Process Improvements for AEP Nov 1, 2021 Meeting

How we are fine tuning and adding automation to help with clients screening. See this internal office meeting video below: See the video: Notes from the meeting: AGENDA Hannah Use the booking links (Calendly) at every opportunity Who can we send booking links to? Any OE/T65, DVH, MAPD PDP & Renewals (with appropriate disclosures about other options first) Send these by text/email vs playing phone tag for days Can leave the link in our VM if they don't answer our call If someone says they are healthy in their VM or email, we can send them to SeniorSavingsNetwork.org/aetna (has an example of the health questions). They're not exactly what their questions will be, but gives them an idea of the Underwriting process and questions that may be involved. After self-screening, they can book an appointment on our calendar IF they are still "qualified" somewhat. Use our other resources to send clients to answer their questions, explain options, etc: MedicareOnDisability.com (under 65 and can we help them with a Supplement or not?) MedicareAdvantageNearMe.com (Quickly look at MAPD options during AEP and sign up, if they want to.) StartPartD.com (All clients go for Part D sign-up) AllAboutMedicareAdvantage.com (Education about MAPD vs. Medicare Supplement - updated in real time) PlanNMedicare.com (Explain Plan N vs. Plan G / Plan F) Take 2 minutes to look through the “Client Links” tab on the Library so you know what is there. These were created to keep us from having to explain the same things over and over. Prioritize - I’ll keep saying it until we get it right Phones/VM, Returning emails (Internal Support), Admin tasks, Approval/PDP needed, Everything else. Work smarter - accomplish as much in one “transaction” as you can. Creating a Radius/CRM entyry for a Voicemail we got? Go ahead and call, send a booking link, email, etc. Calling back a current client from the VM? Make sure there are no upcoming Calendar Calls to complete with this same person, while on the phone. Chris 11/5 - Last Day of OE for many large employer groups If someone has a drop-dead “ACT BY” date, we can find room for them on the calendar regardless of what the calendly says. Biden’s proposal has now changed. Dental & Vision are OUT. Hearing Aids would be covered, starting in 2024. There is still NO bill in Congress to even vote on. CLUSTER When calling voicemails make sure we are making it known that we are “RETURNING THEIR CALL” The first 3 seconds are crucial and want to avoid being hung up on or nasty attitude because they are being bombarded with spam calls right now. Before asking how they are make sure you’re saying something along the lines of “I’m calling you back”, “Returning YOUR call”, “Returning YOUR voicemail”, etc. Will be creating a video and FU link showing some sample underwriting questions. This will be sent to FU leads with the booking link to use IF they are able to answer NO to all the questions. All year OE states do not need to go through the health questions and need to only be sent the booking link. (OE states: CT, NY, VT, WA)

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