TRN Ref 1284

Career Field Agent
Telesales
Crossover
Agent Guide
Main Menu
→
Main Menu →
Main Menu
1) Introduction 4) Nesting/OJT
2) Online Self-study 5) Webinars
3) Putting It All Together/WOW 6) Support & Resources
Page 2 of 164 MarketPoint Retail Sales Learning and Development

Humana MarketPoint for Agent Training ONLY (Not CMS Approved) Proprietary to Humana Inc. Do Not Distribute
REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
This training material is

confidential and for agent training
only. This training material,
including any subpart(s), is not to
be used as marketing and is not to
be provided to a prospect, an
applicant, member, group, or the
general public.
This training material is intended

to provide a general overview of
agent conduct and compliance
requirements. It does NOT attempt
to cover all of the laws,
regulations, rules, company
policies, or other requirements
applicable to you.
NOTE: You will need to have HMU open in order for most of the links to work in this training program.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 1
Introduction
Welcome/Getting Started →
Your Training Plan →
Begin with the End in Mind →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Welcome
Section 1 Introduction
Overview
Hello and welcome to your Telesales Crossover Agent training. As a Career Field Agent in these unprecedented times, we’ve had to change how
we get new leads and complete an appointment. We’ve all been working from home and doing Telephonic Appointments. We are constantly
changing and flexing with the Market’s needs. Now more than ever beneficiaries are shopping on line and or completing transactions over the
phone. With AEP approaching soon, we need to be ready for anything.
This short lesson will:
• Review what is DMS

• Review the role of a Crossover Agent is and why it’s so important
• Explain your overall training plan
• Provide a big picture view of what your role will look like as a Crossover agent

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Welcome
Getting started
This training program enables Career Field sales agents to perform telesales activity. Telesales is a way for field agents to reach more
people, especially during AEP.
As the flood of baby boomers reach Medicare eligibility, it's more important than ever to meet our consumers where they are. Imagine
local agents who are equipped and trained to handle both field sales appointments and telesales calls. This new agent model will allow
career field agents to generate more enrollments, enhance member retention, and reduce member acquisition cost.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Welcome continued
What is DMS/Telesales
DMS, or Direct Marketing Services, is the functional area responsible for marketing Humana products to potential members. DMS Telesales
agents sell both Medicare regulated products (MAPD, PDP, and Medigap) as well as non-Medicare products (Stand Alone Dental and Vision
plans, and Financial Protection Products).
Calls originate through national and local advertisements put out by Humana’s Direct Response area. Advertisements include TV media,
direct mail, online advertising/paid search, and local marketing (radio, flyers, newspaper). Outbound calls also take place through specific
member campaigns and prospecting campaigns.
Each advertisement campaign has a specific phone number tied to that campaign. Phone numbers are segmented by the product line
targeted in the advertisement, and calls are routed to DMS agents based on the product line (Medicare, Stand-alone Dental and Vision,
etc.).
Even though most of the calls originate through marketing, DMS also receives warm and cold transfers from internal Humana departments,
such as Customer Service, Humana Pharmacy, etc. It is important that before you enroll someone telephonically you verify that he/she
called in to Humana.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Welcome continued
Why the Crossover Agent is So Important
Let’s face it, things have changed. As Field agents facing this change, to stay on top of our game we must change too. The virus has
changed our MA/MAPD/PDP sales model.
What does this mean for you?
The virus has pretty much put a stop to in-home appointments for now; we’ve already made the shift from in-home appointments to field
agent telephonic appointments. We are taking it even further by training our field agents to take telesales calls using telesales equipment
and telemarketing guidelines. We need to be ready for anything, this training will equip you with the guidance and tools you need to make
this shift, preparing for anything.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Your Training Plan

Overview
Your training plan will take approximately 40 hours spread out over 2 weeks to complete. You’ll have the support of your training team and
MarketPoint Leaders.
This short lesson about your Training Plan will review with you:
• Your training plan for the next couple of weeks

• How this training plan will look and how it will work for you as we all continue to work from home
• Your support & resources
• A training check list you can use to stay on track
You may have a better experience using Chrome rather than IE

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Your Training Plan

Blended Learning
You will experience a blended learning approach consisting of:
• Self-study
• Virtual Manager check-ins
• Virtual Meetings with your Learning Team at certain points of your journey to review certain topics and complete activities
• Support from local Leadership and your Learning Team- as you have questions or need assistance
• Putting it All Together or World of Work – Practice
• Finally after your 2 week training you’ll go to “Nesting” where you will receive support while taking live calls in a virtual group setting

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Your Training Plan continued

How it Works
To receive calls, you must be logged into your telesales equipment. When a call comes in, you will follow the approved telesales workflow.
All calls will be monitored randomly, per policy requirements, to ensure you are in compliance with all regulatory requirements.
The calls you receive will be for Retail Sales products. They will originate from telephone area codes that you service. Ideally, calls will result
in:
• Completing a telesales enrollment, or

