April 8 2024 Meeting

Improving office process and communication to clients. This office meeting happened when Chris was on the Barcelona, Spain trip with Mutual of Omaha, so you'll see some of those video clips in this video. Notes under the video: Notes: New Out of Office Process - applies when absent more than 1 business day. Out of Office Auto Responder should be set up by the employee using this template: Out-of-Office Autoresponder Template Jennie/Mikayla will set up employee emails to be forwarded to Internal Support during their absence. Admin Team will sort the emails coming into the Internal Support Sheet as follows: Promotional, junk, etc delete Carrier Emails (approvals, app statuses, RFI, etc) Jennie will handle & delete Client questions - admin team responds as appropriate & marks complete Sales/Lead Questions: Urgent (needs to be handled before the employee’s return) - send to another agent to help ASAP or contact to book with the original agent. Non-urgent - book for the future if appropriate OR create a new Tab in the Admin Task Sheet specific to that agent’s absence. Copy & paste all remaining emails into the new tab for them to handle when they return. Agents can prioritize catching up on emails by starting with responses to the emails on their Tab. AEP leads being sent to another partner office - we can focus on our fresh incoming leads. NO MORE MANUAL PAYMENTS WITH ACE - repeatedly keep losing payments TPA is a PITA - I suggest working with another carrier in general if there’s something comparable in price Wellabe HHD - both household members must have a Med Supp with Wellabe Admin - Scheduling New Leads Don’t let them pull you into the weeds with too many questions that should be left for the agents “That’s a great question and exactly what we are here to help with. Let’s get you set up to talk to an agent and I’ll add that to your notes so they are sure to cover it with you. They’ll be able to break it down into very simple to understand terms.” Current Client calls- provide full Customer Service

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