What is Medicare
How old does a customer have to be automatically enroll into Medicare Part A.
65
A lead gets on the phone and is confused about the call, and explains "I already have a plan with Humana", what should be your next response?
That's actually the reason why we are calling you. Our licensed agents represent multiple carriers across the nation, and we may be able to help you find plans that may have additional benefits in your area.
If the individual states “I don’t pay for anything monthly”, does the lead have a Medicare Advantage Plan or a Medicare Supplement Plan?
Medicare Advantage
Why are dispositioning calls correctly important?
We don't want to harass any of our customers
Dispositioning the call correctly will give us credit for our calls once they become billable
You are speaking with a customer that is currently enrolled in Part B and is applying for Part A. Can this person still be transferred to the licensed agent?
No
Describe the characteristics of a Medicare Supplement plan
Plan Names: N, G, F
Premiums - $100 -$200
Co-pays & Deductibles are covered
Prescription Drugs & Benefits are purchased separately
Will not accept Medicaid
What company are these plans being offered through?
That's a great question for your licensed agent. I'm going to get them on the line so they'll be able to answer all of the questions you have.
I must speak with my children first before making any decisions.
Great! Are they able to speak with me now? If no: Okay, let's make sure you know all of your available options, so when you do speak to your children you know exactly what you want
What small digit number should be an agent's MAIN focus when looking to gain a lot of billables within a pay period. (Tiering)
TPH = Transfer Per Hour
The customer is not at home to speak with, but their cousin answers. What question do you ask next?
Do you have power of attorney over the customer?
What are the Qualifications for Medicare?
.Those who are 65 and older, that worked 10 years (40 quarters) and paid applicable taxes.
Those under 65 with certain disabilities (Medicare has to approve)
The lead states immediately, "I'm not interested", what should be your next response.
We understand your hesitation. We are here to ensure that you receive all the Medicare Benefits you may be entitled to receive.
Original Medicare consist of what two parts?
Parts A & B
What is the 50/50 rule when calling prospective leads?
The 50/50 rule says that some customers will be interested and some won't
The customer has no idea what the name of their plan is, but in their plan, they have certain benefits like meals on wheels, hearing, dental, and silver sneakers. While speaking with the customers it is safe to assume that the customer has what Medicare plan?
Medicare Advantage
Describe the Characteristics of a Medicare Advantage plan
Plan Names: HMO & PPO
Premiums: $0-$30 on average
The individual pays co-pays & deductibles
Prescription Drugs & Benefits can be included in the plan
Additional Benefits (Dental,vision,hearing,transportation)
I just went through this
Thank you for letting me know. We are here to ensure that we are reviewing all your options. Our licensed agents who represent multiple carries will be able to recommend a plan that fits your needs.
During the hold time, you and the customer are having a great conversation, but the licensed agent comes on the line cursing while speaking with another employee. What should be your next action & response?
Apologize for the rude agent and pivot to another company
What is the Acronym for A.I.M?
Acknowledge
Inform
Move On
The customer is confused by the questions you are asking and begins to explain what coverage they have. While describing their plan is, the customers explained they make monthly payments instead of paying copays & deductibles, but there is no Prescription Drug Plan. It is safe to assume this customer has what Medicare Plan?
Medicare Supplement
What are the characteristics of Parts A, B, C, & D
Part A - Inpatient Hospital
Part B - Medical (Dr/specialist/outpatient)
Part C - Medicare Advantage
Part D - Prescription Drug Plan
The person says "Stop calling me" you are not sure if she is the lead. What's your next step?
I apologize. Just to confirm, I will place (phone number) on our company's Do not call list. It will take 48-72 hours to be removed. This does not place you on the National Do Not Call list, so you may get other offers from other companys. Have a great day.
What are the Medicare Seasons?
OEP - Open Enrollment Period Jan 1st - Mar 31st
SEP - Special Enrollment Period April 1st - Oct. 14
AEP - Annual Enrollment Period Oct 15 - Dec 7
What disqualifications will prevent a customer from being transferred over to a licensed agent?
Only being enrolled into part B
Tricare
Employer or Union Coverage
Speaking any language other than English
Customer doesn't have Medicare at all (Only Medicaid)
Robo Call
While reading the script the customer says that they have Plan F. Does the customer have Medicare Advantage or Medicare Supplement
Medicare Supplement