What is Medicare
How old does a customer have to be automatically enroll into Medicare Part A.
65
A lead gets on the phone and is confused about the call, and explains "I already have a plan with Humana", what should be your next response?
That's actually the reason why we are calling you. Our licensed agents represent multiple carriers across the nation, and we may be able to help you find plans that may have additional benefits in your area.
If the individual states “I have transportation and meals on wheels”, does the lead have a Medicare Advantage Plan or a Medicare Supplement Plan?
Medicare Advantage
Why are dispositioning calls correctly important?
We don't want to harass any of our customers
Dispositioning the call correctly will give us credit for our calls once they become billable
You are speaking with a customer that is currently enrolled in Part B and is applying for Part A. Can this person still be transferred to the licensed agent?
No
What color is a Medicare Card?
Red, White, and Blue
What company are these plans being offered through?
That's a great question for your licensed agent. I'm going to get them on the line so they'll be able to answer all of the questions you have.
That's why we are calling you. A lot of people feel that they can not make any plan changes, that it is too late. However, many people found that there are special circumstances that may allow them and review or change their plans for this year.
What small number should be an agent's MAIN focus when looking to gain a lot of billables within a pay period in order to tier.
TPH = Transfer Per Hour
The customer is not at home to speak with, but their cousin answers. What question do you ask next?
Do you have power of attorney over (the customers name)?
What are the Qualifications for Medicare?
.Those who are 65 and older, that worked 10 years (40 quarters) and paid applicable taxes.
Those under 65 with certain disabilities (Medicare has to approve)
The lead states immediately, "I'm not interested", what should be your next response.
We understand your hesitation. We are here to ensure that you receive all the Medicare Benefits you may be entitled to receive.
Original Medicare consist of what two parts?
Parts A & B
What is the 50/50 rule when calling prospective leads?
The 50/50 rule says that some customers will be interested and some won't
The customer has no idea what the name of their plan is, but in their plan, they have certain benefits like meals on wheels, hearing, dental, and silver sneakers. While speaking with the customers it is safe to assume that the customer has what Medicare plan?
Medicare Advantage
Describe the Characteristics of a Medicare Advantage plan
Plan Names: HMO & PPO
Premiums: $0-$30 on average
The individual pays co-pays & deductibles
Prescription Drugs & Benefits can be included in the plan
Additional Benefits (Dental,vision,hearing,transportation)
I just went through this
Thank you for letting me know. We are here to ensure that we are reviewing all your options. Our licensed agents who represent multiple carries will be able to recommend a plan that fits your needs.
During the hold time, you and the customer are having a great conversation, but the licensed agent comes on the line cursing while speaking with another employee. What should be your next action & response?
Apologize for the rude agent and pivot to another company
What is the Acronym for A.I.M?
Acknowledge
Inform
Move On
The lead answers the phone and says that his wife helps him make all of his decisions, you ask if she is there to speak with you, he says "No". What is your next response?
That is totally fine, we can help you speak with our Licensed agents to review your Medicare options. You can there share that information with your (wife) and you can make an informed decision together.
What are the characteristics of Parts A, B, C
Part A - Inpatient Hospital
Part B - Medical (Dr/specialist/outpatient)
Part C - Medicare Advantage
The person says "Stop calling me" you are not sure if she is the lead. What's your next step?
“Mr./Ms. [Customer Name] I am sorry to have disturbed you. I will remove your name from this list and will place your name and phone number on our Do Not Call list so you will not be included in future telephone promotions. We will begin to process your request immediately, but this process may take up to 30 days. If you should happen to receive a call for another offer before placement of your name and phone number on our Do Not Call list is processed, please disregard it and accept our apology in advance. Let me confirm the phone number we have been calling is [Phone number]. Is that correct? I will add the information you provided to me to our internal Do Not Call list. Federal Law states your request must be honored within 30 days, and we will continue to ensure all calls to the number(s) you provided will cease before then. Is there anything more I can do for you today?”
What are the Medicare Seasons?
OEP - Open Enrollment Period Jan 1st - Mar 31st
SEP - Special Enrollment Period April 1st - Oct. 14
AEP - Annual Enrollment Period Oct 15 - Dec 7
What disqualifications will prevent a customer from being transferred over to a licensed agent?
Only being enrolled into part B
Tricare
Employer or Union Coverage
Speaking any language other than English
Customer doesn't have Medicare at all (Only Medicaid)
Robo Call
After reading the SOA the lead say's yes, after you read your rebuttal, what is your next step?
Restate the last statement of the SOA.
"I am going to transfer you to a licensed agent that specializes in Medicare Advantage plans, ok?”