• Creating a lead for yourself for a telephonic appointment and in some cases when allowed an in-home appointment
Getting help will be easy. When engaging in telesales activity, you will have access to all the same agent support resources that DMS agents
use. It will be easy to get assistance with technology challenges and unusual call situations. DMS depends heavily on self-service help with
job aids and resources located within the Telesales Knowledge Center (TKC). The Telesales Knowledge Center is a SharePoint Site that feeds
from Mentor and is leveraged daily by telesales agents.
Your sales manager will continue to provide leadership for you, even with your telesales activity. They will offer guidance and support, and
will assist in problem solving. They will also help you prioritize your telesales activity relative to your other responsibilities. Your manager
will also have access to telesales reporting metrics so that they can analyze your performance and coach you if needed.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Training Assistance and Support
Initially, a big part of your journey is online, but you are never alone. Whenever you need help, it is only a few clicks away. There are
several ways to get help or answers to your questions during your self-study phase:
• Your Learning Team: In order to respond to questions expeditiously we have set up two ways that are monitored by your learning
team.
o Chat Buzz/Yammer Group - You can submit questions in a public format. A representative from your learning team will
respond within 24 business hours. Get started now! Click this link to Join the group Crossover Agent Training Yammer
Group.
o MarketPointTraining@Humana.com inbox - If you rather ask privately, send an email. A representative from your learning
team will respond within 24 business hours.
• Your local Leadership Team: If you have an urgent issue start with your leader. Feel free to ask them questions too and report any
technical issues to your leadership team as well.
Nesting and On the Job Assistance and Support

Your Manager is your front line support. Your leader is going through agent training to learn your role better and Manager training to learn the
tools and resources support you best. Your leader also has support. We are all in this together!

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Learning Path and Checklist
Below is a list of all the training webinars within the Career Field Telesales Crossover Agent Training program. Some are live and some may
be recorded, TBD means either maybe possible. You will receive an Outlook WebEx invitation for any live webinars. All recorded webinars
will be listed with in the appropriate topic in this training plan to listen to at your convenience.
Not an all-inclusive list, more webinars may be added as needed.
Webinar Topic Additional Information

Training Kick-off Webinar You will receive an Outlook WebEx Webinar Invite
Telesales Guidance and Tool Prep Webinar Recorded – page 61 of this guide
Canvas Overview Webinar Recorded – Page 63 of this guide
FastApp MAPD Telesales Enrollment Webinar Recorded – Page 90 of this guide
Putting It All Together (Part 1) Webinar Recorded – In Course Outline – view there (referenced
Introduction on page 120 of this guide)
Putting It All Together (Part 2) Webinar You will receive an Outlook WebEx Webinar Invite
Wrap-up
Quality Assurance Webinar Coming Soon
Workforce Management Webinar Coming Soon

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Learning Path and Checklist continued
Below is a list of all the online self-study training topics and course content within this Career Field Telesales Crossover Agent Training
program and Humana MarketPoint University (HMU).
Training Topic
Telesales Guidance
Call Compliance and Scripting
Listen to Sample Calls
Telesales Guidance and Tool Prep
Canvas Overview and Lead Generation
FastApp / MAPD Telephonic Enrollment/Signature
Avaya One-X Soft Phone
Telesales Knowledge Center
Compliance and Training Attestations in HMU

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Begin with the End in Mind

Overview
This lesson is designed to provide a big picture view of what your role as a Crossover agent will look/feel like.
This short lesson about your new role will review with you:
• A telesales call you can listen as the agent performs a telesales call using the telesales tools and resources
• A diagram depicting when you’ll perform a telephonic appointment as a Career Field agent and when you’ll perform a telephonic call as
a Crossover agent
You may have a better experience using Chrome rather than IE

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Begin with the End in Mind

What a Telesales Call Sounds Like
Click the play button within the picture to hear a Telesales PDP enrollment call.
PDP Enrollment Call
This recording is a call that demonstrates a PDP enrollment.
TRN-REF-962S: World of Work (WOW) PDP Enrollment Call

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Begin with the End in Mind continued

Telephonic Appointment vs Telesales / Canvas Click Here to listen to a description

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 1 Introduction Summary

Welcome →
Your Training Plan →
Begin with the End in Mind →
Congratulations! You are adding a new tool to your tool belt. You are ready to start your journey.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 2
Online Self-study
Click Here to listen to a description
Telesales Guidance →
Call Compliance and Scripting →
Direct Marketing Telesales Sample Calls →
Inbound & Outbound Campaign Guidance →
Canvas Overview and Lead Generation →
Telephonic Enrollment & Signature Types →
Avaya One-x Agent →
Telesales Knowledge Center TKC →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Guidance
Section 2 Online Self-study
Telesales Guidance Overview

This lesson is designed to review the telesales process of consultative selling. In this lesson we’ll connect the dots using what you already know,
like comparing the Humana/CarePlus 10 Step Presentation process with the Telesales presentation process called “The Road to the Sale”.
The telesales consultative selling approach includes the below elements. You’ll learn each element in a different section of your online training.
Telesales Calls:
• Start with Canvas & all calls are recorded

• You’ll use scripting for different call types
• Each call type has specific compliance & disclosure requirements
• You can set an appointment for yourself or your Market OR
• You can complete the enrollment over the phone using FastApp via Canvas
• You end by dispositioning in Canvas
This Telesales Guidance Overview section of your online training will provide an overview of the telesales process.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Guidance
Telesales Road to the Sale
Similar to the Career Field 10 Step Presentation Process, Telesales has a Road to the Sale Presentation Process to provide a SUCCESSFUL
and COMPLIANT path for Medicare telesales phone call.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Guidance continued Telesales Calls

• Start with Canvas & all calls are recorded
Road to the Sale Steps • You’ll use scripting for different call types
1. Greeting • Each call type has specific compliance &

