Updates and best practices from a meeting last week with other top-performing agency leaders, and verbal Scope of Appointment! See this internal office meeting video below: Notes from the Meeting: Hannah \tNV Bday rule w/ MOO - e-app not updated. \tApply as OE \tWhen you click “continue to review” there will be a window asking for state specific OE time frames. NV is NOT on there yet. \tMUST attach supporting docs to the app or it will be auto rejected \tDO NOT WRITE AETNA there (Pay us $0). \tRadius - if the same phone number is used in the cell phone field for more than one profile, Radius gets confused and will not send the responses to either radius. They will be lost under the SMS messages tab and marked as “unknown” \tJanuary 2021 vs January 2022 in our agency JANUARY Med Supp DVH Total Apps 2021 → 2022 Growth 59% 32% 21% \tAgent- Post Sale Updates - don’t mark something done until it’s completely done. \tDon’t forget to save your apps \tMake sure app fees are correct in radius (some states are different than the standard) \tEx - Accendo marked as $25 when it was in a state with a $0 or $6 app fee. \tIf it’s wrong in Radius, it will be wrong in the post-sale email. \tSSN needs to be in the appropriate field instead of just buried in the notes. \tCourtney frequently needs the SSN when calling carriers. If she has to spend 5 minutes searching for it in the notes, that’s one less task she has time to take care of that day. \t New Verbal SOA - See Script here: https://docs.google.com/document/d/1iX4y5T2QR7QtQRRkV_kvClvIvIaiXPxci2AtkGb6Avs/edit?uspsharing \tPure Chat - The goal is to get them on the phone so we can show/tell them why we are different. \tRates are not the only thing they should be concerned about. \tAgents- have to get out of the mindset that we need an appointment for everything. \tCalendar is a tool to help you sell more NOT to limit what you can do. \tWe need to make sure that we aren’t so caught up in OUR process that we forget that we are supposed to be meeting people where they are to make this process easier for the client. \tWe are going to be checking CRM for notes again and spot-checking recordings to make sure we are covering everything we should. \tTreat every call as if we are looking over your shoulder. \tAgents - how often are you following up with your leads? AEP is over and we are still waiting for the next person to ask to sign up. \tWe are not “order takers”, we are advisors. \tWe have to stay on top of our leads or we will lose them simply because another agent came along at the right time. Chris \tSuccess vs Excellence Success is you, measured against others. Excellence is you, measured against your potential \tMinnesota - Breitenfeldt Group is best there and we can refer business to them. \tFor every client you lose (MAPD, etc), tell them “You can always come back home.” \tWellcare - DO NOT JUST SELL ON THEIR BENEFITS ON PAPER - Customer Service is still a nightmare with no improvement on the horizon. If they insist, “I am documenting the fact that I’m telling you their customer service is sub-par and you may experience just that.” \tHumana on MAPD \tMany having bad experiences across the board (MAPD side) \tStock took a huge crash \tSupplement policies are still good \tLeadAdvantage Pro \tMail order options now showing \tEnhanced pharmacies shows in green \t In-network Yellow \tTelephonic enrollment coming where the client does not have to have Email at all. Hopefully by AEP \tDSNP - Illinois took all DSNP people direct to the state program, Michigan just did this, too, unless they opt-out. This is not an area we will be pursuing. \tMedicare News: Barros vs Becerra - Seniors now have the right to appeal to Medicare when skilled care is not approved due to having been “Under Observation” vs. Admitted. Note, many MAPD’s do not require a minimum of the 2-midnight rule before skilled care. https://www.healthaffairs.org/doi/10.1377/hlthaff.2021.00094#:~:textThe%20Two%2DMidnight%20rule%2C%20adopted,observation%20stays%20should%20be%20used. \tCMS Complaints in 2020: 15,000 . CMS Complaints in 2021: 39,000 CMS will be coming back with more regulations. E-health went from $91 to $18 per share. GoHealth from $15 to $2.37 per share. Call centers are struggling to get 50% to 70% client retention. The failing formula is leading to agent layoffs. 10. KFF study showed that 57% of Medicare beneficiaries do not review their coverage each year. 24% Never review, 22% Rarely review, 8% Every few years. 11. The current push to allow people to change PDP during OEP. 12. Winners from AEP: Aetna, Anthem, UHC, up in business. Losers: Humana, Cigna, All Med Supp Carriers Biggest winner during AEP was Wellcare - mostly from Call Centers. 15% member growth during AEP.