Health Plan Strategists: Fish Where the Fishes Is -- in LTSS
One of the best pieces of advice I ever got in business was to "fish where the fishes is", and for health plan strategists it holds up. In this Golden Age of Government-sponsored Health Programs, one of the biggest fishing holes is Long-Term Services and Supports, and a new primer from KFF lays out the opportunity beautifully. And the hazards: patients who require LTSS are of course the most vulnerable and complex patients in the entire US health system, literally the final frontier for health plans and coordinated care. Huge risk, huge rewards.
LTSS -- often totally unfamiliar to both Medicare and Medicaid plans, and requiring new types of providers in-network -- help the elderly and disabled with activities of daily living, and include nursing home care, adult day care, transportation, and caregiver supports. As a nation in 2012 we spent $368 billion on LTSS, 40% of that from Medicaid, and 20% from Medicare, and likely to be around $400 billion today. That's way more than what we're spending on ObamaCare's exchanges and subsidies on an annual basis. It's unsustainable already, and is now a top-2 item in most state budgets. And with seniors 85+ now the fastest-growing segment of the US population, and their needing LTSS at four times the rate of their younger cohorts, the urgency to convert these vulnerable patients to a coordinated care environment has never been greater, and it's happening fast.
Most LTSS reforms occurring at the state level involve transitioning frail elders and the disabled from the human warehouses of nursing homes and rehab hospitals to home and community-based settings, often under a capitated financial arrangement. With a year of nursing home care costing $90,000+ but a home health aide or adult day care running about $20,000, it's not hard to see why 45 cash-strapped states are pushing this transition.
The catch is that with the complexity of these populations, and the growing resistance of beneficiary advocates, especially for the developmentally disabled, this transition will involve an unprecedented degree of transparency and accountability from health plans. If you think Medicare Advantage Star Ratings measures are tough, you ain't seen nothin' yet. Many quality standards for the frail and disabled, like provider visit timeliness and drug adherence, haven't even gotten off the drawing board yet, and they often vary by state. What's clear is that service and coordination expectations of regulators will be far more robust for very old and disabled beneficiaries. That means more emphasis on data-driven case management and coordination, in-home and in-community interventions, robust reporting for regulators and actionable clinical intelligence for providers.
So strategists should "fish where the fishes is" and plan to participate in these groundbreaking programs -- but come equipped.
Resources
Gorman Health Group can provide guidance and support in every strategic and operational area in Government sponsored health programs. Contact us to learn more >>
Join John Gorman, GHG's Founder and Executive Chairman for an exploration of why assessing your current position and developing new strategies to drive profitable market share growth is crucial for continued success. Register now >>
Join us on Friday, Sept, 12, for GHG's perspective on trends relating to CMPs, the CMS audit findings and oversight activities that have taken place in the last six to 12 months, as well as tips on how to avoid and remediate CMS findings. Click here to register >>
Outbound Enrollment Verification (OEV) - To call or not to call?
With the release of the 2015 Marketing Guidelines, CMS made a few key updates to the Outbound Enrollment Verification (OEV) Process. One of the most significant updates is that CMS now allows organizations to complete the OEV process via direct mail or email (if the beneficiary opted-in for email). This change actually provides significant opportunity for organizations. The way we see it, organizations will now need to choose one of two paths. The first path is to continue using outbound telephone calls to fulfill the CMS requirement. If your organization has developed and implemented an effective OEV process, by all means continue with this process. However, if you're thinking "why would we continue the current process when our OEV process has been riddled with issues of non-compliance?" Well, we agree.
If your organization has seen significant and ongoing issues with the OEV process, this is your opportunity to change that by fulfilling the requirement via another mechanism. However, if you do choose this path, it is critical that your organization develop a top notch welcome call for those new members who would have previously received the OEV call. This first touch is key in terms of identifying any possible gaps in the member's understanding of plan benefits and rules, identifying any issues of sales misconduct, as well as ensuring that your member retention program gets off on the right foot. Remember, it is always better (and less expensive) to retain a member than to obtain a member!
Please note: In CMS' memo titled "Clarification of Medicare Marketing Guidelines and Additional Agent/Broker Compensation Guidance" that was released on August 13, 2014, CMS revises current guidance language to clarify that the OEV process applies exclusively to enrollments in which employed, captive or independent agents/brokers were involved.
