Memorial Hermann Ascend Agent Training Ascend

Transcription

1 Memorial Hermann Ascend Agent Training 2014 Ascend

2 Training Goals Become familiar with the Ascend Mobile Application (AMA) and how it will serve your work in the field. Learn the primary functions of Ascend that you will need to know.

3 Training Agenda Agent Connect Real-time Lead distribution Scope of Appointment IVR Ascend Mobile Application demo Agent Practice

4 Agent Connect Real-Time Lead Distribution

5 What is Agent Connect?

6 Why Use Agent Connect? Receive qualified leads in real-time via warm transfer. Be connected with a prospect who is ready to consider and enroll in an insurance plan. Leads are located in your area, making further contact much easier. Be more productive, cutting time out of the sales cycle, increasing the number of prospects you can see. Be more responsive and build rapport faster with shorter time between the phone call and appointment.

7 How Does It Work? Prospect receives marketing and contacts call center Call center agent prequalifies the lead Prospect wants to meet with field agent Call center agent uses Agent Connect to identify which agents are in prospect s area and Available Lead is warm transferred to field agent, call is recorded

8 Availability - ipad Availability Status: ON: means you re available to receive leads. OFF: switches to OFF when you begin a meeting in AMA or are logged in more than 10 hours Post-Meeting: Turn Availability back to ON.

9 Agent Connect Web - Smartphone NEW! Manage Agent Connect from your Smartphone Using the internet browser on your Smartphone, visit: com Login using your Ascend credentials Toggle your Agent Connect availability ON or OFF Logout when finished

10 Availability - Smartphone

11 Agent Connect: What to Expect Ascend User Set-Up o Correct Phone, Address Availability Time Out o Set at 10 hours Agent Connect Lead information will be auto-pushed to your Ascend App Receiving Calls from the Call Center o Phone number to receive Agent Connect Leads will be constant o The call center phone number to recognize warm lead call is Save number in your phone! o Calls are recorded

12 Scope of Appointment IVR-Interactive Voice Response

13 Scope of Appointment Process The Scope of Appointment Interactive Voice Response (SOA-IVR) recording provides a proven, paperless process for a Medicare field agent and beneficiary to complete the scope of appointment within a matter of minutes. 1. The field agent dials the SOA IVR phone number toll free local: The IVR guides the agent through the process, requesting information such as Beneficiary Name, Phone, Health Plan to be discussed, Location of meeting, and so on.

14 Scope of Appointment Process Once the field agent completes the IVR process, a SOA ID number is given. The field agent provides the SOA ID to the beneficiary by either: 1) 3-way conference the beneficiary onto the SOA IVR line, or 2) Request that the beneficiary dial the SOA IVR phone number and follow the beneficiary path to complete the scope.

15 Ascend Mobile Application How AMA will Help You 2013 Ascend

16 Field Sales Agents Goals Success = good service o Manage information o Correct application process

17 I know! I can t find that rate sheet!

18 Protection from complaints Avoid accusations of misrepresenting plans in seminars and meetings Your word vs. theirs

19 Streamline what you do

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21 What is Ascend? Parts of Ascend Ascend Mobile Application (AMA) for ipad Ascend Lead Management Agent Connect Lead Distribution

22 Ascend Features and Benefits Enhances your sales presentations o Sleek appearance and intuitive screen formats o Easy to navigate o Contains the resources you need: benefit summaries, rate schedules, comparison charts, videos, web links o Professional display that can be magnified for easier visibility. o Fill out application with prospect and e-file on location.

