Looking for a Call Conversation Guide?

Written by Jessica Adkins

January 26, 2018

Humana has released the “Here to Help” Agent Conversation Guide.

This guide provides you with 4-touchpoint engagement opportunities for newly enrolled Humana members. Humana reminds you that within a few day of enrollment, you should be calling the new Humana Medicare Advantage Plan members to welcome them to Humana and to their new health plan. The downloadable guide provided by Humana is a phone call conversation tip PDF with suggested talking points to make your conversation go smoothly.

Humana recommends four scheduled phone conversations in the series to be initiated on Days 3, 30, 60 and 90 following the member enrollment. (Important Compliance Reminder: If the member inquires about other products, then you must advise them that they will need to call you back. You may give them your direct phone number for your general sale department. No cross-selling is permitted as per CMS regulations!)

If you’re ready to download this exciting guide for touch points, click here now.

Some of the touchpoint guidance includes:

  • Thanks & expectations as a new member
  • Review of their Go365 Health assessment & how to earn bucks and redeem items at the Go365 Mall
  • Personal Health & Benefit Utilities including making initial contact with their PCP and reviewing the Humana Rx tools
  • Explaining the In-Home Health & Well-Being Assessment
  • Discuss the Humana First 24/7 Nurse Advice Line
  • Remind members about SilverSneakers/Silver Fit is part of their plan
  • Introduce members to the Health Coaching services
  • Inform them about the MDLive telemedicine resources

You can always access the Marketing Resource Center via Vantage for other marketing materials on Humana Pharmacy, Go365, MDLive, MyHumana and more. Click here to access even more information in the Enrollment Book.

For more information regarding this and other Humana plans, contact your Regional Manager at 800-962-4693, or click here to find your representative. Not contracted with Humana but interested in doing so? Click here to start the online contracting process now!

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