bconnected Lead Management Lead Management Training for FMOs

bConnected Lead Management Lead Management Training for FMOs

Welcome to bConnected! You will learn how the bConnected Lead Management system is used to effectively and efficiently manage UnitedHealthcare Medicare sales leads. Let’s get started!

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Hardware, Software, & Performance Settings

Hardware & Software Requirements The bConnected system recommends the following minimum hardware and software: 1.7GHz processor or better 512Mb Random Access Memory (RAM) or better 40Gb Hard Disk Drive or better 17 inch monitor or better with 1024 x 768 resolution Windows XP or Vista operating system Internet Explorer version 6 or newer Adobe Flash Player version 10

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Trusted Site Settings To optimize performance, add the bConnected site https://uhg.connextions.com as a Trusted Website

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Browser Caching Settings

If you are experiencing slow bConnected processing, modify how frequently your Internet Explorer refreshes. Open the browser, go to Tools > Internet Options > Select Settings Proprietary and Confidential

bConnected Terminology

bConnected Terminology Let’s get to know some common terms and phrases used within the bConnected system •New Leads Queue •Callbacks Queue •Meetings & Appointments List •Contact Record (aka Contact) •Opportunity Record (aka Opportunity) •Primary Contact •Applicant

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•In Progress Opportunity •Future Activity •Schedule Callback Button/Window •Available Plans List •iEnroll/eEnroll •Disposition & Resolution

New Leads & Callbacks Queues

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Meetings & Appointments Lists

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Contact Record (Contact)

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Opportunity Record (Opportunity)

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Primary Contact vs. Applicant Primary Contact • A person acting as a point of contact on behalf of an applicant other than oneself

Applicant • The actual consumer to whom you are selling the product to

– Example: Jane (primary contact) is the Authorized Representative for her mother (applicant).

– Example: the mother is the applicant and her daughter Jane may be her Authorized Representative/Primary Contact.

• Primary Contact information is always located on the left side of the Opportunity Contact Info page.

• Applicant contact information is always located on the right side of the Opportunity Contact Info page.

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Primary Contact vs. Applicant

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In Progress Opportunity • An Opportunity is In Progress from the point of receipt of the new lead and as you are going through the sales process. An Opportunity remains In Progress until it has been closed by the agent.

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Future Activity Required All In Progress Opportunities must have a future activity scheduled. An agent may not exit from a record unless a future activity is scheduled. The most common type of future activity is a callback.

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Schedule Callback Button/Window • Use the Schedule Callback button to schedule or reschedule a callback activity for a consumer • The Schedule Callback window is where you enter call data – date, time, and reason.

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Available Plans List

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iEnroll/eEnroll: Electronic Enrollment

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Disposition & Resolution • There are two pick-list menus located at the bottom of the Contact Record and Opportunity Record. – Disposition (left) – select the type of interaction you have completed – Resolution (right) – select the result of the interaction

• The disposition and resolution menus allow an agent to record the interaction they are having with the lead. This is required every time you access a Contact or Opportunity record.

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Disposition & Resolution

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Logging Into bConnected

Login & Change Your Password • •

Open an internet browser window Copy and paste the bConnected URL into the Address bar http://uhcmedicare.bconnected.com – Enter this URL directly into the address bar; do not search for bConnected using a search engine (i.e. Yahoo, Bing, or Google)

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Press the Enter key on your keyboard. The bConnected Welcome Screen is displayed, to login, click on the “Click Here to Log In” hyperlink Demonstration: Navigating to the system

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Login & Change Your Password •

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The bConnected login screen is displayed Enter your user name and password into the User Name and Password fields Click the login button

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Login & Change Your Password Change your password •Go to the Your Account menu in the upper-right of the screen •Select Change Password

The Change Password window is displayed Enter your current password into the Old Password field. Enter a new password into the New Password field. In the Confirm Password field, enter the new password again. Click the Change button Proprietary and Confidential

Display When You Log Into bConnected

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Working Your UnitedHealthcare Medicare Leads in bConnected