2. Qualifying disclosure requirements
3. Determine Election Period • You can set an appointment for yourself or your
4. NEADS Analysis Market OR
5. Available Plans • You can complete the enrollment over the
6. Summarize phone using FastApp via Canvas
7. Revisit NEADS • You end by dispositioning in Canvas
Enrollment Steps
1. Presentation of Benefits
2. Telephonic Enrollment
3. Closing
Review the below job aids to review the details of the overall Telesales call process.
• TRN-REF-325: Medicare Road to the Sale

• TRN-REF-181a: Medicare Telephonic Enrollment Steps & Benefit
• DMS-245a: Medicare Call Requirements and Disclosures (EN & SP)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Guidance continued

Deeper Dive into the Road to the Sale Steps
Let’s take a look at each step of The Road to the Sales. You already know how to do them; however, there are a few requirements for telesales
calls. As you go through each step below review TRN-REF-325: Medicare Road to The Sale for more details.
1. Greeting
There are a few requirements with a telesales greeting. Telesales greetings vary for Inbound and Outbound calls. We’ll review the
general requirements here. More greeting requirements may be necessary based on the campaign; those specific requirements will
be covered there.
 The following statement must be included in the opening of all calls (IB/OB): “A licensed sales agent”
Example: “My name is <INSERT FIRST AND LAST NAME HERE>, a licensed sales agent. How may I help you?”
The purpose of the added verbiage is to identify ourselves as part the Sales team and to remain complaint with CMS.
2. Qualifying
You already know how to qualify a client. Just like an in-home appointment, you’ll want to qualify your client upfront, setting the
stage for a successful call for you and your client.
Example:
In order to find out which plans are available in your service area, we will:
• Need your demographic information,
• Determine eligibility, and
• Work together to identify the plan that suits your needs.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

3. Determine Election Period
If the Election Period isn’t revealed you’ll need to probe for it. Nothing new for you here, use DMS-024: Enrollment Options as
needed to identify an eligible election period.
4. NEADS Analysis
You are already a PRO at the NEADs analysis.
• Ask open-ended questions
• Probe for NEADS
• Listen for key “trigger words”
• Offer to look up any prescriptions and providers
• Summarize what they tell you. For example, “Based on what you have told me…”
5. Available Plans
Not a lot new here. Confirm what plans are available in their area before talking about them.
NEW: Say: “In your area, we have a wide variety of plans. I’d like to give you a brief overview of each of these plans, then we
can decide which plan might be best for you based on your needs. Would that be ok?”
Some manner of agreement response must be received. See the Disclosures section of the DMS-245a: Medicare Call
Requirements and Disclosures (EN & SP) job aid for more details regarding areas offering DESNPs and CCSNPs.
Note: You will learn more detail about the Medicare Call Requirements and Disclosures within this training. We just wanted to
mention it here as it is at the center of a compliant sales presentation.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

6. Summarize
During this portion of the call, it’s important to go over core benefits of the plan. We are not reviewing the entire Summary of
Benefits yet. Instead, you’ll review a set of required core benefits with your client to ensure they understand the benefits
you’re presenting and sees the value in them. Conversations can seem less personal and boring over the phone, be sure to
relate back to your NEADs discussion points if applicable and infuse trial closes into the conversation. The goal is to keep the
caller engaged while you educate them about the plan.
Here are the required core benefits you’ll need to review using the Summary of Benefits:
• Plan Name
• Premium
• Rx included or not
• PCP & specialist copay
• Hospital copay & number of days

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

7. Revisit NEADS
It’s time to revisit the NEADs and ask for the sale.
Confirm with your caller that the plan meets their needs. If they raise any final concerns or objections now is the time to address
them.
Mr./Ms. [beneficiary name], based on what we have discussed it sounds like you are ready to enroll in [plan name, type and contact with
PBP]. Is that correct?
• If YES, continue.
• If NO, answer any questions and reiterate other available options such as an appointment or seminar (if available). Attempt
to overcome objections.
Refer back to the DMS-245a for any remaining required disclosures.


REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Deeper Dive into the Road to the Sale Steps – The Enrollment Steps
If the caller wishes to enroll over the phone, you’ll transition into the enrollment steps of the call process.
Please refer to the TRN-REF-181a: Medicare Telephonic Enrollment Steps & Benefit Review document for more detailed enrollment
steps.
Hear It From a Trainer
click to hear audio

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Next, we’ll review the compliance requirements for the enrollment steps of the call. If the caller wishes to enroll over the phone, you’ll
complete the enrollment using the electronic enrollment tool, FastApp. Before we view how to complete the electronic enrollment using
FastApp, let’s review the compliant call pieces first.
1. Presentation of Benefits
Hear It From a Trainer
TRN-REF-1284d: Setting Expectations
click to hear audio

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Deeper Dive into the Road to the Sale Steps – The Enrollment Steps continued
This is similar to step 7 of the 10 step in-home appointment process. However, for a Telesales call you’ll need to state a few
required statements and disclosures then simply review the Summary of Benefits in it’s entirely. There’s no marketing material or
sales video to review with the caller. Refer to TRN-REF-181a for details.
You will need to do the following:
o Confirm that the call initiated as an inbound call. NOTE: Outbound enrollments are ONLY allowed in limited situations. We’ll
dive deeper regarding outbound enrollments in a later lesson.
o Verify the plan name/type for which they want to enroll.
o Open the appropriate Summary of Benefits.
o If enrolling in a MA/MAPD plan, you must ask - “Do you understand that a Medicare Advantage plan is NOT a Medicare
Supplement plan (also known as a Medigap plan)?” Agent Note: If the beneficiary seems confused about plan type, educate
them on the differences between Medicare Advantage and Medicare Supplement and ensure they understand they are not
enrolling into a supplemental plan.
o Read ALL required disclosures for the plan choice (DMS-245a: Medicare Call Requirements and Disclosures).
o Inform the beneficiary: “Once your enrollment is approved by CMS, you should receive your Member ID card within 7-10
days. Also included with your card is a Benefits-At-A-Glance document that provides an overview of key plan benefits and
costs.” Agent Note: Enrollees in Puerto Rico will receive ID card and Benefits-At-A-Glance separately.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

