this is the main search engine, which holds all relevent documents/system links. located in the citrix window/internet exp
100
What are the five parts to the call flow? in order
opening, needs dialogue, solution dialogue, close, after call.
100
why do we need to ask for permission to call, on every call?
this allows us to communicate with the consumer via phone.without this we cannot call the consumer back for any reason.
200
what does TROOP stand for, and what does it meen?
True out of pocket, and it is the cost only the member has paid for rx.
200
How would you find the Plan Information in mysme for 2012. List 2 methods.
search bar and browse topics/ benefits
200
What are the five critical skills?
checking,presence,relating,questioning and listening
200
what is "scope of appointment" (SOA). give 3 examples.
the range of products we can call the consumer about.
ma (medicare advantage)
ma-pd ( medicare advantage prescription drug plan)
pdp ( prescription drug plan)
sup ( supplement)
300
What is Total Drug spend? Why is it important?
TDS is the cost both the member and the insurance pays, and this is the sum that initiates the coverage gap.
300
what are two ways to find the phone numbers and address index in mysme.
search window, browse topics/call basics.
300
What is prensence and why is it so important?
Interest,energy,conviction.
if you make a bad first impression you may not get the enrollment.
300
true or false: rx web is the primary drug look up tool, and rx connection is the secondary tool.
false: rxconnection will be the primary tool and rx web is the secondary tool.
400
what is the coverage gap? catastrophic?
coverage gap: part of the coverage in which the member pays a greater portion of the drug cost.
catastrophic: the portion of the plan in which the plan pays the greater portion of the drug cost.
400
find the non licensed call flow guide in mysme. two methods.
seach bar, browse topics/call basics/call flow/ sales.
400
what are the three levels of "Relating"? and what do they meen?
Rapport:mutual understanding
acknowledgment: showing that you have heard the consumer
empathy:putting yourself in the customers shoes.
400
during the call johnny bravo says:"i have medicare part A on my medicare card, but i dont plan on getting part B yet."
what product can he enroll into?
part d
500
what is the importance of knowing the TROOP amount for the member?
The Troop is the sum that gets the members out of the covergae gap and into the catastrophic phase.
500
find the enrollment call flow in mysme. two methods.
search bar. browse topics, enrollment/ call flow.
500
what is the greeting for united health care
Thank you for calling united health care, my name is ____.Are you calling to enroll today?
500
whats the dif between and election period and an election?
Time when an eligible person may choose to join or leave the Original Medicare Plan or private insurance plan.
an election is an enrollment/ disenrollment decision.