Recent Changes
Who's that?
Hide and Seek
QA
100

When will Think Agent updates take place? 

5/10

100

Name 5 FMs

Lauren, Heather, Michele, Wesley, Annie,  Kira, Jack, Amanda, Jenn D

100

Where can you find the weekly QA report? 

Quality updates Teams channel.

100

What is our QA expectation? 

95% 

200

What Bloom Policy was updated? 

Workplace Monitoring and Surveillance Policy

200

Who are the PMs

Trish and Dave

200

How do you know if VTO is being offered for the day? 

WFM will post in the Workforce Teams Channel

200

Does a valid SEP need to be established to set a lead? 

Yes. 

300

What action now occurs with a Program Update in Sharepoint? 

The team receives an email of the update. 
300

Name a QA or Compliance supervisor

Mahala, Keyara, Amy, Sierra, Tori, Jamie

300

Where can you find resources and recordings of Focus Groups and huddles? 

Sharepoint>>Resource Center>>create by coaches>>Learning Library

300

What is the most common Compliance Violation on an application? 

Language disclaimer

400

Who are your Peer Moderators? 

Melissa Lee

Kamaria Wyatt

Leea Villareal

Jonathan Brade

400

Who is the Ops Mgr/s

Washington and new to the team Richie

400

Where do you find weekly updates on your personal performance? 

Weekly stats sent via email. 
400

What questions are required in a Needs assessment? 

  • What is your monthly budget or ideal cost for your health care premium? How much do you currently pay?
  • Are you in need of hearing, dental or vision coverage?
  • Can I look up your Primary Care Provider or Specialists to ensure they are in the network?
  • What about your hospital or any other preferred provider like durable medical equipment or physical therapy?
  • Do you have any prescription medications you would like for me to look up?
  • Are there any other services I can look up for you to help you determine your medical cost?


In the case where a caller already has a plan in mind, the expectation is for the agent to make an attempt at a needs assessment. However, if the caller pushes back they are ok to move forward into the plan benefit discussion.

500

What changes were there to DMR benefits? 

These benefits are no longer covered: 

  • Athletic shoes
  • Camping tents
  • Fishing rods
  • Hiking poles
  • National and state park fees
500

Name 2 Aetna client Reps

Rosie, Selina, Juan, Asis, Izzy, Alyssa, Randy, Janel. 

500

Where can you review how the team is trending to goal for the day? 

Stats Update - Agent Team Channel

500

Which areas on the Eval form are you able to exceed expectations? 

A4: Set expectations

B3: Utilize Probing Questions

D2 - D4: Active Listening, Professionalism, and Scripting/Call Control. 

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