Use the customer's Medicare card information to look up his current plan on Medicare.gov.
Tell the customer to call the carrier
Tell the customer you cannot enroll him into an MAPD
Look in the SSC to see if we have enrolled him before. If not, then we can enroll him in any plan.
Part A
Part B
Part D
All of the above
True
False
True
False
True
False
Special
Warehouse
Regular
Special
Warehouse
Regular
Special
Warehouse
Regular
Special
Warehouse
Regular
True
False
True
False
True
False
True
False
Proceed with enrollment for 01/01/2015 effective date with Priority Health
Proceed with enrollment for 12/01/2014 effective date with Priority Health
Proceed with enrollment for 12/01/2014 effective date with a different carrier.
Tell them you would be happy to clock in for them once you’re done with your call, but when they arrive, tell them you were unable to get off the phone.
Log into their profile and clock them in, as they were only a few minutes away.
Explain that it would be unethical for you to clock in on their behalf.
Alert your supervisor about this request.
Options C and D
Proceed with the current applications, after all they are probably worn out and ready to get off the phone.
Proceed with the current applications and if they happen to remember the dental and vision choices, tell them they can call back in and speak to the dental and vision enrollment team.
Remind them that they specified the desire to discuss dental and vision options. If they were still interested, you would review those options now.
Remind them that they specified the desire to discuss dental and vision options, but if they were tired of being on the phone, they could just call back at a later day to complete that enrollment with the dental and vision enrollment team.
Tell her she’ll pay a lot more this year because if the prices are not showing in your system they must be expensive drugs.
Go to Medicare.gov to see if the prices are listed. If they're not, explain that we do not show the price in our system and there's a possibility she will be responsible for the full cost of the drugs.
Tell her she will probably pay the same amount she’s been paying for the drugs. They are probably generics and since they are so inexpensive, she shouldn't worry too much about it.
Tell her our system has a lot of glitches but the drug is probably covered. If it's not, she can ask the pharmacy if they have a generic drug discount list so she doesn't have to pay full cost.
Give them OneExchange’s contact information and ask that they call back as soon as possible to complete the applications and that any benefit advisor will be able to assist them
Give them your name and OneExchange’s contact information and ask that they call back and ask for only you to complete the applications
Tell them that they must complete the applications today for them to go into effect on time