Resources
On July 23, GHG leadership spoke about what provisions in the final guidelines will have the greatest impact on your organization and how plan sponsors can prepare for the upcoming changes. Download the recording >>
On September 10, join John Gorman, GHG's Founder and Executive Chairman for an exploration of why assessing your current position and developing new strategies to drive profitable market share growth is crucial for continued success. Register now >>
On September 12, join us for GHG's perspective on trends relating to CMPs, the CMS audit findings and oversight activities that have taken place in the last six to 12 months, as well as tips on how to avoid and remediate CMS findings." Register today >>
Member Engagement and Experience are the New Risk Adjustment
In this new era of Star Ratings in Medicare Advantage and Part D, where a 4+ score is now do-or-die, health plan survival comes down to two things: member engagement and the member experience. They're the new risk adjustment when rates in 2014-2015 will be at their lowest levels in more than a decade, and a low-quality rating is a kiss of death in government programs. Plans that can't evolve into kinder, gentler, more coordinated and Member-Centric service providers are already beginning to disappear.
Here's why: the vast majority of the Star Ratings performance measures, especially those that are triple-weighted, are utterly dependent on an engaged member. Example: breast cancer screening. All women hate mammograms, and this measure doesn't move unless the member shows up. Another: Diabetes Care -- Blood Sugar Controlled. "Controlled" is a clinical outcome. And you can't get there with daily testing and insulin treatment without a member who's paying attention every day. Less than 20% of seniors engage in all screenings and tests required in Stars.
Similarly, the patient's experience measures and surveys now comprise fully a third of the Star Rating and are all 1.5 weighted, which means they count 500 basis points more than simple process measures. Getting appointments and care quickly, handling of complaints and coverage disputes, interpreter availability -- just a couple examples, all 1.5 weighted and instrumental to getting or keeping those all-important 4 Stars. The Consumer Assessment of Health Plan Survey (CAHPS) and the Health of Seniors Survey (HOS) are enormous determinants of ratings, both conducted by government surveyors, and both strike fear in the hearts of health plans. "Has your health improved in the last two years you've been enrolled, and who do you attribute it to?" are two of the most critical questions facing our industry. You have no hope of a positive answer to these questions from your members if they don't know who you are and what you're doing for them.
Most of the tasks involved in the Stars measures are actually pretty simple, like getting a flu shot. And behavioral economics show us that simple tasks are susceptible to contingent, or "if-then" rewards. So plans need to have the ability to track member progress on health-related tasks and administer appropriate incentives when they are completed. And all of the patient's experience measures necessitate a responsive, proactive service model that could be lifted from some of the leaders of e-commerce.
So the more we thought about it, the more we realized we needed to offer our clients a platform that can help them execute better on Stars tasks, while ensuring dramatically better member engagement and a much more positive consumer experience. And that's where our new partnership with Novu comes in. Novu is a unique platform which creates a deep ongoing relationship between your plan and your members, and gives you the "stickiness" that keeps them around. Members engage in a fun, easy to use, and rewarding health engagement tool that has a proven record of getting people to actively participate in their health: 76% of members return to the site 2 or more times per week, and stay on the site almost 10 minutes per visit.
We're thrilled to offer this first-of-its-kind engagement platform specifically tailored to the needs of Medicare, Medicaid and ObamaCare exchange members with Novu. Check out the product on the GHG website: https://www.ghgadvisors.com/who-we-are/our-partners/novu
Resources
New Webinar with John Gorman: Join him on April 2 for this complimentary presentation. "Member-centricity is more than a catch-phrase. How enhancing member engagement impacts the top AND bottom lines." Register now.
Learn more about the GHG-Novu partnership by reading our press release.
Join John Gorman, Novu's Tom Wicka, and dozens more industry thought leaders at the 2014 GHG Forum. Full agenda just released.
