Digital First Basics
“The Starting Point” — This is the first question a consultant should ask themselves before completing a task for a member.
What is “Can the member do this digitally?”
The App Essential” — The feature members use to update their payment details.
What is “My Membership”
“The Confused Caller” — A member can’t find their card. You guide them to this digital solution.
What is “Accessing the digital membership card in the app”
“The Check‑In” — Before teaching a digital step, you do this to ensure the member is ready.
What is “Confirm their device and comfort level”
“The Security Myth” — Some members think the app is unsafe. You reassure them with this fact.
What is “It uses secure, encrypted authentication”
“The Golden Rule” — This principle reminds us to empower members rather than doing everything for them.
What is “Show, don’t do”
“The Claim Helper” — This tool lets members upload documents instead of emailing them.
What is “Online Claims Upload”
“The Elderly Member” — You take extra time to walk them through the app instead of doing it for them.
What is “Empowering them through step‑by‑step guidance”
The Pace Setter” — This behaviour ensures the member doesn’t feel rushed.
What is “Slow, clear, step‑by‑step instructions”
“The Data Myth” — Members worry the app uses too much data. You explain this.
What is “It uses minimal data, similar to checking email”
“The Member Benefit” — The biggest advantage members gain when they learn to self‑serve online.
: What is “Independence and faster future resolutions”
“The Password Fixer” — The quickest way for a member to reset their login.
What is "Confirm members email details"
“The Repeat Claim” — A member keeps calling about the same claim. You show them this feature to track progress.
What is “Claim Status in the app”
“The Confidence Builder” — You celebrate this moment when the member completes a digital action.
What is “Positive reinforcement”
“The Device Myth” — Members think they need a new phone. You clarify this.
What is “The app works on most modern smartphones”
“The Consultant Benefit” — This outcome helps reduce repeat calls and increases efficiency.
What is “Lower repeat contact and more time for complex calls”
“The Time Saver” — This feature allows members to check their extras usage without calling.
what is "My extra usage"
“The Payment Panic” — A member thinks their payment failed. You direct them to this screen to confirm.
What is “Payment History”
“The Future‑Proofing Move” — You always end a call by showing the member how to do this.
What is “Repeat the digital step independently next time”
“The Complexity Myth” — Members assume digital steps are complicated. You counter with this.
What is “Most tasks take under a minute once learned”
The Ultimate Goal” — The long‑term vision of embedding Digital First in every interaction.
What is “Building confident, digitally capable members”
“The Hidden Gem” — A lesser‑known feature that helps members find providers with better rebates.
What is “Provider Search / Find a Provider”
“The Tech‑Shy Member” — They say “I’m not good with technology.” You respond with this Digital First‑aligned approach.
What is “Reassure, pace slowly, and guide them through one simple action”
“The Jedi Master Move” — The highest level of Digital First coaching: empowering a member to teach someone else.
What is “Digital peer‑support empowerment”
“The ‘I’ll Break It’ Myth” — Members fear they’ll ‘mess something up.’ You reassure them with this truth.
What is “You can’t break anything — the app is designed to be safe to explore”