Medicare
Call is silent on the other end. (Amcat is Green)
What is Hung Up
Member calls in wanting to know why we had called. Has no questions and received all material. Agent verified information and plan (026) Not interested in attending webinar.
What is Plan Renewal - HMO
I'm calling to check on my order? Is this Banggoods?
What is Wrong Number
Outbound call on Member Retention - you connect with the intended member, verify information (they are on the 015) , and go through the script with no questions. At the end of the call, the member would like to sign up for member only webinar.
What is Plan Renewal - HMO plus RSVP
You have a callback put you into pause. You dial (first time calling back) and leave a voicemail
What is callback requested
Prospect wants to know more about DNSP plan - T65 April. Currently has Medicaid. Agent collects demographics verifying county. Prospect has Medicare and Medicaid but is unsure of their level of Medicaid. You refer them to SSA to find out their level of Medicaid before enrolling into DSNP Plan.
What is Government coverage
Member calls back in wanting to know why an agent called him and has one question about a claim.
What is Transfer to Member Services
Caller calls in for a specific agent but after checking with management, that agent is unavailable. Caller requests to be have them return their call.
What is callback requested?
Member Retention OB call - Member is currently at Walmart and would like a callback .
What is Not home
Prospect is calling to get the $10 dollar birthday card. You tell them you can gladly send that out to them and ask if they have a birthday coming up and when. Prospect says they T65 in April. You tell them Happy Birthday and you find that they are in their IEP and ask if they are looking for Medicare coverage they decline and state they have employer coverage and are still working and delaying Part B. You let them know when to expect the birthday card and close the call properly and thank them for thinking HAP.
What is Mail Kit 2021
Caller got something in the Mail asking for her to call to get information about our Medicare Plans. Caller has Aetna Right now and will be T65 in July. Agent sends Medicare made simple and sign him up for the Medicare 101 Webinar and offer Agent Connect. In the middle of SOA caller says he just wants information to be sent and they'll call back if they want more information.
What is RSVP
Call comes in a goes straight to "wrap up"
What is Hung Up
Member had called in after receiving member retention call. Has no questions and had already received their materials. Agent informed member of webinars but member was not interested.
What is Member question
Member Retention OB call - spouse picks up and informs you that the Member has died.
What is Deceased
Prospect calls and is interested in MAPDs but lives in Newberry county.
What is Out of Area
Prospect is calling for their FREE MMS Guide. T65 in 6 months. Agent Offers a webinar but the caller declines. You offer to email them information on the plan you recommend based on their needs and set a call back to follow up in 3 months.
What is Not ready 6 months
Member is about to have breakfast and wants us to call them back later you offer the call back number and they take it to call us back at their convenience and you close the call properly.
What is Plan Renewal
Prospects are in AZ and are planning to Move to MI but not for a few months yet they don't have a date, but they need to find some Doctors in the area where they are moving and a new plan. Agent looks up doctors in the area the are accepting new patients and the plan and sends a quick quote of a recommended plan based on their needs. Callers are a bit confused and think they are calling BCBS Agent professionally lets them know we are HAP or Health Alliance Plan. They are still interested but wanted to check what BCBS might have in the area.
You have a callback - Prospect is still wanting to shop around before T65 in April. Agent reviews plan information and recommends setting up a meeting with local agent. Agent reads SOA and connects local agent with prospect.
What is Agent Connect
Prospect Has Medicare Part A and Part B and Part D but has never had any supplemental coverage. He got mail about our MAPDs and is interested in the plan to get the extra Dental and Vision he is a pretty health 85 year old who works out. You investigate and determine he does not have and SEP. He does mention he struggles with being low income so you refer him to SSA to apply for LIS and set a call back in a month to follow up.
What is Ineligible No SEP
Caller is T 65 in over 1 year and wants info on Medicare and our plans to be as prepared as possible for when they age in. Agent sends Medicare Made Simple and signs the caller up for a Medicare 101 webinar. Caller asks about doctors and prescriptions. Agent reviews travel benefits. you offer call back to touch base with caller after webinar to answer any questions.
What is RSVP
You connect with member and verify demographics and plan (004). You go through the script and after verifying doctors and prescriptions there are no further question. While offering to sign up for a webinar the member expressed they would rather sign up themselves after looking at all the options. Agent gives web address and highlights the "How to make the most of your benefits webinar". Agent closes properly
What is Plan Renewal - PPO Plus RSVP
Transfer from MS member: caller wants to reenroll, member plan ended 2/28/2021. Caller switched to WellCare thinking they will save money in Feb using OEP. Agent asked all our SEP questions and did not find another election period.
HAP Ineligible No SEP
Call goes to member's voicemail and you leave a message
What is Left message - machine
Prospect is 75 and got Part A when she T65 10 years ago she has been covered on her employer plan and plans on ending that coverage at the end of the month and He part B is going to be going in to effect on the 1st of the month. She already has her new card. She is healthy and wants to travel you recommend the 015 HMO and all her doctors in Detroit accept the plan. You ask her to enroll today but she still wants to check with other companies. You offer her and Agent in her area and she declines, You offer to sign her up for a webinar to learn more about Medicare but she declines because she read the Medicare and you book. She doesn't need mail because she found the information online herself and declines being sent a quote. states she will call you back if she wants to enroll but does agree to let you call her back in a week to follow up.
What is Not Ready