2. Telephonic Enrollment
Now it’s time to complete the electronic enrollment. You’ll use FastApp to complete the electronic enrollment. Please note you’ll
access FastApp via Canvas and not via Vantage.
• Fill out the enrollment application in its entirety; ask every question on the application by reading it verbatim.
• Select a signature method: (1) Telephonic Signature (T-Sig). If T-Sig is not selected, then all signature methods must be provided:
(2) Electronic Signature (E-Sig) or (3) Paper Enrollment Packet (Wet-Sig). Important note: I-Sig is not being used at this time.
• Complete the appropriate FastApp Enrollment Application (make sure to select correct County, Plan Year, and Plan).
• Provide the caller with the application number.
• Provide proposed effective date of coverage. Explain that all enrollments are sent to CMS for their approval; therefore, the
effective date discussed is a proposed effective date until CMS approves their application.
3. Closing
Call closing requirement details can be found in the appropriate call script -DMS-245a: Medicare Call Requirements and
Disclosures. Additionally there is a Perfect Telesales Experience (PTE) question required at the end of every call. See below for
the general closing call requirements.
#rightclick

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Closing continued
• Give the caller the telephone number and hours of operation for the Humana Sales and Customer Service departments by stating:
“Should you need future assistance with your healthcare needs, feel free to call our customer service department at:
o For Humana MA/MAPD: 800-457-4708; TTY 711 from 8am-8pm; seven days a week from September to February and Monday -
Friday the rest of the year.
o For Humana PDP: 800-281-6918; TTY 711
o For CarePlus: 800-794-5907; TTY 711 from 8am-8pm; seven days a week from September to February and Monday - Friday the
rest of the year.
• Provide an explanation of what to expect next regarding receiving: ID cards, Benefits at a Glance, Plan Coverage Package, and when
payment will be taken out.
• Ask the PTE Question: “On a scale of 1 to 5, with 5 being the best, how well did I meet your needs today?”
End the call: “Thank you for calling Humana and have a great day.” Provide your phone number 877-256-1640 and your extension.
• Always close the call by branding Humana by saying something like “Thank you again for choosing Humana”.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Telemarketing Compliance Plan
Humana has operated in the telemarketing arena for many years. We understand the importance of Federal and State telemarketing
regulations and strive to comply with all aspects of these regulations.
An important step in maintaining our compliance is ensuring our telesales agents understand and follow our established processes related
to:
1. Do Not Call (DNC) – Federal, State, Internal

a) List management
b) Requests to be added to DNC
c) DNC violations
2. Hours of Operation and Calling Restrictions

3. Caller ID
4. Predictive Dialers
5. Other State Requirements – Permission to Continue, Non-rebuttal, Solicitation Disclosure, etc.
Please read the following job aid to review the details of each compliant item listed above: TRN-REF-1020: Telemarketing Compliance Plan

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Special Telesales Call Types and Process
TTY Hearing Impaired State Relay Process
While taking telesales calls you may get a TTY relay call. This means a hearing-impaired client has called the state TTY relay line and
they are reaching you to handle their inquiry or possible enrollment. During a TTY relay, call the agent will speak to the prospective
member/current member through the relay operator. Please review the following job aid for guidance: DMS-101: TTY Hearing
Impaired Process
On these calls, you need to be patient and speak slowly as the relay operator conveys your message to the client. These calls have the
etiquette of using the statement “Go Ahead” after your statement to let the operator know you are done. They will also use it as well when
they are done with the client’s statement.
During these calls, it is important that you it is also important that you keep in mind that the operator’s role is only to assist the enrollee.
You must speak in first person to the enrollee. You are working directly with the enrollee. Always refer to the enrollee! Avoid saying things
like “tell him/her” or “ask him/her this.”
If you are unfamiliar with a TTY call, listen to this example. Click Here.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Special Telesales Call Types and Process continued
Language Line Process

There are times when you’ll need to use the language line to handle a telesales call. Please see the following job aid for guidance:
DMS-100: Translation Service Process DMS-100
CMS requires us to inform those who contact us that we have interpretation services
available to them at no cost. You can say: “We have free interpreter services to answer
any questions you may have about our health and (prescription) drug plan(s).
Things to remember:
• It is important that you keep in mind that the interpreter’s role is only to assist the client. You must speak in first
person to the enrollee. You are working directly with the client, so always refer to the client!
• Avoid saying things like “tell him/her” or “ask him/her this.”
• Speak slowly and be patient as the interpreter communicates with the client.
• If an English-speaking agent receives a Spanish speaking call, they should conference in an interpreter. They
should not attempt to transfer to the Spanish speaking line. Chances are the beneficiary started on the Spanish
speaking line and was transferred to the English line due to long hold times. Transferring them back to the Spanish
speaking line would provide a poor customer experience.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Power of Attorney Guidance
During your calls, you may interact with children, spouses, caregivers, and others that may be calling on behalf of the beneficiary. Remember
that CMS requires that the Medicare beneficiary who is enrolling in the plan complete his/her enrollment. POA-HC or Legal Guardianship is for
competence and not convenience.
Therefore, POA-HC or Legal Guardianship only applies when the person can no longer make his or her own healthcare decisions. If the
beneficiary is able to make their own healthcare decisions, the enrollment must be done by them. The POA-HC can have a role in the
enrollment if the beneficiary chooses to.
If during the call you find that someone has POA-HC, your follow up question should be “Is your mother able to make her own healthcare
decisions?”

