Feb 28, 2022 Office Meeting

Updates and best practices- always improving. Our February 2022 monthly numbers included gains of 77.83% growth in total number of applications and 142.67% increase in Medicare Supplement applications vs. February of 2021. See this internal office meeting video below. Notes from the meeting are under the video. Notes: Hannah Welcome Hope! Sending MLIC FAQ sheet with DVH quotes best practice to avoid cancellations If you have an app that changes status, always send Courtney a message to make her aware. MOO not GI for NV Bday rule (was OE).....United American is an option Lead Intake - Should be following the cheatsheet every time: Current Coverage Part B start date (even if it’s a target date) Details on the situation- OE (retiring? T65? General Enrollment Period?)- Much easier to start the conversation with the lead if we already know. How did they hear about us Admin Task Sheet Have tasks that are staying on the sheets for weeks/months at a time. This is not acceptable. If we can follow up a VM with and email/text to relay a message, do that and mark complete unless it’s a critical issue. Wellcare- WORST customer service & we MUST tell them this every time. We are spoiled We get annoyed when people question why they have to make an appt We don’t call back leads in a timely manner to finish nonurgent tasks or wait for someone to get it on our schedule We don’t follow up with our leads consistently We don’t cross-sell consistently Other agencies Have Sales quotas Measure how much time on the phone and between phone calls Are paid commissions only Dismiss their bottom 20% of sales staff each year Would kill for the leads we take for granted We do NOT want to implement the rules that other phone agencies use. We WANT TO BE DIFFERENT. — That means we have to stop expecting things to fall in our lap and call our leads (and keep calling them until they tell us no or buy) Final Day of the Feb competition. Will announce winners in next week’s meeting. Don’t forget- 5 Start SEP is available year-round Chris Google Reviews- much better if they write something about us vs. just leaving a star rating. Ask them to mention your name! Prescription Hope- customer experience has been difficult Need to do a lot of research into these types of resources before recommending them to clients. Cost Plus Drug Company (Mark Cuban) - https://costplusdrugs.com/ Someone calls in asking to switch from MAPD to MedSupp and you are not certified to write MAPD/PDP - what do you do? We should be comparing MAPD plans for them if we can’t get them a Supp due to timing or health. For the new agents moving into O/E - do not forget to talk about getting a drug plan Please add to Radius the SEP code needed so that it can be added to their “Welcome Packet” if they decide to use StartPartD. Washington State G/I strategy - how to help the client while getting paid DCE model is being replaced with ACO for 2023. Video coming soon. CMS press release specifies that beneficiaries must maintain the benefits of Original Medicare INCLUDING: Freedom to choose any provider No prior authorizations. If your doctor is in the ACO and recommending a treatment option, it may be a good idea to get a second opinion outside the ACO to make sure the recommendation is not based on cost savings. Can opt-out by changing doctors.

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