October 24 ’22 Internal Meeting – AEP Tweaks & Fixes

AEP Appointment management, handing the PDP and MAPD appointments ahead of time and managing expectations with clients when you have too few appointment spots for AEP. These and more topics during the height of AEP. See meeting notes under the video: Notes: Not everyone needs an appointment. Look for a reason NOT to schedule. Treat the schedule like there’s only one appointment left. If that were the case, would you schedule it? Current Client- look at their renewal day. Check the notes for the last time we reviewed their plan. They likely do not need to do anything other than use M.ID. (StartParttD.com) Did they see the AEP update email? No? Resend and ask them to take a look. Leads- MAPD have to emphasize that we need the doctor/drug info or we cannot help them in the allotted time. Booking so far out, we are losing people to competitors before they even get to talk to one of our agents. We need to reassure them that we have plenty of time We need to make sure we aren’t booking unnecessary appointments, so we don’t have so our availability is more manageable, and you don’t have so many people shocked by the earliest appt date. Unnecessary appointments also take money from the agent’s pocket. They could have been talking to someone they could help. They are very kind generous people, but they also work to make money. Let’s help them do that. Someday you may be the one in their seat. New Lead VM - starting to pile up. Let's start getting a text to everyone on the sheet first. Then we can reevaluate through for calls. Hopefully, some of the leads will have already booked an appointment by the time we cycle through for the call. (This is not our normal procedure, but we have to switch gears due to volume.) Agents: MAPD → Med Supp SUPER Important that you indicate “MAPD to Med Supp” under “Special Circumstances” on the Client Sheet. This triggers the progress to start tracking whether or not they get a PDP. PDP Appointments - We need to send people with NO MEDICATIONS to SPD. People coming off of an MAPD need to get a Drug Plan (PDP) to kick them off of said MAPD. Our agents need to have availability for these people to make sure they do everything correctly to get off of the MAPD. MAPD / PDP Customer Response Sheet It is easier to input submissions as they come in rather than letting it build up and only working on entering information into LAPRO and Radius the day before the appointment. Once you have updated LAPRO, Radius, and Google Calendar, then you can add that little asterisks to the “title” of the appointment in Google Calendar. Even though clients have medications in LAPRO already, you still need to compare them to what they submit for 2023. The best way to do this is to uncheck all boxes next to the already listed medications in LAPRO and then re-add them based on the submission document. Fill in each cell in the response sheet as you go so that you don’t miss any medications AND anyone else working on the sheet can see that you are actively working on this and won’t work on the same client at the same time. If the client has medications that have multiple listings in LAPRO and the client did not submit the very exact information for a medication - please add something to LAPRO as a spot holder/place keeper, so the agent doesn’t have to fool around with spelling, etc and make a note of that in the client’s Radius. Please do NOT add any personal information such as medications to the calendar. If you make a note to review Radius before the appointment, and add those notes in Radius, you are setting the agent up for a successful and easier appointment. Overtime - Let's ensure we are not clocking in to clock in. Seeing many hours with nothing happening is not what OT is for.

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