Lighting the Path in the Golden Age of Government-Sponsored Health Programs: Join Us for the GHG Client Forum
More than 300 guests will convene on May 1-2 at the Red Rock Casino in Las Vegas for the 2014 Gorman Health Group Forum, our annual strategic retreat for leaders in government-sponsored health programs. This year's gathering promises to be the most actionable, content-packed conference you could attend on how to succeed in this new Golden Age of government business. And when the learning and planning is done for the day, we will celebrate this unique moment in health care history as only GHG can in Vegas. Here's what's happening this year and why you've got to join us:
- The event features 27 content-charged sessions, including multiple presentations on Star Ratings tactics, quality improvement, risk adjustment, and compliance challenges unique to Medicare Advantage and Part D, Medicaid, and the ObamaCare exchanges
- A keynote presentation from CMS leadership
- An expert roster of presenters from Gorman Health Group and leading health plans in government-sponsored programs. No fluff, no sales pitches, no history lessons -- it's all about what to do NOW
- Approved for up to 12 continuing education credits from the Compliance Certification Board
- The perfect off-the-strip venue to minimize distractions during the day, but close enough to the action to make plenty of bad decisions in the evenings. ;)
Based on feedback from last year's Forum, I'm speaking in three separate sessions on overall strategy and implementation planning for government programs. If you've heard my "state of the industry" presentation before, you may think you know what to expect from me on stage. Think again. This is my favorite gathering of the year, and I'm building three brand-spankin' new presentations that are focused on specific steps and mileposts your organization needs to reach this year in care management innovation, risk adjustment, Star Ratings, and operational performance improvement. In each session I'll drill down to specific steps, and we'll leave you with a self-assessment tool in our closing session to help track your progress.
Many of our clients use the Forum as an offsite retreat for their government programs executive teams, and so we offer huge group discounts to encourage it. It's a unique opportunity for team-building and action-oriented planning and budgeting.
If government-sponsored health programs are central to your company's future, do yourself a favor and join us in Vegas. You'll come back tired, happy, and ready to win in this crazy new environment of health reform.
Don't believe me? Hear what last year's attendees thought about the event, and why they keep coming back for more.
Resources
Register today for The Annual GHG Forum held May 1-2 at the Red Rock Casino and Resort in Las Vegas. This two day event is designed to provide best practices for the decision makers of organizations serving Medicare members, Exchange beneficiaries, and the Dual eligible population.
On April 11, Bill MacBain and Jean LeMasurier will be back, and this time joined by John Gorman, Executive Chairman of GHG, to offer insight on the Final Rate Announcement from CMS. You will walk away from this session with critical to-do items and issues to tackle in order to ensure your success in 2015 and beyond. Register now >>
Navigators and Agents Gone Wild
Since the October 1 launch of the ObamaCare health insurance exchanges/marketplaces, there's been a growing din over the field conduct of navigators and insurance agents, in the process of enrolling eligibles on behalf of the exchanges or the health plans participating in them. Meanwhile, the associations backing brokers are putting pressure on the Obama administration, insisting that brokers should be more involved in the enrollment process. Add a regulatory infrastructure that is lax — at best — when it comes to training and enforcement … does anyone else have a sense of déjà vu? It's the market conduct growing pains of the Part D inception all over again. There is no doubt that some of the "navigators and agents gone wild" stories out there are simply anecdotal rumor mill reports coming from enterprising local reporters, or are "stings" by conservative bloggers and activists scoring cheap anti-reform points.
But it's also true that navigator and broker involvement has been controversial since the inception of ObamaCare. You likely remember that in the early versions of the ObamaCare laws, that brokers were not even in the picture and Republicans have made great political hay so far of the navigators as the healthcare equivalent of ACORN. Over 100 community organizations in 34 states won $64 million in Federal grants to field thousands of outreach workers to find and help enroll the uninsured, and they've been hounded mercilessly by Congressional oversight committees, local reporters and ObamaCare dead-enders. Even the most well-intentioned brokers and navigators have had a rough go of it during these first two months. Here's the harsh reality: Brokers face a backlog of enrollees who, for one reason or another, have not been able to submit their application. And the current flood of beneficiaries out there stuck in the application process are overrunning the system — there isn't enough time left to process them all, ESPECIALLY when you take into account the difficulty brokers have helping consumers who are already halfway through the process before they ask for help.
To add insult to injury: Because of insufficient training, many brokers weren't prepared for how this would play out. It wasn't until they encountered real problems, sitting next to their real clients, that the lack of training and preparation made itself painfully clear. The deck is stacked against the broker community here, and the media spotlight will continue to get hotter.
