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    New Script: Special Enrollment Period: Call Opening: Call Purpose

    Uploaded by

    Zaarib Ali
    This document outlines a script for a call to provide a customer information about additional Medicare benefits during a special enrollment period. It includes mandatory questions about the customer's current Medicare and Medicaid coverage, probing questions to understand copays and premiums, qualifying questions to determine eligibility for a special enrollment period, and final questions to verify the customer's ability to enroll in a new plan before transferring them to a licensed agent.

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    © All Rights Reserved
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    New Script: Special Enrollment Period: Call Opening: Call Purpose

    Uploaded by

    Zaarib Ali
    198 views5 pages
    This document outlines a script for a call to provide a customer information about additional Medicare benefits during a special enrollment period. It includes mandatory questions about the customer's current Medicare and Medicaid coverage, probing questions to understand copays and premiums, qualifying questions to determine eligibility for a special enrollment period, and final questions to verify the customer's ability to enroll in a new plan before transferring them to a licensed agent.

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    This document outlines a script for a call to provide a customer information about additional Medicare benefits during a special enrollment period. It includes mandatory questions about the customer's current Medicare and Medicaid coverage, probing questions to understand copays and premiums, qualifying questions to determine eligibility for a special enrollment period, and final questions to verify the customer's ability to enroll in a new plan before transferring them to a licensed agent.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    198 views5 pages

    New Script: Special Enrollment Period: Call Opening: Call Purpose

    Uploaded by

    Zaarib Ali
    This document outlines a script for a call to provide a customer information about additional Medicare benefits during a special enrollment period. It includes mandatory questions about the customer's current Medicare and Medicaid coverage, probing questions to understand copays and premiums, qualifying questions to determine eligibility for a special enrollment period, and final questions to verify the customer's ability to enroll in a new plan before transferring them to a licensed agent.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 5

    New Script: Special enrollment period

    Call Opening:
    Hi this is _______ and I am a Health care specialist.
    How are you doing today?
    Call Purpose:
    Today we will provide you information regarding additional Medicare
    benefits as you have shown interest.
    MANDATORY QUESTIONS
    1.I believe you have Medicare with part A & B correct?

    2.Apart from Medicare, do you have Medicaid in addition to your Medicare


    benefits? (If customer has Medicaid: SEP QUALIFIED-NO MORE
    QUALIFYING QUESTIONS NECESSARY. AFTER PROBING
    PROCEED DIRECTLY TO FINAL QUESTIONS. IF CUSTOMER DOES
    NOT HAVE MEDICAID MAKE SURE TO QUALIFY THE CUSTOMER
    USING THE QUALIFYING QUESTIONS BELOW)

    Probing Questions

    1.Whenever you visit your doctor or a hospital or even your specialist, do


    you pay some money out of your pocket as a copay?
    If Yes- So May I know how much co-pays you are paying currently for your
    Doctor& specialist?
    We can help you to save those co-pays, so next time you don’t have to pay
    as much out of your pocket. Your insurance will be able to cover this for
    you. (Proceed to qualifying questions)
    If customer doesn't pay co-pays: That’s great that you don’t have to spend
    money out of your pocket.
    2.What about your dental, vision and hearing? Do you pay for it or do you have
    coverage through your insurance?
    If customer does not have coverage: So today I will help you get a plan
    that will have coverage for dental, vision & hearing with a monthly
    premium that may be as low as $0 (Proceed to qualifying questions)
    If customer has coverage: That’s great, so do you get coverage for
    everything like:
    -Eyeglasses
    -Dental surgeries, cleanings, fillings, and dentures
    -Hearing aids
    Note: If there is any benefit from this list that the customer says they do
    not have we may still be able to provide coverage as per customers’
    requirement (Proceed to qualifying questions)
    If customer has coverage for everything:
    3.Apart from this, do you pay for your prescription drugs?
    If yes: So today I will help you to get coverage for prescription drugs
    which will save your money on medicines. (Proceed to qualifying
    questions)
    If No: That’s great that your insurance covers for your prescriptions.
    4.What is your monthly premium for your current insurance?
    If the costumer is paying a monthly premium: So today I will help you to
    save money on your monthly premium which may be as low as $0.
    Doesn’t this sound great?? (Proceed to qualifying questions)
    If the customer already has $0 premiums: That sounds great that you pay
    lower premiums.
    5. Are you currently paying deductibles for your insurance? If yes, how
    much?
    If the customer is paying deductibles- That’s a huge amount, but today we
    may help you find a plan that can potentially lower your deductibles to as low as
    $0. (Proceed to qualifying questions)
    6.If customer has all the coverages, try to pitch for a comparison to
    potentially save money on existing insurance:
    That's great you have all the coverage's and you pay less premiums but there are
    still a few things missing on your current plan, and as you might not be aware
    every year these plans change, so today you can compare your insurance and
    check what's missing & get these additional Medicare benefits with no obligation
    to you.

    Qualifying Questions
    Note: If customer has Medicaid skip to final questions
    1.Sorry to ask you: Are you suffering with chronic illness such as diabetes,
    heart disease, cancer & HIV/AIDS? (SEP qualifier. Proceed to final
    questions)

    2. Do you get any extra help through your state like State pharmaceutical
    Assistance OR LIS (Low Income Subsidy) to cover your prescription drug
    costs? (SEP qualifier. Proceed to final questions)

    3. Have you recently moved or are planning to move to a new zip code or state?
    (SEP qualifier. Proceed to final questions)

    4. Are you currently living in or moved out of a facility like a nursing home, home
    health care, skilled nursing etc.? (SEP qualifier. Proceed to final questions)

    5. Lastly, can you please help me with your 5 digit zip code?

    If Qualifies: Great! That’s all I need, I will now connect you to a licensed
    agent from your own zip code and county to provide you the no obligation
    quotes.
    Before I get you connected, I need to make sure that you can spare 10-15
    min of your time to enhance and upgrade your Medicare benefits which
    will definitely save you money every month. (Get affirmation. If customer
    doesn't have time, do not transfer)

    Before I transfer you, I need to ask a couple of


    Final questions (MANDATORY).
    1. Are you diagnosed with End stage renal disease (ESRD), otherwise
    known as kidney failure? (If yes: Not qualified, Do not transfer)

    2. Are you authorized to make your own healthcare decisions? (If No: do
    not transfer the call. Ask who has the power of attorney, if power of
    attorney is available talk to them and transfer)

    3. Do you receive health insurance coverage through your employers /retirement


    benefits currently? (If Yes- Do not transfer)

    4. Since you have Medicare part A and B, I need to make sure do you have
    the new red white and blue Medicare card with the combination of
    numbers and letters on it? (If the customer does not have the new
    Medicare card, do not transfer)

    We are now ready to transfer you to a licensed agent. Before I transfer,


    please let me read a small statement which is just a call back authorization
    Read TCPA as mentioned below: TCPA (The Telephone Consumer
    Protection Act):
    By speaking to our live representative you agree to our privacy policy,
    And authorize us and the insurance service providers to contact you even
    if you are on a DNC list, Please be aware that you don’t have to provide
    your consent as a condition of service. (Need to get an OK/Yes from the
    customer)
    If Yes- Wonderful. Please hold while I connect you with a licensed agent

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