Acknowledge New Leads Using the New Leads Queue • Check the New Leads queue every day • Acknowledge and follow up on new leads as soon as possible to begin building a strong relationship with the consumers – All new leads must be acknowledged within 2 days of receipt, if leads are not acknowledged according to this policy, they can be swept and given to another agent or channel

• Important information is displayed at a glance in the New Leads queue Proprietary and Confidential

Work Callback Activities • Every new lead has a callback associated to it • Work callbacks from the Callbacks Queue • Do not let callbacks become overdue, work them before they turn red! • The Callbacks Queue is designed to set you up for success and help you effectively manage your leads – Color-coded due dates – Important consumer information (Permission to Call) – Relevant insight into the reason for the call (Activity Type)

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Search Your Book of Business • Search for a lead in your book of business • Use search fields located on the left side of the screen, available fields are: – Contact ID – First Name (minimum three characters) – Last Name (minimum three characters) – Medicare # / HICN – State – ZIP Code Proprietary and Confidential

More About Working your Leads in bConnected

Meetings & Appointments Tab • Community Meetings List – View meetings associated with an agent’s schedule for a date or range of dates – View meeting venue, date, number of attendees, and roster – Print

• Appointments List – View appointments associated with an agent’s schedule – Filter the list – Print

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Calendar • A “comprehensive look” at all Activities by type, date or range of dates • Activities cannot be worked from within the Calendar • Similar to the Community Meetings list discussed in the previous section, you may view a single date or range of dates Click the Calendar icon to change the view

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List Builder The List Builder tab provides access to the List Builder tool. List Builder provides a way to monitor your performance within bConnected. You can access reports saved by the administrator or a manager or set filters to create your own report (i.e. Closed/Won leads).

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Unresolved Activities • • •

Remember Disposition & Resolution mentioned in bConnected Terminology?... If an agent exits from bConnected before completely dispositioning a record, the unresolved activities screen will appear upon the agent’s next login Each record must be accessed and dispositioned before proceeding to the Agent Dashboard

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Effectively Managing your Leads Using bConnected

Opportunity Status • New leads are In Progress until the sales process has been completed. As the sales process is completed, a sales opportunity may result in any of the following resolutions: – Closed/Won – Ensure HICN and Requested Effective Date are accurate; proceed with enrollment – Closed/Lost, Closed Ineligible or Closed Duplicate – Closed/Won • The applicant is enrolled, this status is automatically set by the system upon enrollment activity

– Closed/Lost – Benefits/Network/Cost/PTC=No • The sales lead was lost due to cost, benefits, network, or because you are unable to contact the consumer by any means – including a lack of Permission to Call (PTC=No)

– Closed – Ineligible • When a prospect is not qualified and cannot enroll for reasons such as age, geographic location, ESRD, or lack of Medicare A or B.

– Closed – Duplicate • The opportunity is closed because the applicant has an existing opportunity Proprietary and Confidential

Rules for Lead Management • All new leads on the agent’s dashboard are considered In Progress – New leads must be acknowledged within 2 business days of receipt • It is required for all agents to have a scheduled future activity for all In Progress leads. (This is also mentioned in bConnected Terminology) • Keep all In Progress opportunities updated throughout the sales process • New marketing-generated leads for each sales period (AEP, OEP, SEP) are to be sold or closed within the selling period • All sales must be entered in bConnected. Agents are expected to use electronic enrollment unless paper application is the only option • Sales Managers will reassign (sweep) leads to another field agent or channel, or will adjust routing rules if the following guidelines are not followed Proprietary and Confidential

Guidelines for Successful Lead Management • Acknowledgement of new leads as soon as possible, or within 2 business days – Same day appointment requests must be called within 3 hours of notification – Follow up and complete all open Activities based on the due date and activity type • Request for Appointment – call schedule specific date and time (system sets callback 2 business days from request) • Community Meeting RSVP – confirm attendance (system sets callback 2 business days from request) • BRC – confirm receipt of information and move to next step of selling process (system sets callback 2 business days from request) • Inquiry Leads (fulfillment requests and generic opportunities) –confirm receipt of information and move to next step of selling process (system sets callback 7 business days from request) – Always make sure PTC=YES before making any calls (it can change daily)

