JUL 18, 2022 Internal Office Meeting – Difficult People and Advantage Shift

Dealing with difficult people and the coming shift to Medicare Advantage.. See meeting notes under the video: Hannah MBO: When and when NOT to refer Don’t give people false hope. If they have a serious condition like cancer that no one will take, referring them to MBO is a waste of their time. If they are on an MAPD and cannot HQ, we should help them review MAPD options instead of referring them to MBO. For people who do not want MAPD but have no other options, say something like, “let me get you on an agents calendar, and they can help you review the plan options.” The agent can explain to them why they need to consider MAPD as an option. BS of CA and Anthem DO NOT have a 12-month rate lock on the premium like other companies we work with. The issue rate increases at the same time each year for all beneficiaries on their plans. Please be sure to give our clients a heads up about this. We have had 3 clients in the last week contact us to say they got rate increase letters that they shouldn’t have because we told them about the 12-month rate lock. They will also have two rate increases if they are getting a New to Medicare discount. One at the same time as everyone else. Another is when the discount falls off at the one-year mark. Attention to Detail (Agents) Repeated issue of mixing up spouse’s information on applications. Please make sure you are paying attention to what information you are entering on an app. Don’t talk down MAPD on the initial call. We want to ensure people know we can help them with either Medicare plan. They will go elsewhere if we tell them we primarily work with Supps but need an MAPD. MAPD is a quickly growing market segment, we have to get used to talking about them, or we will get left behind. Leave it up to the agent to discuss the pro & cons and help the person decide what fits their needs. Calendar Checks and PDP customer info - ensure we check back throughout the day to see if clients have submitted info we need for upcoming appts. Dealing with difficult leads clients- We have fired three clients recently (much higher than the norm) We should try to diffuse the situation at least twice before returning fire. If we jump to conclusions and escalate the situation, there is no turning back. People to not understand our processes and we can’t expect them to. We can be empathetic without apologizing for things that are not our fault. Ex- If they don’t want to schedule and just want a call back, instead of forcing them to schedule, just say, “I don’t want Kendall’s calendar to fill up and her not have time to call you. I see she has time around 12:30. Would that be a good time for her to return your call?” Scheduling General Question appts for PDP’s Need details on what drugs they have questions about Verify they still have the plan that is on file in Radius. (If we didn’t write it, we can’t service it.) For PDP sales appts, please remember to tell them that there is a link in their confirmation email to submit their drugs and preferred pharmacy. We need that info prior to the appointment so the agent can prepare options. If you have not finished AHIP, please have it done by the end of the day tomorrow. For outside agents - see this link for Medicare Advantage and Part D AHIP Process - Click Here NV Bday Rule - Prosperity no comp Unusually high rate of sick call-outs recently. Make yourself a priority and take care of yourself. (Water, vitamins, mental health time, etc.) We have lots of people very low on PTO. Running out of PTO, then getting sick, and having to take unpaid time off is a guaranteed way to stress yourself out. Repeatedly having to take unpaid time off for illness may trigger HR to look at the situation to see if an FMLA leave of absence would be appropriate If you are calling in sick because you dread being at work and are unhappy, this is the time to talk to me about what is bothering you. Chris What we SUSPECTED is coming true: Medicare is cutting regular-Medicare physician reimbursements while increasing pay to ACO's (MAPD-Lite) and MAPD plans next year. “CMS Proposes 4.4% Cut in Physicians' Medicare Payments” See: https://bit.ly/3uzLX9u “CMS finalizes 8.5% rate hike for Medicare Advantage, Part D plans in 2023” See: https://bit.ly/3AFIz0A When WE talk about Medicare Advantage - we have ways to mitigate the risks: 1) Cancer Insurance - helps to cover this gaping hole in MAPD. See what Cancer Plan we sell here. Contracting is here. 2) Hospital Indemnity - Can pay for the admission costs - See it here. 3) Trial Right - 12 months for the first time on MAPD If they got it when new to Medicare Part A - “do-over” for Med Supp OE. If they took MAPD for the first time, giving up a Med Supp, within 12 mos, get that Supp back GI (Group-Sponsored MAPD plans do not qualify for Trial Right!) Last week, we went over our numbers and the fact that Cancer policy sales have dropped significantly. Last week, we sold one. For the next 5 days, track ALL Cancer conversations you’ve had. Will need those numbers next Monday morning in the meeting. See: https://www.nbcnews.com/health/health-news/cost-cancer-drugs-patients-dont-fill-cancer-drug-prescriptions-high-co-rcna36793 GTL - Hospital Indemnity Plan Need SOA for all plans with MAPD so make sure to say them all while doing the SOA

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