Prep for AEP – Getting Ready – 08-22-22 Internal Office Meeting

AHIP is done in our agency, and carrier certifications have almost all been completed for AEP. Lots of updates, reminders, and internal policy improvements here. See meeting notes under the video: AGENDA Hannah Moving and losing MAPD - schedule with agents that can do Med Supp & MAPD (even if they only want a supp) MAPD Appointments If they DO NOT have a SEP to change plans, the appointment should only be 30 minutes so the agent can discuss Cancer/HI. If they DO have a SEP, ensure we are getting them in LA pro and letting them know they will get the link to submit their doctors/meds. We should follow up with them during calendar checks if we have not received the info yet. Missed Appointments: we should use ALL methods of contact to reach them. We are seeing more and more instances of people not seeing our calls/VMs due to call blocking software. Should be treating it live a VM we are trying to schedule: LVM, TXT, Email Reach out again during lead follow-up to try and get them back on our calendar Mental Health Days Don’t let yourself burn out to the point that you end up calling in sick (or getting sick). We all need a break now and then. Come talk to me, and we can figure out some time for you to use PTO and take a mental health day. This will also help everyone in the office and clients who expected us to be there for appointments (that we won’t schedule if you’re off, for example.) AEP is approaching & we are in full swing prep mode. Expect me to be harder than usual on you in the upcoming weeks so we can head into AEP with our best foot forward. Need to make sure we are checking VMs regularly- Friday afternoon, everyone left, and there was still a VM on the sheet from 4:30 that no one had looked at. It took me 2 minutes to send them a text answering her question. Chris 60-day availability on Calendly for MAPD, starting now, August 22 to open until October 22 now, etc. Remind every client on every call to put October 15 on their calendar for Part D StartPartD.com Mirroring clients is good, usually. When angry and ranting, let’s try to calm them rather than mirror that behavior and escalate to the termination. Before calling someone on the new client voicemail/intake sheet, see if they’re already booked on the calendar search by name before reaching out. Our marketing plan update Growing!!!

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