QA Guide - Single Page

Owned by Michael Gaudette (Unlicensed)
Last updated: Jan 14, 2022
8 min read

Opening

Prescriptions & Pharmacy

Plan Presentation

Enrollment

Opening

Greeting Landing Page:

Introduction:

  • Branding

  • First and Last Name of Agent

  • Agent licensure acknowledgement

All of the following items need to be requested and verified by phonetically repeating the spelling back to the caller

  • Customer First and Last Name

  • Member verification

  • Member ID

  • Address

  • Zip Code

  • DOB

  • Phone Number

Must use member's Last Name throughout the call. If you are speaking to a Ron Jones, address as Mr Jones. Do not address as Mr Ron. The first name may be used upon member request.

 If you are going to present a plan, Go to “Unsure of Plan/Switch Plan”

Eligibility Landing Page:

The following disclaimer must be read:

 

 The following scripting must be read:

  • Verify Employer or Union health coverage

  • Verify part A and B eligibility

  • Verify if the caller has Medicaid

  • Verify if the caller has Extra Help

If you already know the member’s enrollment period, simply restate it for the recording. If you have not yet identified an enrollment period, you must read this section:

Complete the Needs Analysis section

 

Switch to CNRX

Prescriptions & Pharmacy

Start by creating a new Profile by clicking “New beneficiary”

Verify and accurately enter the following:

  • Zip Code

  • First and Last Name

  • County

If you have obtained the following, please also enter:

  • DOB

  • Phone Number

  • Home address

Scroll to the bottom and click “Continue to Plans:”

On the left side of the screen, click the “Preferences” dropdown, followed by “Add Preferences:”

Select the “Prescriptions” tab and search for each medication:

 

The following items must be verified when gathering medications:

  • Name of Rx (Example: Lisinopril or Lisinopril/HCTZ)

  • Dosage Type (Example: Capsule or Tablet, 5mg or 10 mg)

  • Leave quantity (Example: 30/60/90)

  • Frequency - Leave as one month by default unless there is a reason for another selection.

 

If there is a generic option, you MUST ask the following:

 

Pharmacy

Must verify the member's pharmacy:

 

 

 

 

 

Skip the part B buy-down selection under “Other Preferences” unless the member asks for it:

 

 

 

 

Plan Presentation

Review plan details for the most cost effective plan by clicking “Plan details:”

MAPD Call Requirements:

MAPD Plans

The following must be verified on EVERY call:

  1. Plan name and premium [Extra Help/Medicaid: Should be quoted from the LIS table and original premium of the plan]

  2. Medical deductible

  3. PCP & Specialist Copays

  4. ER and inpatient hospital copays

  5. Dental, Vision, and Hearing (if applicable)

  6. Identify 1 PCP and at least offer to look up Specialist and Hospital networks

  7. Pharmacy Deductible [Extra Help/Medicaid: Should be quoted from the LIS table and original deductible of the plan]

  8. List at least 1 Preferred Pharmacy. If you originally selected a Standard Pharmacy click the “Pharmacy Directory” link to find a Preferred Pharmacy:

  9. State that the mail order pharmacy is CVS Caremark

  10. Prescription Copays for each drug. You MUST state each of the following items:

    1. Restate the name of the medication.

    2. State the tier of the medication.

    3. State whether the deductible applies to the medication.

    4. Quote the copay/coinsurance for each applicable phase of the drug.
      [Example: Eliquis is a tier 3 drug. The deductible will apply to this medication. Under the deducible phase, you will pay $__ (if applicable). Then, you will move to the initial coverage phase and will pay $__ (required). Next, you are projected to into what is called the Coverage Gap phase at which point your copay will be $__ (if applicable). Lastly, you are projected to into what is called the Catastrophic Coverage phase at which point your copay will be $__ (if applicable)].

 

11. State applicable drug restrictions for each medication [ie: Quantity Limits, Step Therapy, and Physician Authorization]

PDP Plans

The following must be verified on EVERY call.

