This ever-changing new era has been incredibly difficult on our entire industry. In the current state of worldwide need, confusion, and worry we want to ensure that all of our agent partners are safe and are able to maintain the highest standard of care to their clients. We have compiled tools and resources to assist you in being able to service your clients remotely.
Best Practices
Follow-up System
Email agentsupport@keystonema.com to request for a 30-60-90 conversation guide to stay in touch with your clients. Agent partners can use this guide to help members of any carrier, by scheduling timely follow-ups and building a relationship that lasts.
Staying in Touch with Clients
During this time of unprecedented concern, you have an opportunity to reach out to your clients and reassure them you are still here to answer any questions they have regarding their benefits or plans. They may be worried and would appreciate knowing they still have your support and that you will continue to help meet their health care coverage needs.
What should you talk about? Don’t forget to remind your enrolled Medicare Advantage, or even Marketplace members that this is the BEST time to take advantage of their health plans telehealth services.
Organize for Retention
Take this downtime to organize client records within a customer relationship management (CRM) tool. For new agents reading this and wondering how a CRM works, the easiest way to understand it is to compare it to an Excel spreadsheet that keeps all your lead and client information in practical categories. A CRM can store and organize your clients’ personal health and contact information for easy access. Having your clients’ information right at your fingertips will definitely make any follow-up process that much easier and in-fact, 47% of polled CRM users said that their CRM had a significant impact on customer retention, yet 40% of salespeople still use informal methods like spreadsheets and email programs to store customer data. (source: HubSpot State of Inbound ‘16).
We recommend Agencybloc CRM for health and life insurance agent. Reach out to Keystone Advisors Agent Manager Natalie Lee, natalie@keystonema.com to learn more.
Add Value by Providing Clients with Resources
Humana recently released their Healthy Foods Card benefit which is available for Dual-Eligible Special Needs Plan (DSNP) members. It offers either a $25 or $50 allowance (depending on the plan) every month so they can get the food—not to mention the nutrition—they need. Important things to note:
- The card can be used only at participating stores. Luckily, there are thousands nationwide, from CVS and Dollar General to Walgreens and Walmart.
- The allowance doesn’t roll over from one month to the next, so be sure your members know they need to use it by the end of the month.
- The card can’t be used until it’s activated online (see above).
- Request a Humana Agent Health Foods Card Toolkit to learn more about this awesome benefit!
Marketplace Coverage & Coronavirus
For clients in the U65 market, reach out to them to let them know that all Marketplace plans cover treatment for pre-existing medical conditions and can’t terminate coverage due to a change in health status, including diagnosis or treatment of COVID-19. You can take this opportunity to mention Telehealth services or home health visits may already be covered by many health insurance companies. Take this time to stay updated on how each carrier is handing COVID-19 here.
Help Your Clients Stay Active While Staying Home
Encourage your clients with eligible plans to use their SilverSneakers®, benefit to continue to stay active without ever leaving home. Included in the SilverSneakers membership is SilverSneakers On-DemandTM, which gives members access to more than 200 online workout videos – from easy, low-impact sessions to more strenuous cardio workouts. Visit SilverSneakers On-Demand to learn more.
Additional Resources to Share with Clients
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Needymeds.com – Needymeds.com is a national non-profit that connects people to programs that will help them afford their medications and other healthcare costs.
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Benefitscheckup.org – BenefitsCheckUp® is a comprehensive, free online tool that connects older adults with benefits they may qualify for.
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www.zennioptical.com is a website where anyone can shop for affordable, stylish eyeglasses online. This site is great for anyone with no vision insurance or plans that have minimal eyeglass allowance.
Wrap-up
As a frontline contact to your clients, you may learn firsthand how the outbreak of COVID-19 is affecting their health. Now you can play a more active role in your clients’ total well-being, by discussing social health needs with them, and by creating deeper, more meaningful relationships.