“Well, that there plan will fit you better than a kick in the butt.”
“The plan that you have chosen will fit your needs and qualify you for funding.”
“The MAPD that you chose is CMS certified and considered to be creditable coverage, so you will get your funding from the funding specialists.”
Place your hand over the microphone and ask the card holder to come back to you.
Ask your customer to hold so you can quickly sign the card.
Wave the card holder on so you can finish your call, and then sign the card when your call is finished.
Close the call as soon as he hangs up so you can get the next call waiting
You leave notes in the SSC stating that Mr. Thomas called but didn’t need help.
You leave notes in the SSC stating that Mr. Thomas called to state that he wanted to keep the insurance he had this year.
Go though each section once. IF the customer has a question or needs you to repeat something remind them that they will get this information in the mail after the enrollment.
Make sure that the customer understands the key benefits of the plan they are enrolling in and how it works.
Make sure that you answer all of the customer’s questions, but you do not have to read the whole disclaimer. You can read only the important parts.
IM or email BA Anderson to call the customer back.
Forward the call immediately to BA Anderson’s supervisor.
Apologize to Mrs. Peters for the difficulties that she has been having; start asking questions and reading the notes in SSC so you can resolve the situation, or transfer her to the correct department
“I'm not sure. Please call us back in a week or two if you still don't have them.”
“They should have been there by now.”
“It can take 4-6 weeks from date of application until you receive your cards.”
“That is a great question. May I place you on hold for a minute while I research that for you?”
“Sorry, this is my first day taking calls. Let me ask my supervisor.”
“Um, I think that benefit is included in this plan.”
Tell the customer that the last BA they spoke to was wrong and that you have to start all over again.
Explain that the last benefit advisor they spoke to did something wrong, and send an email to the past BA on how to fix the issue before you transfer the customer to a CSR.
Send a detailed email message to your supervisor with the CID and exactly what happened so the supervisor can investigate.
“I know, right? They are horrible for throwing you under the bus.”
“I know this is a frustrating situation. I am going to find you a great plan to help make the transition smooth for you.”
“Make sure that you file a formal complaint with the state and local government.”
"You should sue."
Write the name of the drug, its dose, and directions in the SSC notes, and continue to the next drug in the profiler list.
Immediately inform the customer that their drug will not be covered by any drug plan and continue to the next drug in the profiler list.
Immediately inform the customer that they drug will not be covered by any drug plan and then write the name of the drug, its dose, and directions in the SSC notes