Shady Carriers Stealing Clients? 09-19-22 Internal Office Meeting

When carriers take your clients behind your back and other process improvements in communication to help AEP be easier than ever before. See meeting notes under the video: Notes: Missed Meetings or Trainings - If you miss a meeting, it is your responsibility to watch the recap & review the notes to stay updated. Annual Notice of Change (ANOC) - these are being sent out by all MAPD & PDP plans, and our clients will call in with questions. We cannot discuss anything related to 2023 plans until 10/1. ANOCs outline the changes that will be happening for their existing plan starting January 1st. It Will show differences in premium, copays, deductible, etc. They should hold onto this notice until AEP, when they can compare options. Fretting over the changes now is a waste of their energy. Once the 2023 plan details are released in October, they can compare all options and see which plans are a good fit for next year. If they think they will stick with the same plan because it only went up a few dollars, encourage them to look past the premium. Example: My dad’s PDP premium will be relatively similar, but Tier 3 Meds will go from a $47 copay to a 20% Coinsurance. That means his Trilogy will increase from $47/mo to $120/mo. Even though the premium didn’t change significantly, his overall costs will be doubled. Voicemails - Consistency is key. Slipping on contacting promptly. On Wed, we left with 3 VMs from 2-3:00 still on the sheet. Should not be ending the day with uncalled VMs. Please review the Voicemail Sheet Protocol. If we don’t call them back ASAP, they are moving on to someone else. Recently I needed a new lawn care company, so I called someone that was recommended. My last company was a disaster, and my yard was nearly 2 ft tall, so I was desperate and needed help ASAP. When I didn’t hear back, I called someone else. Our leads are doing the same thing. Compliance Changes are coming that will be implemented very soon. Please pay attention and make every effort to adapt quickly. These changes are mandatory industry-wide and WILL affect your contracts with the carriers if failure to follow them leads to complaints. More info to come on how these will be implemented. We are working on solutions that cause as little disruption as possible to our existing processes. Declines- consistently missing notification for clients who are declined (found one Friday from June) Moving forward, declines will be indicated with a red row as normal. Once you have notified the client of the decline, turn the row the color “red berry” (directly to the left of the existing color of red) so we can easily see who still needs a call. PDP Appointments are a LAST resort. PDP CHECKLIST Agents - Make sure you set the expectation on the initial sales call that this will be done via StartPartD.com. If we keep seeing that this seed is not being planted from the get-go, we will reduce or eliminate bonuses on PDP sales. Looking at implementing a 3-strikes your out policy. Admins - Make sure we are referring them there first. Most people will object at first but can be won over We have to get comfortable with “selling” them on the idea of SPD by letting them know: We created this website with them in mind. There is a video on how to compare plans and enroll. We only have the plans we recommend and work with on there This is the fastest and easiest way to choose a PDP We are not taking PDP appts for AEP at this time. We will schedule anyone that still wants one once AEP starts. We do not have the booking links set up the way we want them for AEP yet because we are still finalizing training. PDP appointments WILL fill up & we HAVE to leave room for other appointment types. If we book everyone who wants a PDP appt, we won’t have time to help anyone with a Med Supp or MAPD. We only do PDP appts for clients with their Med Supp with us. Exceptions: Spouses of clients who could not HQ to change with us.

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