Process Improvements – MID-AEP – 11-20-23

Process improvements and updates on AEP business. Agenda is below the video: Meeting Notes: AGENDA Chris No more age restrictions on who we will try to help. South Carolina SEP does not end on 12/7 due to the hurricane disaster declaration. In Library See what other states may have SEPs to continue doing MAPDs after AEP Zoom as a backup for phones down. All sales will have their own account. We can text and email a link or phone number where they can dial in or meet us online for a verbal-only (or video) call. Appointments @ top of the hour and urgently pulling Admins to call about 10-15 minute delays. Aetna Cancer’s Re-Occurence Benefit (handout/Flyer/Brochure?) Create a Gmail Filter & Label for Jotform emails to all go to one label. See how here Thanksgiving Holiday Week - staffing discussion In the confirmation email of the scheduled appointments, create a playlist on YouTube of educational videos that relate to the appt they are scheduling T65 MAPD F/U ETC. Mikayla Blank template email in radius: We changed the subject line but please change the line to something more eye-catching that was just changed to avoid them just getting a “.” Jennie The underwriting deadline, US Fire is still taking a while. ACE is doing well. Most insurance companies are processing pretty quickly; however, the issue is the folks not doing their phone interviews. If we change effective date from 1/1 to 2/1, we will need the disenrollment letter from the MAPD carrier before U/W will approve it. Sales Meeting Screen Share - https://www.screenleap.com/ This is what I used to do. Builds Trust and helps explain For those who want to “sit down” , like my mother-in-law Sales incentive comp plan 80+ the compensation will be $38 we don’t want to be known for discriminating against age and MBO will not help them either, so we are going to help. Agent is waiting for information from admin to do something but no notes or clarification on it Agent asking about appointments, only ask if you actually need clarification if it's just because you are upset about the appointment, don't put in chat No RX notes As much as possible, limit rescheduling, especially when they are T65 and this is our first contact with them (some have been R/S twice). Constructive Feedback for anyone can be funnelled through Keyanna and Mikayla and they can nicely tell the people

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