  1. Plan name and premium [Extra Help/Medicaid: Should be quoted from the LIS table and original premium of the plan]

  2. Pharmacy Deductible [Extra Help/Medicaid: Should be quoted from the LIS table]

  3. List at least 1 Preferred Pharmacy. If you originally selected a Standard Pharmacy click the Pharmacy Directory link to find a Preferred Pharmacy:

  4. State that the mail order pharmacy is CVS Caremark

  5. Prescription Copays for each drug. You MUST state each of the following items:

    1. Restate the name of the medication.

    2. State the tier of the medication.

    3. State whether the deductible applies to the medication.

    4. Quote the copay/coinsurance for each applicable phase of the drug.
      [Example: Eliquis is a tier 3 drug. The deductible will apply to this medication. Under the deducible phase, you will pay $__ (if applicable). Then, you will move to the initial coverage phase and will pay $__ (required). Next, you are projected to into what is called the Coverage Gap phase at which point your copay will be $__ (if applicable). Lastly, you are projected to into what is called the Catastrophic Coverage phase at which point your copay will be $__ (if applicable)].

 

6. State applicable drug restrictions for each medication [ie: Quantity Limits, Step Therapy, and Physician Authorization]

 

Closing the Sale

Remember to ask for the sale

If Yes:

  • Move to Enrollment section - send the quick quote and read the following email disclaimer:

    • "Providing an email address authorizes us to contact you via email. Your email address will be handled consistent with our Privacy Policy, which you can find on our website at www.aetnamedicare.com”

  • Inform caller they will get 2 emails (check SPAM folders)

  • Proceed to the Enrollment Checklist Tab in Contact Center

If No:

  • Go back to Contact Center - Follow the “Offer Tree Landing Page” instructions to send an ekit or paperkit

Enrollment

Enrollment_1 Landing Page:

 

Enrollment Checklist Tab

  • Read all mandatory verbiage verbatim - TE Checklist

  • Have member gather the Medicare card and read the card verbatim: First Name, Last Name, Middle Initial, Medicare Number, Effective Dates of Part A and Part B

  • Confirm if they are calling for themselves or someone else

  • Reverify the caller information

Enrollment_2 Landing Page:

  • Enter plan Contract number and PBP numbers (located in CNRX after the name of the plan selected)

  • ReVerify information (don’t forget to verify whether they have Employer or Union health coverage)

  • Select the type of MA plan:

 

CNRX Application:

Select “Add to Cart”

Section 1: Contact Info

  • Restate the enrollment period to the caller (add date if applicable)

  • Restate the requested Effective Date

  • Restate member information

    • First Name and Last Name, Middle Initial

    • DOB

    • Gender (Example: For the recording, can you state your gender?)

    • Phone Number

    • Email (If you read the disclaimer already, you DO NOT have to reread this disclaimer)

    • Address Including city, state, and zip

    • Additional Mailing address including city, state, and zip

  • Physician Selection

    • Primary Care Name

    • Confirm if they are an existing patient

 

Selection 2: Benefit Info Tab

  • Read the following verbatim:

    • “Some individuals may have additional prescription drug coverage, including other private insurance, TRICARE, Federal Employee Health Benefits, VA benefits, or State Pharmaceutical Assistance.”

    • “Would you prefer your documents in a language other than English?”

    • Read and Answer all Yes/No questions verbatim

 

Section 3- Other Info

  • Phonetically reverify the Medicare Number

  • Reverify Part A and B effective dates

  • Read all disclaimer verbiage verbatim in green:

    • Social Security

    • Extra Help

  • You MUST offer all 3 payment options. Select payment option and read the bullets verbatim in that section:

    • You can pay by automatic withdrawal from your Social Security or Railroad Retirement Board Benefits check

    • You can choose automatic deduction from your checking account

    • You can pay by mail (Choose this option if the plan has a $0 monthly premium)

 

Section 4 -Agent Info

DO NOT READ, Select Yes, “You agree to the above statements”

 

Section 5 - Review & Submit

  • Read the verbiage in green verbatim and click on the dropdowns for: Personal Information, Important Questions and Medicare Information

    • Read these sections non-stop and ask caller to stop you if anything is incorrect, use phonetics if necessary

 

Enrollment_2 Landing Page

  • Play the audio disclaimer

  • Read this disclaimer

 

  • Verify who is completing the enrollment

  • Read the “What to expect” Section

  • Provide the caller the confirmation number and have them repeat it back

    • Copy the Confirmation number

 

  • Read this statement:

 

  • Read this section:

  • Paste the confirmation number

  • Closing:

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