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Group Medicare Awareness
Generally, telesales agents do not sell or schedule appointments for Group Medicare beneficiaries. If a member is enrolled in an
individual plan, they could be disenrolled from their group plan and that may not be in their best interest.
Some employers may provide a subsidy towards their premiums. The Ohio Public Employees Retirement System (OPERS) is one
example of an employer that offers a subsidy to its retirees. In order to receive the subsidy the beneficiary must enroll through a third
party private exchange like Towers Watson or AON Hewitt. Humana is not to set an appointment, directly enroll or re-enroll any of
these group retirees. If anyone other than Towers Watson or AON Hewitt enrolls these beneficiaries, they will lose their retirement
subsidy and that may not be in their best interest.
Guidance Tip
During your calls, you will need to determine if the beneficiary is part of Group Medicare or receive other coverage. Therefore as agent,
you will ask:
“Do you have other coverage currently such as Employer, Individual Major Medical, Group Medicare plan, retirement benefits for
healthcare, VA benefits or Tricare for Life?”
If the caller is unsure how to respond to that question you may ask them if they are a retiree of any these companies: AT&T, Bank of
America, Campbell’s Soup, Chrysler, Citigroup, or Ohio Public Employees Retirement System (OPERS).
If they are eligible for a Group Medicare retiree plan, you will need to transfer the caller to the correct number indicated within the
system- Canvas.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Special Telesales Call Types and Process
Difficult Calls continued

Review the difficult call guidance home page for guidance: Difficult Call; Easy Guidance Home Page
Remain Calm – Click the images below

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Call Compliance and Scripting

Call Compliance and Scripting Overview

Following the rules will help minimize Section A Allegations and/or Agent Misconduct Complaints. Most importantly, doing things right will
ensure your clients receive a compliant presentation and are fully aware of their enrollment.
This lesson is designed to review the following:
• Call compliance requirements for a telesales , Code of Ethics (COE)

• Common Telesales Section As
• MCMG for Telesales
• MAPD Telesales Telephonic Enrollment scripting
• The Call Quality forms
• Practice with the scripts and disclosures

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Call Compliance and Scripting Your Resources

• CPL-007a: Code of Ethics for Career Field and Telesales
• Medicare Communications and Marketing Guidelines
Call Compliance Requirements (MCMG)
• TRN-REF-197: Common Section A Allegations
Now that you know the general flow of a telesales call let’s dive deeper into • TRN REF 873d: Avoiding the Most Common Section A
telesales call compliance. Complaints - Job Aid (not in mentor)
With any sales role, there are rules of the road, government regulations, • DMS-245a:_Medicare Call Requirements and Disclosures
common allegations and required disclosures/processes. • DMS-044a: All Scripts and Voicelogs Internal Resource
Next, you’ll review several policy documents required for your role. Some of Guide
them apply to both Field Sales and Telesales and some are specific to • DMS-057a: QA Evaluation Form, Definitions, and Insights
Telesales.
Agent Code of Ethics [NOT PUBLISHED IN HMU]

• CPL-007a: Code of Ethics for Career Field and Telesales
MCMG for Telesales

The Medicare Communications and Marketing Guidelines (MCMG) provides guidance on the marketing and communication rules for
Medicare Advantage (MA) and Prescription Drug Plans (PDP). Several elements of MCMG apply to Telesales/Direct Marketing Services:
• Unsolicited Contact
• Scope of Appointment
CMS prohibits plans and agents from engaging in direct unsolicited contact with potential MA or PDP enrollees via outbound calls. CMS
also requires that a Scope of Appointment be completed prior to the sales presentation.
• Medicare Communications and Marketing Guidelines (MCMG)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Call Compliance and Scripting continued

Call Compliance Requirements continued
Section A Allegations
Review the most common section A allegations. These allegations are the top complaints for agents (Field and Telesales).
• TRN REF 873d: Avoiding the Most Common Section A Complaints - Job Aid
Review the below resources regarding Telesales allegations and best practice.
• TRN-REF-197: Common Section A Allegations

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scripting and Disclosures
You might be wondering why so many scripts and disclosures? Due to CMS and State requirements for different types of calls and that
all Telesales calls are recorded, it’s imperative for telesales agents to follow the appropriate script with the appropriate disclosures.
You’ve had a chance to review DMS-245a Medicare Call Requirements and Disclosures. This resource is a great way to view all of the
required disclosures, what they are for and if they are required to be given verbatim. The DMS-044a Scripts and Voicelog resource
below provides a catalog of all Scripts and Voicelogs needed for different Telesales calls. The Scripts are laid out in sequential order
and include the required disclosures.
You may be wondering what a Voicelog is? Great question! A voicelog is used during the enrollment process to complete a telephonic
enrollment. It is an automated recording made up of important information and disclosures that your clients listen to and agree to as
part of their enrollment.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scripting and Disclosures
Medicare Line of Business Call Process:

• Use proper greeting.
• Collect or have the caller verify demographic information.
• Who are you calling about? Self, someone else, self and someone else.
• Anyone else in the household who may be interested?
• Do you make your own decisions?
• Are you a current Humana member?
• Collect plan history/confirm type of plan they may have (Do you have any coverage through an employer or through your
job, or do you have any premiums paid for by your company, or benefits through retirement?).
• Part A and B effective dates
• ESRD Question (not applicable for PY2021)
• Extra Help (Do you receive Extra Help paying for you prescription medications?)
• Current doctor and hospital coverage (What type of coverage do you have to help pay for doctor and hospital expenses?)
• Likes/dislikes
• Permission to continue statement
• Select plan type (Range of Plans)
• Compliance/disclosures (limitations and copayments may apply, Part B disclosure, etc)
• Remind likes/dislikes and select plan network type

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scripting and Disclosures continued

• Network disclosures (Plan Type, Rx Disclosure, OSB Disclosure)
• Medicare Advantage (Doctor copay, hospital copay, includes/does not include Rx, maximum out-of-pocket, and premium)
• Does that sound like a plan you would like to learn more about? (Yes, no, send me something, ready to enroll)
Ready to Enroll
• Set Expectations and ask the caller to get their Medicare Card, confirm that the call initiated as an inbound call, are you read to
enroll in …? If plan is Medicare Advantage say, “Do you understand that you will be enrolling in a Medicare Advantage plan,
which is NOT a Medicare Supplement or Medigap Plan?” Read All required Plan disclosures for the plan choice
• Summary of Benefits, Review any plan Out-of-Network Benefits
• Plan Details in Summary of Benefits, Name of Plan and Contract Number, Plan Type, Premium, Medical Deductible,
MOOP, Hospital Deductible, Rx Deductible
• Prior Authorization and Medicare covered services, PCP, Specialist, In Patient Care, Rx coverage, Humana Pharmacy Mail
Order Preferred Cost Sharing – MA/MAPD, Inpatient Care, Skilled Nursing, Home Health care, Chiropractic, Outpatient
Mental health, Ambulance, Emergency care, Outpatient rehabilitation
• DME, Diabetes programs and supplies, outpatient services/surgery, plan includes the following benefits, mental health
inpatient, hospice, and podiatry, urgently needed care, outpatient substance abuse, prosthetic devices, and diagnostic
tests, dental, hearing and vision
• Ensure no further benefits questions, are you ready to complete enrollment into [state plan name including contract number]?
• Review enrollment options

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scripting and Disclosures continued
T-Sig – Complete Enrollment Application (Fast App)

• Post T-Sig
• Application number, proposed effective date and CMS approval, accessing benefits prior to Id card, Welcome kit, ID card,
EOC, and Coupon Book, Verification Letter)
• IDV Cross Sell
• End Call (confirm delivery of all the messages, PTE, disposition)
Review the below resources and complete the activity provided:

• DMS-245a:_Medicare Call Requirements and Disclosures
• DMS-044a: All Scripts and Voicelogs Internal Resource Guide – While scripts have required disclosures and talking points they serve
as framework for a compliant call. You add your conversational touch to the call. As long as you are staying within the flow and say
the required disclosures (some are verbatim) you are providing a compliant call. Reading a script to a caller is no fun for you or
them. It’s important that you make your phone calls as conversational as you do when you’re are sitting in front of them.
• Review the disclosures grid and the MA-PDP Lead Generation & Enrollment script side by side and review the disclosures within the
script.
• Review the DMS-197a: HMO w/Rx and w/OSB – English transcript. While you have the transcript, open call the following # to play
the voicelog and follow along to the end. Note the three sections and color coded paragraphs.
o 210-943-0666 (# to go forward between sections and * to have the narrator repeat the entire section)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Why Each Disclosure Is Important
These disclosures are listed below, along with what makes each disclosure important to state.
Note: Even though the disclosures are listed here as a reference, this is not the location you would go in order to read the disclosures on a call with a
beneficiary. You will use the disclosures grid DMS-245a:_Medicare Call Requirements and Disclosures
Disclosure Name Disclosure Verbiage Importance

“In your area, we have a wide variety of plans. I’d like CMS requires agents to gain permission
to give you a brief overview of each of these plans, to discuss Medicare products prior to
Permission to Continue
then we can decide which plan might be best for you reviewing plan options.
based on your needs. Would that be ok?”
Permission to discuss “In your area we do offer Dual Eligible Special Needs To determine potential eligibility
DE-SNP, ONLY if available Plan(s). These are plans specifically designed for anyone (without asking an economic profiling
in service area who has both Medicare and Medicaid. Would you like to question) and also to gain permission
Verbatim required hear about this plan?” to discuss DE-SNP plans.
“In your area we do offer Chronic Condition Special To determine potential eligibility
Permission to discuss
Needs Plan(s). These are plans specifically designed for (without asking a heal profiling
CC-SNP, ONLY if available
anyone who has been diagnosed with [list conditions of question) and also to gain permission
in service area
available CC-SNPs such as Diabetes, Cardio Vascular to discuss CC-SNP plans.
Verbatim required
Disease, etc.] Would you like to hear about this plan?”

