A Day in the Life of a UHG Field Agent bconnected Lead Management System

Transcription

1 Review New Leads Daily Dashboard New Leads Review my Scheduled Callbacks Dashboard - Activities Print Your New Leads and Activities From the Agent Dashboard Sort new leads by Activity Type or by Assigned on Date for Appointment Requested, Meeting RSVP, etc Review Source of Lead to prioritize leads by pbrc, OIS, etc Click each lead to Acknowledge the lead and call the prospect to confirm the Appointment or Community Meeting OR Select check box for each lead on the New Leads list Click Acknowledge Checked button to Acknowledge the list of leads Leads will appear (chronologically) by callback due date under the Activities list Sort the list by Due Date, Activity Type for Source of Lead Call each prospect to confirm the Appointment or Community Meeting From the Agent Dashboard Scroll down to the Activities list to identify the callback due date for each Activity Type Click on each activity to access the Opportunity for the lead information. Complete callback activities due for today. Identify overdue callback activities and make any outstanding calls/scheduled callbacks. Document outcome of the activity in the Opportunity. To Print a copy of your New leads or your Activities prior to Acknowledge Checked, click print button on upper right Print copy of callback Activities o Click print button on upper right corner of dashboard Acknowledge New Leads (Community Meeting RSVPs) and confirm in-home Appointments immediately. Leads are in jeopardy of being swept by your sales manager or lead management if they are not worked within 2 business days. New leads can be worked from either the New Leads or Activities window. Any scheduled outbound call appears on the Activities list Callbacks for leads are prioritized by due date. The due date is coded: Red Overdue Green Due Today Black Due in the Future Page 1of 6

2 Review Appointments Schedule In-Home Appointment Schedule Callback Select Meetings & Appointments Tab Double click on the Appointment to view Change Status to the appropriate disposition Confirmed Follow-up Completed Scheduled Click Update Appointment Status From the prospect s Opportunity record Click Appointments tab Check Appointment box Select the Date from the calendar and the Time from the drop down box Indicate the Scope of Appointment Method and Product Enter Notes for this specific Appointment, as needed Click Schedule Appointment You cannot edit an existing Appointment, to change it you have to cancel the existing Appointment and schedule a new one. A Callback can be scheduled on the Contact or the Opportunity. Select :Schedule Callback button at the bottom of the either the Opportunity or Contact screen Enter the date and time of the call, as well as the Reason for the callback Click Commit Change the soft Appointment to the actual date & time once confirmed. Cancel the Appointment from TS and then schedule an Appointment for the actual date & time. An Appointment will only be Confirmed if your schedule indicates an open Appointment with a specific date and time If you have a lead with no actual Opportunity at this time (i.e. can t enroll prospect until AEP); schedule the Callback on the Contact only. Note: If there are other callbacks already scheduled, when you open the callback window, they will appear at the top. Scheduling subsequent callbacks does not affect existing callbacks already scheduled. Page 2of 6

3 Schedule Meeting RSVP Review Community Meetings From the prospect s Opportunities record Click Meetings tab Check the My Meetings box Select the meeting they want to attend Enter the number of attendees, if greater than one (1 is the default) Click Register for Meeting You cannot edit an existing RSVP. To change the Community Meeting RSVP, you have to cancel the existing RSVP and schedule a new meeting RSVP Select Meetings & Appointments Tab Double Click on Meeting Venue to View & Update Roster Print Roster o Double Click on Meeting o Click Print Roster Fulfillment Send a PEK - Manually From the prospect s Opportunities record Click Fulfillments tab Click New Order Select what you want to send Indicate the Fulfillment Method Enter Notes as needed for your own records Click Place Order Note: Field Sales should enter Manual for Fulfillment Method if it is mailed from the local office or hand delivered. A Callback should be scheduled to follow up on receipt of the PEK. Page 3of 6

4 Create New Contact and Opportunity From the Home page Click Create Record (top left) Select Lead Source Enter Contact s information Save Contact o The system will automatically search against the database for duplicate records based on information entered. Best practice is to search for the Contact name prior to creating a new one Click Create New if the lead doesn t exist in bconnected Verify address, Click Accept or Reject as appropriate Change Contact method (lower left) o Record Lookup o Inbound Call o Outbound Call o Face to Face Open New Opportunity Select Product Category Identify Contact s role Fill in as much information you can gather from the applicant, ensure to complete all required fields prior to saving. Save Applicant Click Qualifying Questions tab Answer questions Scroll down to Needs Assessment Questions Answer questions If applicable, RSVP to a Community Meeting, schedule an Appointment, send fulfillment, or schedule a callback If you did not generate an activity, you will need to select a resolution for the Contact or Opportunity; otherwise the system will select a resolution for you. To close Opportunity, select finish at the bottom of the page To close Contact, select finish at the bottom of the page Note: Contact s role is generally Both (the primary Contact and the applicant). Note: Search for existing Contact before creating a new one to avoid creating duplicates. Every open Opportunity must have a future activity Page 4of 6

5 Search for Existing Contact Create Opportunity for Existing Contact Notes in Opportunity or the Contact From the Agent Dashboard Enter at least 2 letters for the last name o The more characters entered, the smaller the search results will be i.e. search for Sm will return Smith, Smithe, Smore, etc. Enter at least 2 letters for the first name Click search Search & Locate Existing Contact Open Contact Record Click Open New Opportunity Select Notes button Type in notes and save This allows a more general search and avoids duplicate records by finding ones that may match but be misspelled. Notes are located at the bottom right side of navigation bar. Notes will always be linked to the Opportunity or Contact and cannot be removed View Opportunity or Contact History Select Opportunity or Contact History Tab Click Refresh Highlight desired history Select View Notes for each history record By selecting View All Notes, the window will display all call notes versus viewing one at a time Close Appointment (In- Home) Paper App Close Appointment (In- Home) Electronic Open Contact s Opportunity Select Plan Comparison tab Select Enroll for the appropriate plan Click Application Status (left bottom) Update Status Save Status On Appointments tab set the status as Appointment Completed Click on the Update Appointment Status button Open Contact s Opportunity Select Plan Comparison tab Select Enroll for the appropriate plan Proceed with ienroll tool. On Appointments tab set the status as Appointment Completed Click on the Update Appointment Status button It is important to update the status of both the Appointment and the application. It is important to update the status of both the Appointment and the application. Page 5of 6

6 Close Appointment No Enrollment Create Contact List Select Meetings & Appointments Tab Double click on Appointment to view On the Appointment tab select Appointment Completed Click on the Update Appointment Status button Select the Resolution for the Opportunity Select Contact List Tab Check boxes to select Criteria and narrow search criteria Name your Filter Select Save As Then click Apply Scroll to the bottom of the screen to select print, export or return to filter Example: Closed/Won List Check Contacts Owned by Selected Agent Check Opportunity Status Select Closed/Won Name Your Filter Click Save As Click Apply The results of the list, will provide a list of Contacts that have the specified criteria selected Exit bconnected Select the red EXIT button Upper left corner of the navigation bar Page 6of 6