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 \tAnswering 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. \tVM Sheet - make sure we are going back to multiple contact attempts (voice, text, email) \tMake sure we are assigning leads correctly. \tAssign to agent once scheduled (not before) \tOnce deleted assign to Chris and label “Old VM Lead” \tWe should not have leads under the admin account long term. \tAgents, if you have free time, please help with the NL VM. \tPDPs - default to sending to StartPartD.com \tHearing a lot of PDP conversations especially during T65 calls. Should be letting them at least try on their own first. \tRunning 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? \tWorking on a solution with SMS but it won’t be instant. More to come. \tActivity Tracker will no longer be used for 2022. Instead we will have monthly Sales/Admin competitions w/ prizes \tMost of you hate keeping track of the activity anyway. \tMutual of Omaha did a drawing of top producers and our office peeps were included. Melanie won Apple Airpods Max headphones! \tJanuary Competition/Prizes will be: More to come \tSales: Highest DVH Closing Ratio \tAdmin: Most Calls Answered \tPromotions - Lots of chatter/rumors going around the office about who will/won’t be moving to sales. \tNo decisions have been made. If you are interested, make sure we know. HOW? \tTELL US \tBe a team player & get the job done \tTake initiative \tWork accurately and efficiently \tBrush up on you knowledge base \tIdentify 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. \tOvertime - only if you are on the phone. \tCan’t justify routinely ending up in overtime outside of AEP unless you are taking calls outside of normal hours. \tPDP Notes - really needs to be clear what should be put in their packet. \tCalendar Check - need to be several ahead not the day of. \tMAPD → Med Supp - Courtney and Nic, please double-check all applications for people leaving MAPD plans. \tLooking for the question, “Have you had coverage from any Medicare plan other than original Medicare” \tIf yes, make sure it is listed as MAPD → Med Supp and makes it onto the PDP Appt Needed sheet. \tAgents, this is the second layer of defense. You should still be marking it on the client sheet every time. \tPDP Appointment Needed Sheet - Admins, it’s important that we are monitoring this daily. \tCheck to see who has been approved. \tIndicate scheduling attempts. \tMake sure to mark when the SOA/drugs list has been completed. \tInternal Support Tasks - Would everyone prefer this to be assigned to a specific person each week on the Admin task assignments? \tApproval 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. \tToo many replies going to the same place right now. \tLots of questions that should have been covered in the sales presentation. \tAgents, you are still free to forward these to the internal support tasks when appropriate. \tWellcare - at it again \tOver 7000 members were sent 40 packets EACH with their new ID cards & policy info. \tJust a heads up in case we get many calls about it. \tComing right on the heels of them sending out LEP notices in error to members who should not have received them. \tMost of these incorrect letters have a date of 1/1/2006 \tIf 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 \t \tTrue 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). \tFALSE: The Part A deductible must be met for each benefit period. \tA 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. \tWhat is the 2022 Part B deductible? \t$233 \tTrue or False: Part A Covers 80% of any Medicare Approved service. \tFalse: While with most Medicare Supplements Part A covers all Medicare-approved inpatient care, without a supplement, there is a deductible and copays. You Pay \t$1,484 ($1,556 in 2022) deductible for each benefit period \tDays 1-60: $0 coinsurance for each benefit period \tDays 61-90: $371 ($389 in 2022) coinsurance per day of each benefit period \tDays 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) \tBeyond lifetime reserve days: all costs \tTrue or False: If you have Plan N, you have to meet both the Part B deductible and the Plan N deductible. \tFales: Plan N does not cover the Part B deductible. There is no separate Plan N deductible.