Dispositions are carefully reviewed and analyzed daily by both cXp and eternalHealth. Some are self-explanatory but this guide should help clarify when to use certain selections.
Disposition | When to Use |
|---|---|
Enrollment Completed | Enrollment has been completed |
Scheduled Appointment | Appointment has been scheduled |
Ineligible - No Part A or Part B | Doesn’t have part A or B and will not in the coming 3 months |
Ineligible - Not in Service Area | Doesn’t live in the three counties we service |
Deceased | Caller is notifying us customer is deceased. If they are requesting to be removed from the mailer list then the “Remove from Mailer” list disposition should be used rather than this one |
Ineligible - Other | If the customer is ineligible for reasons other than those listed above. The other reasons should be notated in Five9 and the call tracking form |
Mailer Request – Guide | Caller has requested a guide. An attempt should be made to engage in conversation and enroll today. If no enrollment today, notate customer name and address in profile and offer to schedule an appointment about 6 days out since the guide should arrive within about 4 days. |
Mailer Request - Kit | Caller has requested a kit. An attempt should be made to engage in conversation and enroll today. If no enrollment today, notate customer name and address in profile and offer to schedule an appointment about 6 days out since the kit should arrive within about 4 days. |
Remove from Mailer List | Caller requesting to be removed from the mailing list. Notate customer name and address in profile. |
Interested but not ready to purchase | If the customer is still interested. Only use after attempting to overcome objections if offer to schedule appointment is declined. |
Not Interested – Benefits | Shopper ultimately declines to enroll through us because they believe their current coverage is better than what we have to offer |
Not Interested – Network | Shopper declines to enroll through us due to providers/hospitals not being in our plan networks and out-of-network PPO benefits are not satisfactory |
Not interested - Plan too new | Shopper declines to enroll through us due to expressing concern about our plans being too new |
Union/Employer Coverage | Shopper already has Union/Employer coverage and opts to keep this coverage |
Test Call | Only use when lines are being tested |
Disconnected – Call Suddenly Ended | Use if the call suddenly ends. You should have verified a good callback number at the top of the call. Call back to verify if it was an accidental disconnect by the shopper. |
Disconnected – Tech Issues | Use if the call ends due to tech issues. For example, if there are audio issues and the caller can’t hear you or vise-versa until the caller disconnects. Call back once the tech issue has been resolved if you verified a good callback number at the top of the call. |
Disconnected - Other | Use if the call ends due to issues other than those listed above. Notate the reason for the disconnect in Five9 and the call tracking form. Call back if you verified a good callback number at the top of the call. |
Dead air | If you answer the call with no response until the other end disconnects. Check your audio settings and chat tech to ensure your system is set up correctly. |
In Home Visit Request | The primary goal is to enroll over the phone. Only use this disposition for callers who are adamant they are only interested in an in home visit request promised from a mailer, email, or TV add. Notate caller’s name and address in their profile. |
Webinar | The primary goal is to enroll over the phone. Only use this disposition for callers who are adamant they are only interested in a webinar as promised from a mailer, email, or TV add. Notate caller’s name and email address in their profile. |
Seminar | The primary goal is to enroll over the phone. Only use this disposition for callers who are adamant they are only interested in a seminar as promised from a mailer, email, or TV add. Notate caller’s name and phone number in their profile. |
Left Message | Use after leaving a message on outbound calls when dialing back for a scheduled appointment or for an assigned outbound lead. |
No Answer | Use on outbound calls when dialing back for a scheduled appointment or for an assigned outbound lead and there was no option to leave a message. |
Pending Callback for Inbound Enrollment | Use on outbound calls for customers ready to enroll but who need to dial back for the inbound enrollment. |