Warm Transfers
Follow this process for warm transfers
Place the participant on hold prior to the transfer.
Speak with the agent to let them know you have [participant name] on hold.
Let the agent know any pertinent details including:
If they are aging-in vs currently on group coverage without part B
If customer has confirmed enrollment status into Medicare A/B and/or Group coverage
If customer is unsure of their enrollment situation
If customer has expressed interest in receiving assistance enrolling into A/B
If customer has expressed interest in learning about MAPDs, Gaps, PDPs
Etc
Take the participant off hold:
Mr/Mrs [participant name]?
Thank you for holding, I have [agent name] on the line with us. He/she will assist you from here. I’ll go ahead and drop off, have a great day!