23 Ascend Features and Benefits Delivers fresh leads via Agent Connect o Real-time lead distribution has the capability to feed you warm leads while they re still warm Increases productivity and profitability o Faster lead distribution o E-filed apps reduce administrative tasks o More opportunities for sales, cleaner applications, and quicker turnaround times

24 Ascend Features and Benefits Provides a record of accountability o Secure recording of your client interactions o Safeguards you against client complaints and questions of non-compliance Helps you better manage Leads o Capture prospect information o Track Lead Status o Add Notes, review Meeting History

25 Ascend Mobile Application Navigating AMA: A Guided Tour 2013 Ascend

26 Before Getting Started Check the following settings on your ipad (using ios8): 1. Location Services: ON 2. Microphone setting: ON 3. Dictation Key: OFF 4. Allow Recording Upload Over Cellular: ON

27 Location Services (ios8) Enable the Location Services on ios8. Settings > Privacy > Location Services > On.

28 Microphone Setting (ios8) Enable the Microphone Setting on ios8. Settings > Privacy > Microphone > Ascend > Enable.

29 Dictation Key* Turn off otherwise it can cause recording to stop. On ipad 3, go to Settings/General/Keyboard/Dictation and turn off. On ipad 4, go to Settings/General/Siri and turn off. *Note: Does not apply to ipad 2 function not there.

30 Allow Recording Upload Over Cellular Enable uploading over cellular to upload recordings over 3G/4G/LTE. Settings > Ascend [Carrier] > Allow Recording Upload Over Cellular > Enable. NOTE: Uploading recordings over cellular will use the data plan

31 Downloading AMA From your ipad, log in to Ascend Real- Time Manager (ARM): Enter Username and Password here to Sign in

32 Downloading AMA Tap on Download and then Install for Ascend app and also for the User Guide

33 Ascend Mobile Application Tap to open the Ascend App

34 Navigating Ascend WiFi Signal noted here.

35 Navigating Ascend 3G, 4G or LTE signal shown here. Signal strength is indicated by number of bars (1-5).

36 Navigating Ascend Battery icon: displays % battery power remaining.

37 Navigating Ascend Current software version required when getting tech help.

38 Navigating Ascend Tap on field to bring up keyboard to enter username and password. Forgot password? Tap here and follow reset instructions.

39 Navigating Ascend Enter Ascend address and tap Send.

40 Navigating Ascend This message indicates you have a link in your inbox. Open the and follow the link.

41 Navigating Ascend Enter new password, reenter to confirm, then tap Reset Password. Login to Ascend using your new credentials.

42 Navigating Ascend Leads Access Messages Name of agent logged in Settings Upload meeting recordings Refresh Messages Access Resources

43 Navigating Ascend Availability Status: ON: means you re available to receive leads. OFF: switches to OFF when you begin a meeting in AMA. Post-Meeting: Turn Availability back to ON.

44 Navigating Ascend Change Password: Can do anytime

45 Navigating Ascend Tap here and you will go to password reset screen.

46 Navigating Ascend Tap here and you will go to password reset screen.

47 Navigating Ascend You will be asked to confirm that you are ready to sign out. Sign out: Signing out will log you off of the Ascend application on your ipad.

48 Navigating Ascend Tap Next button to move to next Message, or Messages: Swipe finger across screen Sent by administrator or manager. Marked with published and expiration date.

49 Navigating Ascend Message Acknowledgement: Messages contain important and timely info. Tap acknowledgement that you have read a Message BEFORE you can start new meeting.

50 Navigating Ascend Resources: Accessed by tapping folder icon. Access to documents, videos, web links as assigned by administrators. Documents are Read-only. Page-turn function same as in messages.

51 Navigating Ascend Delete a resource by swiping your finger across it. AMA will automatically download the deleted resource.

52 Navigating Ascend Recordings: Click on icon to see list of recordings you have to upload. Limit on number of recordings that can be stored before you must upload. Once limit reached, you must upload before next meeting. Uploading over a WiFi connection is preferred but possible over 3G/4G/LTE

53 Navigating Ascend You can start a meeting from Leads page here, or from Let s Get Started button here

54 Navigating to Leads Tap Leads

55 Leads List Tap here to search Leads Tap + to Add a Lead

56 Adding a Lead Tapping the X exits the Lead without saving changes Tap on each field to enter prospect information When you are finished, Tap the Checkmark to Save

57 Changing Lead Status Amend Lead Status here Select a Lead Status

58 Deleting a Lead Return to Leads list here Delete Lead: Swipe right to left and tap on Delete To remove Delete button, swipe opposite direction