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →


MA/MAPD: CMS requires agents to inform the
“<Company Name> is a Medicare Advantage organization beneficiary they still need to pay their
with a Medicare contract. Enrollment depends on contract Part B premium if they enroll in a MA
renewal. You must continue to pay your Medicare Part B
plan so they are not confused about the
premium. You can only be in one Medicare Advantage plan at
a time and enrollment in this plan will automatically end your total amount they’ll be required to pay.
enrollment in another Medicare health or prescription drug
Medicare Eligibility plan. A <Company Name> Medicare Advantage plan is NOT
(Part B) & Federal Medicare Supplement insurance."
Contracting Statement
PDP:
“Humana is a Medicare drug plan and has a contract with the
Federal government. Enrollment depends on contract
renewal. You must keep Medicare Part A and/or B.
Enrollment in this plan will automatically end your enrollment
in another Medicare health or prescription drug plan. This
coverage is in addition to your coverage under Medicare.”
“Benefits, premiums and/or copayments/coinsurance may CMS requires agents to inform
change on January 1 <year>. This information is not a beneficiaries that benefits, premiums
Limitations and
complete description of benefits. Review the full list of and cost shares associated with the
Copayments
benefits found in the Evidence of Coverage (EOC).” plan they are enrolling in may not stay
Verbatim required
the same year to year even if they
stay with the same plan

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →


“This <Company Name> plan has Part D coverage built in. Must be stated on all plans that
You must use network pharmacies to use your prescription include Part D coverage.
Part D Statement drug benefit, except under non-routine circumstances. Informs beneficiary of the requirement
Verbatim required Quantity limitations and restrictions may apply.” of staying in- network, in most
situations, in order for the plan to cover
the prescription.
Pharmacy Statement “You can only be in one Medicare Prescription Drug plan at a
Verbatim required time.”

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

The following disclosures surround the Networks associated with each plan type

“You must use participating providers except in emergency CMS requires agents to inform beneficiaries
otherwise you will be responsible for all of the costs.” that they must use in-network providers for
all services except in emergency/urgent
HMO (excluding POS, situations. Using an out of network
DE-SNP, CC-SNP) provider, including out of network
Verbatim required emergency providers or urgent care
providers, in routine/non-emergency
situations will not be covered.
“You must use participating providers except in emergency CMS requires agents to inform beneficiaries
otherwise you will be responsible for all of the costs. Your about in-network versus out-of-network
ability to enroll into this special needs plan is based on coverage and differences in cost shares.
CC-SNP physician verification that you have the qualifying medical CMS requires agents to inform beneficiaries
Verbatim required condition(s).” their ability to enroll in the plan depends on
their doctor verifying they have the
qualifying condition.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

“Non-contracted/out-of-network providers are not obligated CMS requires agents to inform beneficiaries
to treat you except for emergency or urgently needed about in-network versus out-of-network
services otherwise you may be responsible for the costs. coverage and differences in cost shares. CMS
Your ability to enroll in this special needs plan is based on requires agents to inform beneficiaries they
verification that you are entitled to both Medicare and the must have both Medicare and Medicaid to
qualifying level of Medicaid.” enroll in a D-SNP plan.
If FLORIDA DE-SNP, also state: "This plan is sponsored by
DE-SNP [Company Name] and the State of Florida Agency For Health
Verbatim required Care Administration."
If TENNESSEE DE-SNP, also state: "TennCare is not
responsible for payment for these benefits, except for
appropriate cost sharing amounts. TennCare is not
responsible for guaranteeing the availability or quality of
these benefits. Any reference to more, extra, or additional
Medicare benefits, is applicable to Medicare only and does
not indicate increased Medicaid benefits."
“Out-of-network providers are under no obligation to treat CMS requires agents to inform beneficiaries
[Company name] members, except in emergency situations. that if they seek services from OON providers,
PPO, HMO-POS, PFFS If you receive routine care from out-of network providers, those providers may refuse to provide
your out-of pocket costs may be higher. We can review the services in routine/non-emergency situations.
(excluding SNPs)
cost-sharing that applies to out-of-network routine Also required to review cost shares associated
Verbatim required
services.” with OON providers so beneficiaries are fully
informed of how much it will cost to go out of
network for services.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →


