Intro & Maintenance
This section of the call includes collecting the physical and mailing address, email, and phone number.
What is Account Maintenance?
Agents wait this time length after contacting the selling agent before transferring to RightChoice.
What is "2 minutes"?
This task involves documenting detailed notes in the system regarding the specifics of the call.
What is providing clear/detailed notes in SelectCare?
If the client is attempting to finish their enrollment, but the enroller is not available, this form is used to give notice to the enroller
What is the "Lead Assistance" form?
This is a short 3-question survey.
What is the "client satisfaction" survey?
This information is recorded at the beginning of each call to identify the agent and ensure compliance.
What is the First & Last Name, SelectQuote, and the recorded line?
If the client accepts a transfer to Healthcare Select, the agent must perform this action to ensure a smooth handoff.
What is a "Warm Transfer"?
This phone number must be provided verbatim at the end of the call.
What is the "Customer Care" number?
A client must have six or more medications to be eligible for this Cross-Sell.
What is "SelectRx" or "Healthcare Select"?
Asking about a POA, and reading the SOA and MAPD Disclosures are required before submitting this request
What is a MARx report?
Before disclosing any personal health information (PHI), agents must verify this information with the client.
What is Full Name, Date of Birth (DOB), and Address?
When you pivot to an alternate product or service to find alternative ways to help the customer.
What is a "Cross-Sell"?
This action is taken by the agent to reinforce the value of SelectQuote during the call wrap-up.
What is a value proposition?
This document should be used on every call to ensure compliance, quality assurance, and world-class customer service.
What is the "Script"?
This client consent is a federal law that reduces restrictions on future outbound call attempts.
What is "TCPA"
If the client asks about plan benefits, the agent should offer this service.
What is a plan review or running MARx?
A transfer is made here, if the policy has been in effect for more than 90 days.
What is "Right Choice"?
If the client objects to the additional products, agents must do this to address the concern.
What is attempting to overcome the objection?
Agents should mention this phrase to reinforce ongoing collaboration with the client.
What is the "continuing partnership" statement?
When introducing services, agents should provide this overview, explaining how clients can access multiple services in one place.
What is the "One stop shop"
Agents should state this verbatim when confirming the client’s enrollment and effective date in a plan.
What is the MARx & Cancellation Statement: "Looks like we enrolled you in the <Carrier and Plan Name> with an effective date of <Effective Date>"?
When clients have not opted into HCS yet and are ineligible based on Carrier, plan status/type, or PDPs, clients can be transferred here.
What is "Life"?
If the client still refuses, the agent should continue with this process before ending the call.
What is the Wrap-Up and Client Satisfaction Survey?
This statement must be made verbatim to inform the client about receiving advertisements and the cancellation of their current plan.
What is the “Stop the Shop” statement?
This document is a widely used resource to help identify Election Periods.
What is the "Dig for Biz" Document?