For health plans using brokers to distribute their products in the exchanges, there is very little chance that it can or will be done effectively. Every plan's goal is to understand and have some degree of control over how the brokers are representing the brand and the products in the field. But the huge influx of brokers into the process, very little training beyond the bare minimum required by the feds, no guidance from CMS on broker conduct, and the enrollment portal problems --- can oversight of these agents even be on the radar?
It's all so reminiscent of the perfect storm of sales misconduct during the launch of Medicare Advantage and Part D. In 2007 and 2008 Congress held several hearings where witnesses testified that sales agents had marketed without licenses, portrayed themselves as Medicare employees, and misled Medicare beneficiaries about plan benefits. Some of these events were a simple matter of insufficient training or understanding of the implications of their behavior, which we are ripe to experience in the exchanges. Others were blatant fraud. Congress's response to these incidents was the enactment of the Medicare Improvements for Patients and Providers Act of 2008 (MIPPA), which prohibited or limited certain marketing activities by sales agents and plan sponsors, required that all sales agents be trained and tested annually, and be State licensed, among other things. Plans responded by adopting leading-edge solutions like GHG's Sales Sentinel (now covering over 55,000 agents in Medicare and the exchanges) to help them onboard, manage and oversee their brokers and agents in the field. In the exchange world, the biggest risk of all of the mayhem is a health plan's reputation -- which we've seen shattered by agent misconduct in the past. And the biggest counter balance initiative is for plans to blaze the trails when it comes to providing field agents sufficient guidance and training on conduct and repercussions, until CMS and the states catch up.
Resources
GHG's Sales Sentinel is the only sales oversight tool designed specifically for health care organizations operating in regulated government markets. To learn how Sales Sentinel can help your organizations agent onboarding and ongoing oversight process, visit our website >>
During the 2013 GHG Forum, Executive Chairman & Founder John Gorman, discusses how important it is to successfully train, on-board and conduct ongoing agent oversight for your Plan's success. Click here to access the recording>>
Listen as Senior Director of Product Operations at Gorman Health Group, Alex Keltner discusses GHG's Sales Sentinel, the solution to train, credential and onboard your sales force. Access the podcast here >>
Join us December 11 from 2:00 — 3:30 pm ET for a lively session with Gorman Health Group strategy and data analysis experts who will discuss actual case studies that show how plans can mine data for precious insight that can help improve performance. Register now >>
Live Connects + Motivated Buyers = Better Sales
Converting active leads to instant appointments is vital in today's insurance market. Whether you are working in this fall's first open enrollment period outlined in the Affordable Care Act or Medicare's annual open enrollment period, the company that converts immediate leads has an excellent advantage over its competition.
Agent Connect is a tool that helps shorten that sales cycle by connecting field agents and callers at the exact moment callers are ready to talk. All facets of the sales process — a caller inquiry responding to a marketing piece, a convenient 3-way conference introducing field agents to interested callers, helping agents set the required scope of appointment and the appointment date - are all handled in real time using mobile devices.
Imagine the pleasure of a caller that dislikes following automated instructions on their phone or leaving voicemails. Instead, they are expertly pre-qualified by a professionally trained call agent and are then immediately transferred to a local field agent that is literally at their beck and call. Talk about exceeding expectations!
Using Agent Connect, field agents with time between scheduled appointments indicate their availability for real-time leads via mobile device. Meanwhile, callers responding to a marketing campaign are pre-qualified by a carrier's call center. If the caller wants to meet with an agent, the call center matches them with an available agent nearby and instantly connects them via a 3-way conference. This instant communication allows agents to build an immediate rapport with callers, also shortening the sales cycle.
In this way, Agent Connect provides a seamless "hand-off" of a warm lead to agents that have signaled their availability. Companies using Agent Connect can dispense leads in any number of ways: by top performers, round-robin or random selection.
Agent Connect is an exciting collaboration between agents, insurance carriers and call centers that significantly reduces the sales cycle and is redefining the term "insurance lead."
Resources
The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry. Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents. Bloom is a proud partner of Gorman Health Group. Click here to learn more.