• Keep up with callbacks, complete them before they become overdue • If a meeting or in-home appointment exist on an opportunity and the event has been completed, the opportunity record should be updated to reflect this – A Community Meeting and In-home Appointment cannot exist simultaneously on an Opportunity Record, one activity must be completed or cancelled before a new one may be scheduled Proprietary and Confidential

Working From the Callbacks Queue

Working from the Callbacks Queue • Callbacks have a designated activity type associated to the reason for the callback. After new leads have been acknowledged, work from the activities in the callbacks queue. • Callback activities should be worked according to the following priority: – – – –

Appointment Requested CM (Community Meeting) RSVP Lead Reassigned Callback Scheduled

• Each callback activity is assigned a due date. The due dates are in the left-most column of the queue and are color-coded. – Red = Overdue – Green = Due today – Black = Due in the future Proprietary and Confidential

Working from the Callbacks Queue • Work each activity from the queue when completing the outbound call to the consumer; all callbacks must be resolved in this way • Once a callback has been worked to completion, it will no longer appear in the queue • All calls should be completed before they become overdue.

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Completing a Callback Activity •

Double-click the callback that you are working from the queue – –

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After completing the outbound call to the consumer, disposition the record by setting the accurate disposition and resolution, then click Finish –

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This will open the lead record Notice the Call Reason that populates in the upper-left corner of the Contact Record

Select the Resolution that is appropriate for the result of the outbound call

The Contact Record must also be dispositioned; set the appropriate disposition/resolution on the Contact Record as applicable to the selections made on the Opportunity Record

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Schedule or Reschedule a Callback • To schedule a callback: – Click the Schedule Callback button at the bottom right of the Opportunity record. – Enter the date and time of the call, as well as the Reason for the callback – Click Commit

• To reschedule a callback: – Click the Existing Calls dropdown menu and select the call you wish to change and change as necessary – Click Commit

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Scenario-Based Training: What will you do with the UnitedHealthcare Medicare leads you receive?

New Lead – Appointment Request When a new lead is received and the activity associated to that consumer is an Appointment Request, the agent must call the consumer to confirm the appointment and set a date and time for the in-home visit.

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New Lead – Lead Reassigned When a new lead is received by an agent as a result of a manual reassignment completed by a manager, the agent must reach out to the consumer to initiate the relationship and proceed to the next step in the sales process.

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New Lead - Inquiry This type of lead means that a consumer has inquired about our products and we have sent them a fulfillment sales kit. These leads must be followed up on to initiate the next step in the sales process

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New Lead – Community Meeting RSVP A new lead with this Activity Type means that the consumer has registered for one of your scheduled Community Meetings. Contact the consumer to verify their registration

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Closing the Opportunity

The End of the Sales Process After you have completed all steps in the sales process with the consumer, the Opportunity is eventually closed. All sales must be entered in bConnected thus closing the Opportunity as Closed/Won. In the event when a consumer does not enroll, the opportunity is closed for the appropriate reason – the sale was lost, the consumer was ineligible, or after exhausting all means of communication, the consumer was not responsive. •Closed Won •Closed Lost •Closed Ineligible •Closed due to PTC (lack of)

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Closing the Opportunity at the End of the Sales Process • Closed/Won – Ensure HICN and Requested Effective Date are accurate; proceed with enrollment – The applicant is enrolled, this status is automatically set by the system upon enrollment activity

• Closed/Lost – Benefits/Network/Cost/PTC=No – The sales lead was lost due to cost, benefits, network, or because you are unable to contact the consumer by any means – including a lack of Permission to Call (PTC=No)

• Closed – Ineligible – When a prospect is not qualified and cannot enroll for reasons such as age, geographic location, ESRD, or lack of Medicare A or B. Proprietary and Confidential

Discussion and Q&A • Questions? • Review demonstrations if needed

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