October 31, 2022 Internal Office Meeting – Improvements during AEP

AEP things to add, improvements to process, and more. See meeting notes under the video: Need to talk about Cancer on EVERY MAPD call - (HI + Cancer even better) There is a huge expense to the client for cancer treatment on most MAPD plans. A cancer diagnosis is one of the fastest ways to reach the MOOP. Remember the Hospital Indemnity cheat sheet is available in the library with highlights and comparison notes for the main HI products we work with. GTL has the “Fill the Gaps” tool to suggest benefit amounts based on your recommended MA plan. GTL & Heartland have optional Cancer riders you can add to the HI plan. Typically would suggest a minimum benefit of 2x the MOOP since there is a good likelihood that treatment will not be concluded in one calendar year. Contract with GTL here. Contract with Heartland here. Agents - please ensure we are getting apps saved and Radiuses updated before leaving for the day. Holds up the rest of the process if we are waiting on you Notes need to be made while the conversation is still fresh in your mind. PDPs for people who are New to Medicare 11/1 & 12/1 – Make sure their 2022 app and 2023 app are submitted with separate application dates. CMS looks at application dates but needs to know when an app was submitted. Fortunately, we haven’t had issues with those done on the same day this year, but last year we had to redo a lot of Nov/Dec applications because the CMS saw two apps from the same date and only approved one.. Submit the 2022 app first Wait at least one day and submit the 2023 app. Scheduling We need to move toward efficiency. Take your notes directly in radius so that you are ready if someone CAN take a live transfer. You don’t need to spend an additional 5-10 minutes moving notes from paper to the computer. Current Clients Make sure to check when their last renewal appt was. If they’ve already had one this year, they don’t need to do another unless they get a rate increase. Send to SPD to review their PDP and remind them we will reach out at their policy anniversary for the annual review of their Supp Leads OE - Listen for indicators we may need to review MAPD & Schedule appropriately. We don’t want to get to the appt and realize they cannot afford a Supp & don’t have time to collect all their doctors on the fly. F/U - When they can’t HQ we are allowing them to place that burden on us We do not set the standards. We do everything we can to operate and help people within those standards If it were up to us we’d be getting you on the plan you want right now. Move the conversation on to what we CAN do. MAPD → Med Supp but can’t HQ - We are letting them off the hook too easily that they don’t want to review because they can’t get a Supp. They called for a reason - they are not happy with their plan. Not all MAPDs are created equal They may dislike their plan because it has no out-of-network options - we can help them look for a PPO They may dislike the MOOP - we can help them look for a plan with a lower MOOP They may not be happy with the dental - we can help them look for dental If they can’t seem to get past the health issue discussion but are willing to compare plans, let them know you will leave a note for the agent about the disqualifying factor, and if for any reason you're mistaken, the agent will let them know. We are letting people steal our time and energy. You only have so much of yourself to give. Each conversation is a little chip away at your energy for the day. Don’t allow people to take more than is needed. Admins - no reason to spend 30 minutes on the phone. We must get better at controlling the conversation to make it through all the other people asking for our help. Sales - if we can’t help, move on to someone on the VM sheet we can help Empathize – Don’t apologize. If we owe an apology because we messed something up-, great. Let’s own our mistakes and figure out how to make it right. If they are not happy that they can’t HQ, that we can’t get them to an agent right that second, we don’t do PDP appts for non-clients, etc… Explain why Empathize with their situation Move on to what we CAN do

Recent Posts