Banking
What are the two types of payment we accept currently?
What are Credit Card and Bank Draft
When do you lock your call?
5 minutes before the call is due
This is system where we call our applicants
What is Five9
What are the 3 companies we call on behalf of?
Freedom Life Insurance Company of America
National Foundation Life
Enterprise Life Insurance Company
When you take someone off of hold, what should you do?
Thank them for holding and continue your call
True or False: We can stop calls for banking
False: We do not stop calls for banking. If they don't want to provide bank authorization, they will need to call in their information to the insurance company or to their agent. You will mark all banking, not verified.
What do you click to open up an application PDF?
The app ID (numbers next to the applicant's name)
This is the messaging system where you get in contact with your team and other leadership
What is Teams
What banking dates can we not accept?
What are the 29th, 30th, and 31st?
If you call someone and you cannot leave a voicemail, how do you disposition in Five9?
Are Credit Cards used for the Recurring Payment, the Initial Payment, or both?
Initial Payment Only
What is the correction email format? Who do you send it to, who do you CC, and what goes in the subject line?
roi_ushg_leadership@365roi.com
CC: Your team lead
Correction (Applicant Name) - Control Number - App ID
This is where our calls pop up. We complete applications and verify information in this system.
What is VCALL
The 30 day waiting period applies to what?
Preventative care such as physicals, mammograms, and other wellness checks
How many voicemails do you leave before marking a call as a NO SHOW?
When would you send a correction email for banking?
Whenever there is any change in banking, address, phone number, billing name. Any change in bank name, routing number or account number and all information will need to be gathered (questions 1-8)
True or False: You need to mark all medical conditions and medications in your precall work
True: It is important that you don't miss any drill downs in your application
How do you access Five9 and Paycom on your browser?
Through the waffle menu in your Microsoft Office portal
What are things we never discuss?
Pricing
Social Security Numbers
Full bank account numbers
Credit Card Security Codes
What are the types of calls we take? (Name 3 and something about them)
Standard Calls - A standard call is a call that usually includes medical conditions (conditions, medications, etc.)
Express Calls - Express calls are built like a standard with half the medical questions, and no notated medical conditions.
Short Calls - No medical questions at all!
Recalls - An error was made or additional information was needed and we have to call the applicant back to gather that information.
Combo Calls - A combo call is an application with only supplementary products such as: MedGuard, Vision, Dental, etc. The medical questions are slightly different than a standard call but is executed essentially the same way.
Group Calls - Standard call with no banking at all.
Association - An association call is a short call confirming an enrollment application into the American Business Coalition Association. Read slowly and verbatim!
What is Direct Billing?
Manually sending in payment to the insurance company
What are you supposed to do when you finish a call, regardless of the outcome?
Post your call outcome in your teams chat. If it was a no show or a stop call, explain what happened.
You are required to log into this system every day, regardless of use.
What is Call Zone
What are the 5 things you need to ask about when documenting a medication?
What is Medication Name, Dosage, Frequency, Doctor who prescribed it, and date it was last taken.
If you get disconnected from an applicant, what are you supposed to do when you call them back and they answer?
Restate your name, the company you're calling on behalf of, and that the call is still being recorded.