59 Navigating to Notes/Meetings Tap to Edit Lead information Lead Source auto-populates Swipe anywhere from right to left to navigate to Notes and Meetings screen

60 Actions Screen Tap on Notes

61 Adding a Note To add a Note, tap on the + sign

62 Making a Note Double tap to raise keyboard and begin typing. Tap Save when done

63 Reviewing a Note Tap on arrow to return to Actions screen. Review note. Double tap to edit.

64 Actions Screen Tap on Meetings

65 Review Meeting History Review meeting history. This is not editable. Tap on arrow to return to Actions screen.

66 Starting a Meeting from Leads Tap on Start Meeting to begin. Tap Yes to proceed; tap No to cancel.

67 Recording a Meeting Recording Disclaimer: After securing agreement, tap Agree to start recording

68 Client Information screen Client Information: First name, last name, zip code and phone number are required fields. Tap on Next to access online enrollment tool

69 Navigating Ascend You can also start a meeting from the Messages screen. Tap the Let s Get Started button.

70 Navigating Ascend Navigating Ascend Tap here to Start and follow the same process for Recording Disclaimer and Client Information screens. Hit Next

71 Navigating Ascend All resources can be accessed here. After tapping Next your organization s online quoting and enrollment tool appears. Review results. Refine search according to the prospect s wants/needs.

72 ing a Resource Tap envelope to document Fill out body of . Note: A video cannot be ed due to the large size of the file.

73 Navigating a Video Video Progress Bar Done: Tap to exit video Video controls Rewind Play/Pause Fast Forward Volume

74 Navigating Ascend Hide Resources: Tap to hide the Resource bar on left if you want full screen to show plan information.

75 Navigating Ascend Show Resources: Tap to make Resources section reappear

76 Navigating Ascend Zoom in (+) Zoom out (-)

77 Navigating Ascend Navigating Ascend Submitting an Application: Your administrator will instruct you on this process.

78 Navigating Ascend Navigating Ascend Meeting Disposition: Tap on End Meeting tab. Dispositions will appear

79 Navigating Ascend Meeting Disposition: Select appropriate disposition.

80 Navigating Ascend End Meeting Confirmation: Yes ends meeting and recording.

81 Navigating Ascend Special Instructions for these dispositions

82 Special Meeting Dispositions No Show, Cancelled, or Rescheduled all indicate a scheduled meeting did not occur. You can quickly skip through most of Ascend s meeting steps to select one of these dispositions. o Sign in as though a meeting was occurring. o Tap Do Not Agree to the recording request question. o On the Client Information screen, enter the client s name, ZIP code, county, phone number. Tap on NEXT button o On the quote engine screen tap end meeting. o Tap the appropriate disposition code, either No Show, Cancelled or Rescheduled o Confirm ending the meeting. The Ascend system will capture the meeting statistics.

83 Special Meeting Dispositions TEST MEETING disposition will be used for training purposes. Use this whenever you are conducting practice meetings in Ascend.

84 Navigating Ascend Upload the Recording: When connected to WiFi, tap on Upload arrow icon. Recording begins uploading. In-progress bar will display upload process. Completed tag will appear when upload completes. WiFi connection is preferred method for uploads, though also possible using 3G/4G/LTE

85 Navigating Ascend Upload Warning: Remember: to protect data, there is a limit set on the number of recordings you can store. Warning message indicates reaching limit. System cannot start new meeting until upload is complete.

86 Navigating Ascend Navigating Ascend You will be asked to confirm that you are ready to sign out. Sign out: Signing out will log you off of the Ascend application on your ipad.

87 Offline Meetings When there is no WiFi or 3G/4G/LTE available, conduct your meeting offline with Ascend, keeping the following in mind: o You will be able to: Record the meeting. Capture client information to allow you to move to the End Meeting screen. Set the disposition of the meeting. End the meeting which will end the Recording. Access Messages and Resources that have been previously downloaded to your ipad.

