AEP Starts – October 3, 2022 Internal Office Meeting

AEP begins.. what we have done to get ready and how we are improving processes, mentally and technically. See meeting notes under the video: Hannah SOA- one for each Year/Enrollment Period (They expire after 14 days). Ex. - Someone T65 in Dec & Enrolling in a different plan for the month of DEC than for 2023. Lead Intake - How they heard about us (early in conversation) Referral- we want to give them the same experience they were referred to and reward that agent with the referral lead’s bonus. Need to know Lead Type breakdown Make sure you fully understand their situation and reason for calling before scheduling. Anonymous Feedback - please use this to submit feedback, issues, or suggestions so I can keep track of everything in one place. Communication - Ask before approaching With AEP barreling toward us, stress levels and workloads will be higher than normal. Don’t assume that because it’s easier for you to talk vs use chat the same is true for the other person. Don’t assume someone is free to chat just because they don’t “look” busy to you. If you need to communicate with someone, chat or email is best. If you need to explain something in person, send them a message asking if they are free before popping over to see them. Missed Appointment - LVM, text, and email EVERY TIME. Still seeing where we are, only LVM Reviews Let us know if you see a negative one - with AEP coming and stress higher; we are more likely to see our first negative review. If you have a negative interaction with someone, please pin a note at the top reminding us NOT to ask for a review. Compliance - Required disclaimer We need to start using this immediately. Required as of 10/1 AEP- Weekend signup sheet (WFH is an option) Chris Let us know what we are missing. Capacity on Calendar? When clients ask when they can do certain sign-ups and dates, refer them to our e-mail WE WILL SURVIVE

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