MEDICARE SCRIPT ROADMAP

MEDICARE SCRIPT ROADMAP 2023

INTRO

QUALIFIERS

TRANSFER

Learning & Development

MEDICARE SCRIPT ROADMAP 2023

CLOSE

KNOWLEDGE CHECK

Learning & Development

COMPANY NAME

Process Button

• Once we've confirmed all of the qualifier information, we need to make sure we save it before attempting to transfer to the Licensed agent by clicking on the Process button.

• Once the information has been saved, the system will automatically populate a URL web address on the emty field next to the Process button.

Main Close

This is a campaign requirement

• We should state the 10 to 15 minutes timeframe on every single call.
• Do not change the statement or timeframe provided to the customer.

• Be ready for any time limit objections by using the Busy rebuttal

Second Qualifier

Age determination:

Customers must be +65 years old to qualify

• The only exception would be SSDI recepients who have already been in the program for at least 24 months and have already been approved for Original Medicare (Parts A & B).
• If they have not applied yet or are still waiting for their benefits to be active, they're disqualified.
• In those cases we can advise them to contact 1 800- MEDICARE directly.

First Qualifier

Original Medicare (parts A & B)/ the Red, White & Blue card.

• Customer MUST have Original Medicare (parts A & B)
• If the can't confirm, we must ask if they've already received the Red, White & Blue card.
• If they cannot remember we can schedule a callback for them to check.
• If they only have Part A or Part B, they're disqualified

Engagement Statement

This will help us:

• Transition between 1st and 2nd qualifier
• Create rapport
• State a few examples of benefits we're allowed to mention

• Generate more interest so that the customer provides all the information we need and stays on the line long enough to complete the transfer

RECORDING DISCLOSURE

Fifth Qualifier

We need to make sure the customer confirms his Date of Birth (DOB) so that the Licensed Agent can find the correct policy and advise them about their current benefits.

• If the customer is less than 65 years old and has NOT been on SSDI for over 2 years, explain to the customer they're not eligible and dispostion as Disqualified.

Customer's name

• When the script pops up with a blank space in the customer's name section, continue with the rest of the intro and qualifying questions and wait until right before starting the transfer process to ask for the customer's name

"What's your first name so I can introduce you properly to the licensed agent?"

Transfer Script to Agent

"Hi, this is [[Agent Name]] and I have [[Customer's Name]] on the line with zip code *****.

They would like to check their eligibility and review their Medicare Benefits. Can you take the call from here? "

Transfer Script to Customer

"Great! I will connect you to a licensed insurance agent in your area, to check your eligibility and do a quick review of your benefits ok?

I'll remain on the line with you until they answer. Please stay on the line with me. I'll be introducing you. Thank you. (client’s name)! "

ADDITIONAL BENEFITS

Only to be mentioned if the customer objects as part of the rebuttals

TIMEFRAME RESTRICTIONS

If the customer says they recently reviewed their benefits, we should confirm WHEN that last revision was

• If the customer says it was LESS than 3 months ago, say something like ''you should be all up to date, thank you for your time" and disposition as Disqualified.

• If the customer says it was MORE than 3 months ago, say something like ''there might be available benefits you're not aware of" and continue to qualify.

CUSTOMER'S NAME

CALL CLOSING

"I have my licensed insurance agent on the line with us. He/She will take the call from here. You both have a nice day!"

• Please make sure that once you're done with the call closing, you drop from the line by clicking on Leave Conference Call.
• There will be sensitive personal information that the customer will be sharing with the licensed agent and we're not allowed to remain on the line listening.
• That secondary pop up window will close and the call will end automatically.

• Please make sure you disposition as soon as possible.

Failed transfer

When we attempt to complete a transfer and there's an automatic recording that says 'there are not available agents, please try again later'

• Attempt to transfer again
• If call doesn't go through, dependig on the customer's patience you can attempt to transfer a third time.
• If 3rd attempt fails, schedule a callback, collect the customer's phone number and immidiately report it to your supervisor

When we attempt to transfer, and the transfer call goes to a busy tone and hangs up:

• Go back to the script and make sure all fields are filled out, and there's a URL next to the process button (complete any missing fields and click on Process again)
• . On the Contact page, make sure the ZIP code and DOB info show up (if they're missing, add them) and click on Apply Changes.
• Attempt up to 3 times max and if all attempts fail, schedule a callback and report to your supervisor.

Third Qualifier

We need to verify the ZIP code to make sure we transfer the customer to a licensed insurance agent in their area.

• If the ZIP code field is blank, we have to ask the customer to provide it.
• If we already have a ZIP code on the script, we just need to read it out and ask the customer to confirm if it's correct.
• If the customer refuses to confirm the ZIP code, explain that it will be necessary to route him to the correct licensed agent.
• If customer still refuses to provide, close the call and disposition as Not Interested.

Fourth Qualifier

We need to make sure the customer is NOT currently enrolled in Tricare, VA or a retirement plan.

• If the customer is currently enrolled in one of these programs, we need to let them know they're not eligible for the free assesment we're calling to offer and disposition the call as Disqualified

Xfer/Sale Disposition

• As soon as the pop up window closes, please select the Xfer/Sale disposition.
• The system will automatically log you out if you do NOT choose a disposition within the first 10sec.
• It's very important that if you miss the disposition, we make sure you follow the troubleshooting guide to fix it.
• Any sale that isn't dispositioned as Xfer/Sale we will not be able to track for completion or duration.

REASON OF THE CALL

Billable Transfer

Please remember that your call will only be considered as billable or elegible for commission bonus structure if it fulfills the following requirements:

• We followed the script throughout the call with a 98% accuracy
• Confirmed all qualifiers with the customer
• Customer was interested and eligible (we did not mislead or manipulated the customer to accept the transfer or used multiple rebuttals)
• Call duration after we transfered was at least 7mins long (to qualify for bonuses, above 5 transfers daily in our permanent Medicare campaigns, tiers are based on call duration)

The INTRO is a crucial part of the script, as it contains a lot of legal disclosures we're required to read on every single call due to compliance requirements.

We need to make sure we open the call within the first FIVE seconds and greet the customer first, do not wait for them to say 'hello'.

AGENT'S NAME