88 Offline Meetings You will NOT be able to: Access the enrollment tool or web links that require network connectivity. Access messages and resources that are not yet downloaded. Prepare and submit an enrollment application online. Upload your meeting recording until you have connectivity. Offline enrollments: Fill out paper application and disposition Application Submitted in Ascend. When connected, fill out app in Ascend and disposition Paper Application Entered Electronically in Ascend.

89 Downloading application updates Tap on Download to download latest update

90 Downloading application updates Ascend Real-Time Manager (ARM) Enter Username and Password here to Sign in

91 Downloading application updates Tap on Download and then Install for Ascend app and also for the User Guide

92 Agent ARM Access to Lead Management from a PC or from ipad

93 Managing your Leads in ARM ARM is where you can download your AMA app and also where you can easily manage all your leads. We have learned how you can add, edit and delete leads in AMA and see the meetings you have had with a particular lead. In ARM, you can do all of these functions AND you can see ALL your Meetings that you have had with all your leads in one view. This lets you easily TRACK YOUR SALES! You can access ARM from your PC or your ipad.

94 Accessing ARM From a PC or ipad, go to and log in. Tap on Return to ARM button to access Agent ARM and manage Leads.

95 All Leads List Under Leads menu option, select All Leads or Add a Lead This notification bar is received after saving changes to a Lead View or Delete a Lead here

96 Filtering Leads Tap on the funnel icon under a column; select a filtering option to find leads quickly Filter Leads by Name, Status, Source, County, State, Agent or Date Created

97 Show Deleted Leads Check the box to view deleted Leads Click Undelete to reactivate a Lead Deleted leads are grayed out

98 Adding a Lead Tap Add Lead from the sub-menu bar Add new prospect info, Tap Add Lead to save

99 Amending an Existing Lead Select an action from the drop down menu Tap Apply Changes to save Add a Lead Status here Scroll down to view Notes & Meeting History

100 Adding a Note Tap Add Note to create a new Note Type notes about the prospect meeting; hit Submit to save

101 Review Notes & Meeting History View Lead info, Notes and Meeting History all in one location Edit or Delete Notes

102 Help Choose Help from the toolbar to download an Ascend User Guide or contact the Ascend Help Desk

103 Success Stories from Your Peers Enrolling members online has cut down on the processing of my applications by a WEEK. I log into Ascend every day. I really like doing the online enrollments because it s so much faster. I am amazed at how fast members are getting their ID cards. Using the ipad to do online enrollments is really easy, and Ascend is very user-friendly. You just have to get started using it, and once you do it s really easy.

104 Practice to Perfect Tips for Success Create good habits: Login at beginning of the day to check for messages and updates. Keep your ipad charged and ready for meetings. Check your connectivity before you begin meetings with your prospect.

105 Practice to Perfect Tips for Success Practice integrating this great new application into your usual sales process. Practice opening Resources you need at the right time in your presentation, like videos or documents. Practice making these visible to your prospect. Practice the flow of your presentation and using tools like ing a document to prospect. Practice managing Leads

106 Training Review Ascend will help you: o Sell! Streamline all the tools you need. Have up-to-date info always at your fingertips. Enhance your sales presentation. Provides online enrollment efficiency. o Stay protected! Creates a record that protects you. Reduces likelihood of errors and misrepresentation. o Get connected with warm leads in real-time! o Manage Leads

107 Contact numbers The Call Center number where your Agent Connect leads come from: Scope of Appointment IVR number: toll free local: Available all hours CONTACT YOUR FMO MANAGER WITH ANY QUESTIONS ABOUT YOUR LEADS, ENROLLMENTS, COMMISSIONS

108 For Ascend Technical Assistance Only Ascend Help Desk Contact for help with tech problems in Ascend During AEP: 7 days a week, 8am-8pm CST Outside of AEP: Monday Friday, 9am 6pm CST [email protected] Tech staff cannot help with questions that are not specifically about your Ascend technology

109 And now the fun part! DOWNLOADING THE APP & AGENT PRACTICE MEETINGS

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