How Today's Technology Can Shape Tomorrow's Success
The reality about technology is you can embrace it or hide from it, but ignoring it can be lethal. Technology should be embraced for its potential solutions rather than shunned for its limitations.
Three contemporary examples of successful technology solutions in the insurance industry are warm lead delivery, e-applications and quote engines. Warm lead delivery involves real time leads. E-applications ensure an error-free application experience. Quote engines help agents to obtain and dispense plan information quickly and effortlessly.
- Warm Lead Delivery — Warm lead delivery increases sales conversion rates by connecting beneficiaries with available agents at the moment the beneficiary is ready. Lead distribution should be performance based and immediately identify available agents in a caller's area. Bloom's Agent Connect does all of this and is available with CRM integration.
- Universal E-applications — E-applications are quicker for agents to complete than paper applications and minimizes the possibility of agent error during enrollment. These digital applications also save processing time because the enrollment information is transferred directly into a database and does not have to be re-entered manually. All these advantages make it vital that e-applications be available to all agents, whether they are selling online, in the field or in a call center.
- Quote Engine — A "smart" quote engine allows agents to acquire important data like plan summaries, rate schedules and comparison charts within seconds. Quote engines allow agents to share and discuss plan information quickly and easily, without consulting an array of brochures and spreadsheets. This empowers insurance agents to quickly transition from their role as a knowledgeable information source to competent sales professional within seconds.
Seamlessly integrating technology with internal processes makes a huge difference in whether you succeed or flounder in a dynamic environment. Make sure your internal teams as well as your vendor partners are doing so. Are you using today's technological tools to improve your company's outlook for tomorrow?
Resources
The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry. Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents. Bloom is a proud partner of Gorman Health Group. Click here to learn more.
Agent Oversight Opportunities
The leaves will soon be changing, a sign of renewal. It sounds cliche, but I don't know where this year has gone. There has not been much opportunity to stop and smell the roses while they were still in bloom! CMS has been busy and so have we.
I had the pleasure of addressing a group of compensation experts representing quite a few Blues plans in the very hospitable city of Jacksonville, Florida last week. I would link to the conference or the materials, but most likely it is hidden from us in the uber-exclusive BlueWeb extranet of the BCBSA. Many thanks to Glen Ross and company for having us!
Agent Oversight was my topic of choice, since AEP is coming as quickly as those leaves will be changing. Plan Sponsors are deep into marketing strategies, material preparation and (hopefully) systems updates and re-training to gear up for what hopes to be a successful AEP. I addressed two areas of agent oversight and provided some guidance and best practices for some common misses.
The first opportunity addressed pertained to Outbound Enrollment Verification, or OEV. You wouldn't believe what a hotbed this is for unnecessary beneficiary cancellations. Many call center representatives are not always asking the additional questions to determine if their script information doesn't jive with what a sales agent told a beneficiary. For example, the CMS model script makes no mention of Low Income Subsidy nor how it would affect a potential member's out-of-pocket costs. I provided quite a few recommendations and best practices to the group, including the recommendation to customize the model script and submit for 45-day review, and to have sales staff provide OEV information after the enrollment form is completed. The beneficiary should know what the next step is in the process, and there's nothing like a heads-up about the next phone call from the health plan to reenforce the commitment to member-centric service.
The next area of opportunity pertains to some common misses in the sales allegation investigation process. A comprehensive investigation is not only reactive to allegations, but it also incorporates proactive steps to reduce future occurrences of the same issue. Lack of documentation is at the heart of some common failures. We've seen at times there is no one central repository for investigation notes. Interviews are not conducted in a timely manner, which begs the question, where do sales allegations fall on a priority list? We know there's a ton of work to be done to maintain agent information to ensure they are appointed appropriately; we handle it in Sales Sentinel. However, the relationship with the agent is an ongoing process. Plan Sponsors should communicate to agents that allegations are going to be a part of doing business. The sky will not fall upon receipt of one. What matters most is the outcome of that investigation, and taking steps to ensure future occurrences are avoided.
Regional Offices are keeping a close eye on outlier plans by reviewing calls to 1-800-MEDICARE, aka Complaint Tracking Module (CTM) calls. Not only are they looking for outliers in overall CTM volume, but they are reviewing percentages of marketing misrepresentation cases within. If they are appearing there, most likely they are appearing in Customer Service inquiries and not being identified and handled as grievances. My presentation on these two opportunities for oversight, as well as best practices, can be found here on the Point. Not a member yet? Sign up here or contact us for group rates.
