Guess Who
I am the department that agents report to directly.
Operations
Quality representatives are responsible for listening to calls and filling out __________.
evaluations
What do I do if I disagree with a markdown on my QA evaluation?
Discuss submitting it for reconsideration with leadership
A fun resource Bloom employees use to show appreciation for others in the company.
Caught Being Awesome
I am responsible for overseeing the grievances and CTMs that our callers file.
Compliance
Quality and Operations teams meet internally and with clients to review and discuss calls during __________.
calibrations
What do I do if I witness my leadership acting inappropriately?
Report inappropriate behavior to upper management and/or HR.
What is the name of the document that has information about our Special Election Periods?
Medicare Agent Resource Tool
If you receive a call from someone who speaks a foreign language, I can help you.
Interpreter
_________ is responsible for introducing agents to new topics, while _________ is responsible for continuing education.
Training / Operations
What do I do if my caller refuses to sit through the terms and conditions for an enrollment application?
Explain that you will not be able to submit the application if they do not listen and agree to the terms and conditions for the plan.
Where can I find information about Bloom’s HR policies?
MyConnect
I have set the expectations that the licensed sales agents should follow.
Client
Quality supervisors meet with Quality representatives and Operations teams to review each program’s __________, which is a written guideline of the client’s expectations.
rubric
What do I do if I realize I gave inaccurate plan information to the caller?
Address it! Addressing the information that was initially presented incorrectly will save you from a compliance violation.
A question about a program expectation that can not be answered by the floor managers or program manager would be answered by who?
The client
I facilitate important test calls from February through June.
CMS
A program’s success is heavily reliant on the performance of __________.
Everyone. We all play a role in documenting, coaching, and learning from errors on the phone.
What do I do if my caller is having an emergency (suicidal thoughts/external danger)?
Escalate to a supervisor immediately for next steps. Be sure to ask to review Bloom’s Emergency Caller Intervention Form for more details.
The name of the 3rd party that Bloom contracts through for IT assistance
MechDyne