True/False: MA switchers
You should try to switch everyone who has an MA to a supplement.
False - only try to sell a supplement when clients express very clear interest or reason why and also have the budget for it
It's AEP, we're busy, and we don't need to call our clients back when they leave a VM.
False! Expectations remain the same during AEP - You need to call your clients back within 4 business hours.
Which types of clients can we send to PDP (UW/OE/GI)?
You can send all three (UW/OE/GI) to PDP. You can even do it before AEP! If you send UW, just make sure to select AEP Switcher.
I should work nonstop for 12 hours every day.
If you have the stamina, go for it, but most people need a break to stay healthy - so make a plan for your day!
What is "intent to disenroll"?
It's a script you are required to read to every MA switcher that covers the steps required for them to disenroll from their MA plan. (some carriers may require a paper copy)
Clients switching from MA to a supplement have the highest placement rate.
False: Most MA switchers end up sticking with their MA plan in the end.
I should call all my issued and declined clients back to let them know what happened.
True! Calling back increases your stick rate. You can resub declines, sell ancillary and ask for referrals.
When should you send an MA switcher to PDP?
After the supplement is issued.
It's fine to roll out of bed and jump immediately on the phone.
If you are an energetic morning person, go for it. But most people sound sleepy if they do that - have a plan to wake up in the morning so you sound alert and happy to be on the phone.
Should you skip over parts of the sales call/process in order to go faster during AEP?
While you can certainly work towards being more efficient, you do not want to rush so much that you skip over essential parts of the process (like PCWU).
Always send MA Switchers to PDP after the policy is issued.
True - if you send them before the supplement is issued, they could potentially end up without any coverage at all. (do you know why/how?)
I need to leave notes every time I attempt to call someone.
True! Agents must record detailed notes for all contact attempts and interactions during E31.
Signing up for a drug plan disenrolls the client from their MA plan.
It's easier to get thru AEP if you have someone to hold you accountable.
True! Find someone to help hold each other accountable and have a plan for how and when you will do it.
How often do you need to look at your cases?
Agents must check their cases report/dashboard EVERY DAY.
Always give MA switchers a ballpark cost of supplement plus PDP early in the call (usually ~$150).
True - by giving a ballpark figure, you will gain a sense of the client's budget and willingness to invest more than what they are paying now ($0)
If a case requires a callback to the client, I can call them anytime I want as long as I take care of it.
False! Agents must notify a client within 1 business day when a case is opened if customer assistance/communication is required.
When does the new drug plan start when UW clients sign up during AEP (either moving from supp to supp or MA switchers)?
January 1
AEP is a sprint.
AEP is a marathon - pace yourself. The turtle was slow and steady and won the race.
Why do most people request a call back from their agent?
They have a question about their plan because they are terrified they will end up without coverage or on the wrong plan.
MA switchers have an extra script you MUST read on the enrollment call.
True - they must agree to the "intent to disenroll" from an MA plan.
I don't need to have a pipeline or call my pipeline during AEP because there are so many one-calls.
False! The job doesn't change because it's AEP - you still need a healthy pipeline and sufficient pipeline dials.
If you do sell a supp to someone on an MA plan, when should you read the PDP consent?
You will gain PDP consent during the PCWU of your first sales call (but only send it to PDP once the policy is issued).
AEP will be so stinkin' awesome that I will crush every day without fail.
We hope you do - but remember the job doesn't change, you just have more hellos. Guard your mindset just like you do the rest of the year!
Read the PCWU, Call them back, let them know they are issued, take care of cases