Stay on the Path
(Call Flow Steps)
(Call Flow Steps)
You determine the election period in this step
Determine Eligibility
Currently I have...
Tell me about your current coverage.
QL
Quantity Limit
6 Points
High
Ability to convey interest, conviction, and energy
Presence
"I can help you with that. Before we begin, I need to ask you a few questions. How does that sound?
Purpose & Agenda
My doctors are super important to me
What’s important
to you in your
health coverage?
IRMAA
Income Related Monthly Adjustment Amount
2 Points
Low
Ability to build rapport, acknowledge, and empathize
Relating
This steps are interchangeable
Look up Providers
Look up Medications
Determine Plan
Oh ya I need my diabetic supplies covered too
Do you have any other health needs we should consider?
HCTZ
Hydrochlorothiazide
Stating the FULL name of the plan and effective date
High
Ability to elicit information
Questioning
If you have no further questions and elected to take the survey, please stay on the line while I connect you.
Call Wrap-up
hmmmmm..... I guess it would be nice to have dental but it isn't a deal breaker or anything.
Is there anything else we should consider?
PA
Prior Authorization
95 or BELOW
Failing
Ability to understand what the consumer is saying
Listening
In this step you dig deeper and uncover other needs the consumer might have forgotten.
Determine Plan
I saw a commercial and that plan looked pretty good.
Thank you for calling. My name is <first and last>. How may I help you today?
ST
Step therapy
"This is the biggest, best plan in your area!"
Low
Ability to present information persuasively
Positioning