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MEDICARE BREAKOUT VIDEOGAME

Alejandra Lara

Created on July 6, 2023

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MEDICARE

BREAKOUT

VIDEOGAME

PRESS START

HIGH-SCORE

232323

MENÚ

1 2

INTRODUCTION

START HERE

CHARACTERS

MISSIONS

HIGH-SCORE

232323

INTRODUCTION

Now that you have completed all the Training modules for our Medicare campaign, go ahead and test your knowledge of the product, process and system...Make sure to check the Characters section for useful resources that will help you in your quest!

MAY THE FORCE BE WITH YOU!

Characters

HIGH-SCORE

232323

CHARACTERS

PLAYER1

PLAYER2

PLAYER3

PLAYER4

HIGH-SCORE

232323

MISSIONS

Pass EACH ONE OF the missions to COLLECT A DIGIT AND COMPLETE THE PASSWORD

1 SPACE BATTLE

4 FROGGER

3 PONG

2 TETRIS

PASSWORD

LEVEL 1

OF 5

Which part of Medicare is NOT required for our transfers?

MEDICARE ADVANTAGE

PART B

PART A

LEVEL 2

OF 5

What part of Medicare covers hospice care?

PART B

PART D

PART A

LEVEL 3

OF 5

Which of the following benefits is covered through Medicare part B?

OUT PATIENT CARE

SKILLED NURSING FACILITY

INPATIENT HOSPITAL CARE

LEVEL 4

OF 5

Which of the following options offers a private insurance alternative to receive Medicare benefits?

MEDICARE PART A

MEDICARE ADVANTAGE

SSDI

LEVEL 5

OF 5

Which government program provides health care benefits for current military personnel, retirees and their dependants?

MEDICAID

VETERAN ASSISTANCE

TRICARE

CONGRATULATIONS!

THE NUMBER OF THIS MISSION IS 1

GAME OVER

CONTINUE?

YES

LEVEL 1

OF 5

If a customer says they have Parts A&B but they're under 65 years old, we should...

CONTINUE WITH THE CALL

CHECK IF THEY WERE ON SSDI FOR +2 YEARS

END THE CALL AND DISPOSITION AS DISQUALIFIED

LEVEL 2

OF 5

When a customer is confused about who we are, we should advise them...

TO CALL MEDICARE AND END THE CALL

WE ARE CALLING FROM MEDICARE

WE ARE 3RD PARTY INSURANCE ADVOCATES

LEVEL 3

OF 5

When a customer says they're receiving health benefits through TRICARE, we should...

LET THEM KNOW THEY DO NOT QUALIFY & DISPOSITION AS DISQUALIFIED

CONTINUE TO TRANSFER

TRANSFER ONLY IF THEY ALSO HAVE PARTS A & B

LEVEL 4

OF 5

If a customer isn't upset and tells us he's not interested and would like us to stop calling, we should...

READ THE DNC SCRIPT AND DISPOSITION AS DNC

TRY TO REBUTTAL ONCE

END THE CALL AND DISPOSITION AS NOT INTERESTED

LEVEL 5

OF 5

When the customer says they already reviewed their plan recently, we should...

THANK THEM FOR THEIR TIME AND END THE CALL

ASK HOW LONG AGO AND ONLY CONTINUE IF IT'S OVER 3 MONTHS SINCE THE LAST CHECK

TELL THEM WE CAN CHECK AGAIN AND CONTINUE

CONGRATULATIONS!

THE NUMBER OF THIS MISSION IS 9

GAME OVER

CONTINUE?

YES

LEVEL 1

OF 5

If a customer says they're interested but they're busy right now, we should...

OFFER A CALLBACK IMMIDIATELY

REBUTTAL ONCE AND THEN OFFER A CALLBACK IF THEY'RE STILL SAYING THEY'RE BUSY

ADVISE SOMEONE ELSE WILL CALL THEM LATER AND END THE CALL

LEVEL 2

OF 5

If a customer asks if we can help them add vision coverage to their plan, we should...

ADVISE THEM THAT WOULD BE A GREAT QUESTION FOR THE LICENSED AGENT AND CONTINUE

SAY YES AND CONTINUE TO TRANSFER

SAY WE'RE NOT ABLE TO KNOW AND END THE CALL

LEVEL 3

OF 5

If a customer only speaks Spanish, we should...

CONTINUE THE CALL WITH THEM IN SPANISH

ADVISE THEM TO CALL MEDICARE DIRECTLY AND DISPOSITION AS WRONG NUMBER

ASK TO HAVE SOMEONE TO TRANSLATE FOR THEM AND CONTINUE TO TRANSFER

LEVEL 4

OF 5

If someone answers the phone and they say the person we're looking for is unavailable, we should...

TRY TO QUALIFY THE CALLER BUT IF THEY'RE NOT ELIGIBLE, DISPOSITION AS PERSON SAYS NOT AVAILABLE

END THE CALL AND DISPOSITION AS WRONG NUMBER

ASK WHEN THEY THINK THE CUSTOMER WILL BE BACK AND SCHEDULE A CALLBACK

LEVEL 5

OF 5

If we try to call the licensed agent and get a recording that says 'there are no available agents, please try again later' we should...

TRY TO TRANSFER 1-2 MORE TIMES AND IF UNSUCCESSFUL, SCHEDULE A CALLBACK

END THE CALL AND DISPOSITION AS XFER FAIL

COLD TRANSFER THE CUSTOMER TO THE LICENSED AGENT'S LINE

CONGRATULATIONS!

THE NUMBER OF THIS MISSION IS 8

GAME OVER

CONTINUE?

YES

LEVEL 1

OF 3

If a customer refuses to provide their date of birth, we should...

CONTINUE WITHOUT THE INFO AND LET THE LICENSED AGENT WE COULD NOT CONFIRM WHEN WE COMPLETE THE TRANSFER

ADVISE TO THE CUSTOMER THAT THE LICENSED AGENT WILL NEED THIS INFO TO FIND THEIR POLICY AND CONTINUE ONLY IF THEY PROVIDE THE DOB

END THE CALL, DISPOSITION AS NOT INTERESTED

LEVEL 2

OF 3

If a customer ever asks where we're located, we should...

ADVISE THEM WE'RE CALLING FROM ANY LOCATION IN THE U.S. WE'VE LIVED IN OR KNOW OF PREVIOUSLY

ADVISE THEM WE ARE IN MEXICO

ADVISE THEM WE'RE NOT ABLE TO PROVIDE OUR LOCATION DUE TO SAFETY ISSUES

LEVEL 3

OF 3

If a customer asks how we got their information, we should...

ADVISE THEY OR SOMEONE ON THEIR BEHALF FILLED OUT AN ONLINE REQUEST FOR INFO REGARDING MEDICARE BENEFITS

ADVISE THEM WE GOT IT FROM MEDICARE

ADVISE THEM WE GOT IT FROM THEIR INSURANCE COMPANY

CONGRATULATIONS!

THE NUMBER OF THIS MISSION IS 5

GAME OVER

CONTINUE?

YES

Enter the correct password 👾

Digits acquired from missions

Make sure to have your objections and rebuttals document

Some questions will test your knowledge of our campaign dispositions

MEDICARE BREAKOUT VIDEOGAME

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Transcript

Make sure to have your objections and rebuttals document

Use your quick guide to address customers' FAQs

You can also use your Medicare guide to double check your product knowledge