Due to CMS rules, we are not allowed to enroll applicants on outbound calls. Please follow these instructions on how to complete on an inbound call.
After the customer agrees to enroll state the following:
”Due to CMS regulations, we are unable to complete your application on an outbound call. Therefore, we’ll need to disconnect and have you call back in. I’ll keep myself available but just in case you end up going to another rep, they’ll be able to get you taken care of. Please write down this number to call back: 1 800 840-5431. Are you ready to end the call and call us right back? …Ok great we’ll be expecting your callback shortly. Thank you.” End CallRemember - If the enrollee disconnects first, you’ll be in After Call Work status and will not receive the callback. Place yourself back in Ready status.
Notify the team in the team chat that you are doing a Pending Callback and to let you know if someone else receives the call. If so, be prepared to share any pertinent info to allow the other agent to move forward through the app (ie Dr’s name, ID number, verified in-network, keep your Medicare page pulled up in case of additional q’s about drug copays come up, etc).
Do not finish the Call Tracking Form until it is confirmed if you received the callback or another agent received it. If you receive it and you complete the application then you may disposition as “Enrollment Completed.”
If another agent receives the callback and completes the application then the agent who handled the sales portion should disposition as “Completed Enrollment - Sales Portion Only” and the agent who completes the app should disposition as “Completed Enrollment - Application Only”
