Assurance
True or False: I need to say the customer's name before ending the call as a "dead air" call.
True.
What was the start date of AEP?
October 15
True or False: I can take my break in the first/ last hour of my shift.
False.
What is step 1 to the "5 Steps to Platform Issues"?
Step 1) Take a screenshot of issue
How long of a shift qualifies you for a 15 min paid break?
4 hours
What is the Flex card?
up to 2,800$ a year towards medical expenses and/ or food purchases
When does AEP end?
December 7
How long in advance do you need to ask for time off?
2 Weeks.
What is step 2 to the "5 Steps to Platform Issues"?
Step 2) follow all of the troubleshooting guidelines that are in the RTM guidelines (pinned in channel)
What does KPI stand for?
Key Performance indicator
Does Assurance offer pet insurance?
Yes- Online only
How late is the platform open until, during AEP?
10:30pm EST
How long of a shift qualifies you for a mental break in coaching status?
7.5 hours
What is step 3 to the "5 Steps to Platform Issues"?
Step 3) If the RTM guidelines do not help- contact live help either via chat or email. Send them the screenshot and make sure to CC me on the email or have them email you a copy of the conversation and forward it to me afterwards
What is the procedure/ repercussions of not meeting your weekly scheduled hours?
Verbal Warning, Verbal Warning, Written Warning, can lead to release from account
List ALL 6 lines of insurance we take calls for
Medicare, Health, Life, Auto, Home, Mortgage
What does AEP stand for?
Medicare Annual Enrollment Period
What are the steps to requesting time off?
1. Ask Cassidy through slack if the days are available.
2. Once she confirms, request via Quick books
What is step 4 to the "5 Steps to Platform Issues"?
Step 4) Once the issue is resolved: submit a platform issues ticket (pinned in channel) make sure to include your screenshot and start/ ends times of the issue
Give me 5 examples of reasons you can go into coaching status
Team meeting, 1x1, mental break, quick bathroom break, quick snack/ drink break, quick diaper change, (3 min max)
When should you disposition a call as DNC?
When the customer request it only after attempting to assist them or if the customer has made crude/inappropriate comments
Must get BOTH PARTS:
During AEP where do you transfer Part A ONLY customers?
NOT during AEP: where do you transfer Part A ONLY customers?
During AEP: Medicare Advantage
Not during AEP: Health
MUST answer both parts
When will you qualify for health benefits?
When will you qualify for PTO?
health: 6 months
PTO: 1 Year
What is step 5 to the "5 Steps to Platform Issues"?
Step 5) Message me and be sure to include the screenshot and make sure to let me know that you’ve completed all steps, start and end times of issue and are back online.
How long should your average disposition be for each call?
20 Seconds