June 12, 21 Office Meeting – Improving Our Process

Collaborating on how we can prevent problems with client enrollments, and other things we need to improve in our shop. Notes under the video.. See the video:< AGENDA Hannah Mentally preparing for AEP - high volume can mean higher stress and emotions If you see a small issue right now, We fix them now. It will only amplify and get worse during AEP and we will be too busy to address it. Working on consistently forming good habits that stick even when we are crazy busy. Radius notes Admin- agents look unprofessional when we don’t get them all the info. Take great, detailed notes. Agents- admin look like we aren’t prepared to offer the level of customer service we promised them if they don’t have notes on the situation Admin- “Where did they hear about us” should be filled out every time. Make sure we still save applications if it’s a resubmit. Having to resubmit for a reason.. Need to have the most accurate app on file. Part D section in Radius. Clients are assuming that we have enrolled them in a plan just because we discussed it with them. What was recommended needs to be in Radius so the admin can handle appropriately. Please set client expectations accordingly for Manhattan Dental/Vision/Hearing Plan. They will not be getting a policy in the mail. Seeing emails from clients multiple times per week saying they never received the policy. (We download their ID card and send to them via E-mail). AHIP & Certifications will be starting soon. Everyone with a license will be doing AHIP (even if they aren’t going to be selling MA & PDP). All Agents will be doing all Carrier Certs. Trying a new method this year: every week we will block off time for us to tackle one cert. We will all sit in the conference room together to help troubleshoot any issues. Will require everyone to bring their laptop to complete. Cross-selling DVH numbers are looking great (30-40% attachment) but we still aren’t bringing it up all the time. “Are you also losing DVH coverage when you retire?” Spouse in the House - we are wasting opportunities. Should be bringing up ancillary products for spouses as well as the client EVERY time. Discovered that we are wasting opportunities because they are not in CRM to pull reports for later. Should be collecting spouse data for every client and adding them to radius appropriately. Review their plan if they are already on Medicare. Set as an "early bird" (Category we made up for this) for future follow-up if still Under 65. We will never find them if they are only mentioned once in the notes Chats- consistently missing them. You get the chat; you get the lead. (We use Purechat - found here). Christopher Have the Tech Team check hyperlinks/websites/phones/voicemail daily to see if they are working Review requests automatically being sent in post-sale emails - let’s check those first. Problems? Address during that call so they have a forum to vent then and there. Hurricane season is upon us. -Be prepared! -Have evacuation plans and make sure your laptop bag has everything you need. There is a new bill concerning Medicare being proposed. -It is to include DVH in Medicare. If it passes through the House and the Senate, we will release a video on it. Continue selling DVH plans and doing what is best for the client now. If the bill is passed there will be a chargeback on the DVH policies sold. Update: 7/14/21 Selling points for DVH and Life insurance policies. - Lock in lower age bracket rate at age 64 - Life insurance rate is locked in for life! Cancer insurance is not available to purchase in California when they've turned 65, but if purchased at 64, they can keep it. Always better to lock in a Cancer plan, dental, or life at age 64.

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