2024 AEP Scaling: Let’s Reimagine Your Call Center
YOU KNOW THE PROBLEMS:
Heading into AEP, many of your call center staff will be inexperienced seasonal hires.
As Part C plans change, confusion builds.
Your expensive Medicare Advantage plan repository won’t include 80% of the 2024 Part C plans.
Instead of engaging with clients, your call center reps will spend 5 to 10 minutes locating documentation for these smaller plans.
Your FMO manages hundreds of M.A. plans with 10,000+ benefits.
It isn’t humanly possible for anyone to have “off the top of the head” familiarity.
New technology will solve these problems for 2024.
Starting at the high level:
There isn’t a chatbot that can match the interpersonal skills of your call center reps.
(Your chatbot disconnect stats prove that!)
But... There isn’t a call center rep whose knowledge of 2024 M.A. plans can match a computer database.
So, let’s combine the best of both.
Here’s How it Works:
WHEN THE CLIENT’S SCREEN OPENS, THEIR 2024 PLAN DOCUMENTATION APPEARS
It includes small & regional plans that are not offered by your expensive data repository
In fact, you can stop paying for that incomplete payer repository.
REPS DON’T SPEND ANY TIME REVIEWING PLANS BEFORE ONBOARDING CALLS
It is usual for FMO reps to spend 5 minutes (or more) familiarizing themselves with the plan’s benefits before each call. After all, you can’t introduce a health plan if you don’t know anything about it.
Technology eliminates pre-call prep.
Plan benefits appear on the rep’s screen based on the discussion.
When it is appropriate to mention OTC, vision, transportation (or other benefits),
details for those benefits are automatically displayed.
YOUR INEXPERIENCED, SEASONAL REPS BECOME “ALL KNOWING”
The client asks a question, and the health plan documentation opens to the appropriate page in the plan’s supporting documentation.
Your call center rep sees the following:
A description of the benefit
Applicable limitations and qualifications
How to utilize the benefit
The client hears a confident, competent answer as the rep reads system prompts.
You don’t train reps to find answers.
The answers find the reps.
It’s time to reimagine your call center.
GAME-CHANGING IMPROVEMENTS
Call center training is reduced by 80%
Rep efficiencies increase 17% (you can make 17% more calls with your existing staff)
And client satisfaction increases as hold time decreases by 24%
THERE ARE NO SCRIPTS
Scripted engagement is mind-numbing and boring for your reps, and clients retain only 20% of what is read to them.
TECH-ENABLED CONVERSATIONS REPLACE SCRIPTS
Cognizant of the dialog, interactive technology guides the rep through conversational engagement, where the client does most of the talking.
Based on what is learned, PlanAllies data mines the client’s specific plan and recommends the benefits that support the member’s unique lifestyle and aspirations.
Plan literacy and utilization increase as those things most important to the client are celebrated and supported.
In all follow-up calls, PlanAllies prompts these same personal conversations.
Every touch from your call center revisits the topics that matter most to the client.
Retention and LTV naturally increase.
THESE NEXT STATS ARE SOLID GOLD:
A 17% increase in rep productivity means hiring 17% fewer reps for the 2024 AEP
PlanAllies increases satisfaction among call center reps by 35%, improving staff retention
AFFORDABLE – DELIVERING A YEAR ONE R.O.I.
As tech-supported, conversational engagement increases, clients’ plan literacy, utilization, and rapid disenrollment naturally decline.
When your call center rep prevents two members from disenrolling, you’ve more than paid their annual PlanAllies expense (this usually happens in the first month).
TRY BEFORE YOU BUY
Pick two or four call center representatives.
Those reps can present tech-enabled conversational engagement for less than the cost of a pizza night.
Get in touch with PlanAllies today to see for yourself how PlanAllies can increase productivity, member retention, and rep job satisfaction before AEP.
YOUR 2024 AEP:
Will you be asking seasonal reps to do the impossible?
Will AEP be 53 days of reactive stress?
Or are you ready to reimagine your call center?
Contact us for a no-charge, no-obligation workflow demonstration.
It’s time to ditch the scripts.