Resources
We created Sales Sentinel™ specifically to meet the needs of health care organizations operating in regulated government markets. Whether you operate within MA or the new Health Insurance Marketplaces (the Exchanges), Sales Sentinel offers a suite of solutions.
Listen as Senior Director of Product Operations at Gorman Health Group, Alex Keltner discusses GHG's Sales Sentinel, the solution to train, credential and onboard your sales force.
Bloom Marketing Group's call center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the healthcare industry. Bloom is a proud partner of Gorman Health Group, click here to learn more.
Call Center Metrics Reporting Should Be Robust and Actionable
Metrics reporting is as important to insurance call centers as the Law of Large numbers is to an actuary. Call centers use metrics reporting on sales and marketing campaigns to measure individual agent performance, track campaign results and more.
Sales and marketing metrics reporting should be robust and dynamic because you can't manage what you can't measure. Dynamic reports should cover all required CMS call center metrics as well as standard call center Key Performance Indicators (KPIs), call dispositions and marketing metrics at the individual toll-free number level. This in-depth reporting creates a true measure of cost per response, cost per lead, and cost per sale.
No matter how robust the reporting however, metrics are useless if they are not actionable. At minimum standard reports should include key performance indicators that allow you to take action. Examples include:
- Abandonment Rate, Drop Rate — length of time caller waited before they abandoned the call and the percentage of overall calls that were dropped. Look at these numbers daily at a minimum and ensure your call center is not missing opportunities through abandoned and dropped calls.
- Average Handle Time, Wrap-Up Time — the average time an agent spent with a caller during the call and in "wrapping up." Make sure your call center Managers are examining these items closely and coaching team members who fall outside the norms on these metrics to keep your center working at peak efficiency. Look for opportunities to streamline your processes in these metrics, too.
- Average Time in Queue — the average time callers waited before being connected to an agent. Look at this metric daily and in aggregate to ensure you aren't losing opportunities with your callers by keeping them on hold.
- Disposition Reporting — a summary of what happened on the call such as "Enrolled" or "Mailed Materials." Examine these closely daily and in aggregate to gain insight into the overall campaign outcomes.
- Quality Reporting — how agents scored on each call based on a client's metrics and/or metrics created by the call center. Bloom uses a minimum of 13 variables plus 9 pass/fail compliance variables when grading agent performance. Look at these reports individually and collectively to identify gaps in caller understanding, opportunities for training, and occasions for scripting improvement.
Are the reporting metrics received from your call center clear and actionable?
Resources
The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry. Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents. Bloom is a proud partner of Gorman Health Group. Click here to learn more.
A Good Script Doesn't Sound Scripted
American film director Steven Spielberg once admitted that the only thing that gets him back to directing is good scripts. Good scripts help give a film structure, purpose and clarity. Good scripts are important in the insurance call center industry, too!
A well developed script should do more than comply with the rigors of regulatory compliance, however. A good script should engage callers, encourage rapport, capture key data and provide a path for closing sales or retaining members. So how does a call center successfully do all that?
- Explore the uniqueness of a company's products and processes prior to developing a script. Once identified, use those features as the cornerstone of the script and help direct the caller to the desired conclusion.
- Close collaboration is Key Collaboration is an important skill requiring effort from all parties, especially when communicating the complexities of health care choice. Collaboration with a proven script writing partner whose stable of experienced sales agents help execute the script is a big step towards a successful partnership. Additionally, ensuring all call center teams speak with the same voice is essential.
- Flexibility during the script writing process is essential Needs and demands often change during a sales and marketing campaign. It is important that all participants remain open to change as the process unfolds and different departments vet the script. Make sure you are using a script that allows for campaign flexibility while still meeting regulatory requirements and best practices. This is particularly important to all in the healthcare industry on the advent of the Affordable Care Act (ACA).
Remember, a successful script creates caller interest, provides the capturing of important data and offers a clear route to closing the sale. In short, a good script doesn't sound…scripted.
Resources
The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry. Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents. Bloom is a proud partner of Gorman Health Group. Click here to learn more.