Internal improvements, Chris' experience settling a life insurance policy he sold to a family member, and sales conversations we are failing to have and need to improve upon. See meeting notes under the video: Notes: AGENDA Hannah MOO Direct to consumer Cancer marketing Lump Sum Vs. Per-treatment benefits - HUGE difference, and this is an opportunity to educate our clients about this direct mail they will be receiving and why they should get Cancer coverage from us instead. We should warn all our MOO clients that they will likely receive this marketing piece in the mail. Deductibles Part B deductible - $226 How Does it work? The client pays the first $226 of outpatient services before Medicare or Supplement pays anything Exceptions are some preventive services that Medicare covers at 100%. See: Medicare's Preventive Benefits - What is Covered; and https://www.medicare.gov/coverage/preventive-screening-services Claims - since most doctors won’t be able to tell whether or not you have met the deductible, they will submit the claims to Medicare and bill the client later for any outstanding balance. (Some doctors will want to collect their portion at the time of the visit.) When Medicare receives a claim attributed to the deductible, they will mark the client's account and show how much of the deductible has been met. It is then up to the doctor's office to collect the payment from the client. Occasionally a client will receive the bill from the deductible amount and be confused as to why they need to pay it if Medicare already shows their deductible as met. Medicare only categorizes a claim as having met the deductible. They do not track whether that doctor actually received payment. Part D deductible - up to $505 Different for each plan - most include the max Most plans have certain tiers of drugs (normally Tier 1 and 2) that are exempt from the deductible. (Meaning those tiers skip the deductible phase and go straight to the initial coverage phase) The lower deductible on a plan does NOT mean it’s better. Clients should always enter their drugs and look at the lowest annual estimated cost. This is a common misconception from clients. Changes to The Part D Info Section. We moved to the “PDP and MAPD” tab for quicker access with less scrolling. “Last Date to Enroll” - Agents, please enter the last possible date to enroll for the client’s specific enrollment period (not the date the clients want the coverage to start) — This should always be the last day of the month. There is a new section for this year's drug/doctor lists/notes, so it’s faster/easier for agents to find Hold Times - we should not be leaving clients or leads on hold for 5-10 minutes at a time. If the issue will take that long to resolve, offer them a callback. If you are waiting on an agent to claim a lead in the Office Chat or waiting on an agent to message you back, try to make small talk instead. Admins - Try to leave benefit explanations for the sales call. As you learn more and can answer more questions, it’s natural to want to offer more help when scheduling appointments. Try to leave the benefit explanations to the sales call. If they go into the call with preconceived notions, it’s harder for the salesperson to work through their usual call flow and ensure they cover everything they need to cover. Client Feedback or information that could benefit the group - send to manager so we can add it to cheat sheets or Meeting Notes Call Queue Time Frames PDP Needed - 3 attempts on all contact methods Medicare # - 3 attempts on all contacts methods (doesn’t need to be three weeks in a row) Coming from MAPD - until we confirm they got a PDP New Lead Follow-Up Process - we will be adding follow-up reminders to your radius calendars. Soon, scheduling priority will be based on who is caught up with their lead follow-up. More details to come. Chris Funeral Experience - Helping families before the crisis begins. We are using Mutual of Omaha and Aetna / Accendo for final expense life. “To be honest” and “honestly?” Don’t do it. Implies dishonesty with everything except what you’re about to say after this phrase. See here. 48.7% of MAPD provider directories were inaccurate in 2018. See what CMS is trying to do to change that. https://www.modernhealthcare.com/insurance/CMS-medicare-advantage-provider-directories-cigna MAOEP Reminder - March 31 is the last day to apply for Part D to get off of an MAPD plan BUT this must be done only after achieving approval for a Supplement plan. If they want to go to another MAPD from MAPD, March 31 is last day to apply. If you think you’re communicating adequately, it’s likely you’re not. If you think you are over-communicating, it’s probably just adequate. Benefits, policy terms, etc SALES: Micro-commitments in the beginning of the call set the tone and context to not waste time. SALES: We are not spending enough time selling US as a company vs. just talking about products available.