January 10, 2022 Office Meeting

Office policy reminders/changes, and update on Wellcare for the AEP people..and Medicare Trivia See this internal office meeting video below: Meeting Notes: AGENDA Hannah Answering phones - we are consistently letting things go to VM. Have to get out of the AEP mindset that it’s ok to let everything go to VM. We should be able to handle the volume now that we are back to normal. VM Sheet - make sure we are going back to multiple contact attempts (voice, text, email) Make sure we are assigning leads correctly. Assign to agent once scheduled (not before) Once deleted assign to Chris and label “Old VM Lead” We should not have leads under the admin account long term. Agents, if you have free time, please help with the NL VM. PDPs - default to sending to StartPartD.com Hearing a lot of PDP conversations especially during T65 calls. Should be letting them at least try on their own first. Running late to other appts and don’t have time to discuss DVH, Cancer, etc. because we are taking up time with PDP. Which bonus would you rather have? Working on a solution with SMS but it won’t be instant. More to come. Activity Tracker will no longer be used for 2022. Instead we will have monthly Sales/Admin competitions w/ prizes Most of you hate keeping track of the activity anyway. Mutual of Omaha did a drawing of top producers and our office peeps were included. Melanie won Apple Airpods Max headphones! January Competition/Prizes will be: More to come Sales: Highest DVH Closing Ratio Admin: Most Calls Answered Promotions - Lots of chatter/rumors going around the office about who will/won’t be moving to sales. No decisions have been made. If you are interested, make sure we know. HOW? TELL US Be a team player & get the job done Take initiative Work accurately and efficiently Brush up on you knowledge base Identify what areas of the job you need to improve in and set yourself goals to work toward. Feel free to seek input from your peers, myself, or the people in the position you want to hold someday. Overtime - only if you are on the phone. Can’t justify routinely ending up in overtime outside of AEP unless you are taking calls outside of normal hours. PDP Notes - really needs to be clear what should be put in their packet. Calendar Check - need to be several ahead not the day of. MAPD → Med Supp - Courtney and Nic, please double-check all applications for people leaving MAPD plans. Looking for the question, “Have you had coverage from any Medicare plan other than original Medicare” If yes, make sure it is listed as MAPD → Med Supp and makes it onto the PDP Appt Needed sheet. Agents, this is the second layer of defense. You should still be marking it on the client sheet every time. PDP Appointment Needed Sheet - Admins, it’s important that we are monitoring this daily. Check to see who has been approved. Indicate scheduling attempts. Make sure to mark when the SOA/drugs list has been completed. Internal Support Tasks - Would everyone prefer this to be assigned to a specific person each week on the Admin task assignments? Approval Emails - Courtney/Nic, let’s start sending these from the agent accounts so the replies go to the agents. That’s who the client usually thinks they are emailing anyway. Too many replies going to the same place right now. Lots of questions that should have been covered in the sales presentation. Agents, you are still free to forward these to the internal support tasks when appropriate. Wellcare - at it again Over 7000 members were sent 40 packets EACH with their new ID cards & policy info. Just a heads up in case we get many calls about it. Coming right on the heels of them sending out LEP notices in error to members who should not have received them. Most of these incorrect letters have a date of 1/1/2006 If there is ever a question, let me know. We have someone who can check with Wellcare and see if they are legitimate or not. Medicare Trivia: Back to Basics True or False: The Part A deductible only has to be met once per calendar year regardless of how many times you were admitted (or when you were admitted). FALSE: The Part A deductible must be met for each benefit period. A benefit period begins the day you're admitted as an inpatient in a hospital or SNF. The benefit period ends when you haven't gotten any inpatient hospital care (or skilled care in a SNF) for 60 days in a row. If you go into a hospital or a SNF after one benefit period has ended, a new benefit period begins. You must pay the inpatient hospital deductible for each benefit period. There's no limit to the number of benefit periods. What is the 2022 Part B deductible? $233 True or False: Part A Covers 80% of any Medicare Approved service. False: While with most Medicare Supplements Part A covers all Medicare-approved inpatient care, without a supplement, there is a deductible and copays. You Pay $1,484 ($1,556 in 2022) deductible for each benefit period Days 1-60: $0 coinsurance for each benefit period Days 61-90: $371 ($389 in 2022) coinsurance per day of each benefit period Days 91 and beyond: $742 ($778 for 2022) coinsurance per each "lifetime reserve day" after day 90 for each benefit period (up to 60 days over your lifetime) Beyond lifetime reserve days: all costs True or False: If you have Plan N, you have to meet both the Part B deductible and the Plan N deductible. Fales: Plan N does not cover the Part B deductible. There is no separate Plan N deductible.

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