“If you have not had Medicare prescription drug coverage, Agents must offer to look up the pharmacy the
or creditable coverage as good as Medicare’s, you may have beneficiary uses to ensure it is in-network. CMS
Late Enrollment and to pay a late enrollment penalty in addition to your premium requires agents to let the beneficiary know they will
Pharmacy (all plans for Medicare prescription drug coverage. Additionally, we need to switch to a new pharmacy that is in network
which include Part D) can review the pharmacy directory to make sure the in order to receive the prescription benefits and cost
Verbatim required pharmacy you use for any prescription medicines is in the shares associated with the plan.
network. If the pharmacy is not listed, you will likely have to
select a new pharmacy for your prescriptions.”
“[Company name, plan type, contract/PBP number] will not If the plan the beneficiary is enrolling in will be
be available in this area effective January 1. You may discontinued/exiting at the end of the year, CMS
choose to enroll in the plan, but the coverage will requires agents to disclose that coverage under the
automatically end on December 31. You are entitled to plan will end on December 31st and they'll need to
enroll into a new Medicare Advantage or Prescription Drug select a new plan for the following year. They will
plan between October 15th and the end of February. have from October 15th of the current year through
PLEX – Plan is Not However, if you want the new plan to be effective January the end of February of the next year to select a
Renewing 1st, your completed application must be submitted and different plan. If a new plan is not selected by
Verbatim required received by December 31st. If you do not enroll into a December 31st, they will no longer have coverage
Medicare Advantage or Prescription Drug plan by December under the discontinued plan and will only have
31st, you will be disenrolled from your current plan and only coverage under Original Medicare until a new plan is
have Original Medicare as of January 1st.” selected. If a new plan is not selected before the end
of February, they will not have an opportunity to
enroll in a MA plan until the AEP period or unless
they're eligible for another SEP.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Why Each Disclosure Is Important continued
Complete the below exercise to get to know these resources better, how they work and how they may help you best.
Exercise:
• Open up DMS-245a:_Medicare Call Requirements and Disclosures and open DMS-046a: MA-PDP Lead Generation & Enrollment
Script
• As you read through DMS-046a the MA-PDP Lead Generation and Enrollment Script look for all of the disclosures (HINT- they are
listed in DMS-245a)
• Practice saying the script aloud or with a peer – just to get the words out and understand the flow. Keep practicing – start to make
it sound conversational.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Quality Call Evaluations
Just as a field agent providing in-home presentations, you’ll receive evaluations from your manager on calls. The evaluation form is different
from the field in-home presentation form. The telesales quality assurance form is comprised of three criteria sections:
1. Compliance
2. Business Process
3. Sales
Review the QA Evaluation forms to familiarize yourself with the section components and evaluation measurements. These are the same
forms we’ll use at the end of training to complete a mock telesales call.
• NA-60: Definition and Insights IB&OB CMS Regulated Product

• NA-61: Definition and Insights IB&OB Non CMS regulated product
Call Compliance and Scripting Wrap Up

Now that you have learned the importance of scripting and the required disclosures involved with a telephonic enrollment it’s time to
practice. In the next section, you will listen to a few telesales calls, which will allow you to familiarize yourself with the process. Then you
will practice using the script and disclosures required for telephonic interactions.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Puzzle #1
Answer Key

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Direct Marketing Telesales Sample Calls

Overview
In this lesson, you’ll listen to a few telesales sample calls.
Listen to each call; follow along with the disclosures list and script. You’ll notice the telesales agent is providing the information in a
conversational way.
Keep in mind that these calls are provided so you can get an idea of how they go. You may find somethings the agent could have done better.
Therefore, be sure to take time as you hear each call to reflect on what you would have done differently.
For security and privacy, the PI (personal information) of both the beneficiary and agent was redacted from these calls. Therefore, you may
notice that parts are missing and/or that it may sound choppy; this is intentional.
Click HERE to listen to a description

At the end of the lesson meet with your leader, this is a great time to have a team huddle to discuss these calls as a group.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Direct Marketing Telesales Sample Calls NEW
8/31/20
Telesales Sample Calls – Audio and Screen Share

These two enrollments calls have audio and screen share. Play the Humana call if you sell Humana and play to CarePlus call if you sell
CarePlus. Click the play button within the picture to listen to the call:
Call type: PDP enrollment call

Call type: MAPD enrollment call
Quality scores received: Compliance 90.48; Business Process
Quality Scores coming soon
93.33; Sales 14
Check in with your leader, this is a great time to have a group huddle to discuss what you thought about these calls.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Telesales Sample Calls – Audio Only
Initial interest was a PDP Enrollment during the beneficiary’s IEP. The agent showed the value of an MAPD and successfully completed the
enrollment.
Quality scores received: Compliance 86.36; Business Process 93.33; Sales 15
Click the play button within the picture to listen to the call:

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Humana member calling in to change plans due to his move- SEP-MOV. The agent helped him locate and enrolled him in a plan in his new
service area.
Quality scores received: Compliance 90.91; Business Process 100; Sales 13

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Humana PDP member calling in to change plans due to her move- SEP-MOV. The agent showed the value of MAPD and successfully
completed the enrollment.
Quality scores received: Compliance 90.91; Business Process 93.33; Sales 16

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
IB & OB Campaign Guidance

Overview
This lesson is designed:
• Review the requirements for Inbound and create an Outbound awareness

• Review how to handle transfers

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
IB & OB Campaign Guidance

Inbound & Outbound Call Requirements
If a potential member/current member calls in (inbound) they call using a specific phone number attached to a campaign. That campaign is for a
certain product(s). Same goes for outbound calls, if you are on an outbound campaign it is for a specific reason and product type. There are
rules for each set of calls based on call direction (IB/OB) and product type. Please review the TRN-REF-836: Compliance Call Grid to view what
products you can and cannot talk about together during an inbound and outbound call.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
IB & OB Campaign Guidance continued

Transfer Call Process
There are times throughout the day when calls get miss routed to you and you will need to transfer the call to another department. Please
review the Call Transfer List you’ll use to identify where to transfer the call. DMS-359: Transfer - Conference Numbers
NOTE: You’ll use Canvas and your Avaya1 Soft Phone to transfer calls. You’ll learn how to use the Canvas phone options during Canvas training.
Telesales vs Career Field Agent
When you are on Canvas, you’ll follow the DMS Telesales guidelines and use the Telesales tools:
• Road to the Sale

• Call compliance disclosures
• Calls scripting
• Canvas
• FastApp from Canvas
When you are conducting business as a Career Field agent, you will use the Career Field agent process and tools:
• 10 Step Presentation Process/Telephonic Appointment Process

• Connection Hub
• Enrollment Hub/FastApp(from Vantage)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 2
Telesales Guidance Review & Tool Prep

Telesales Guidance Review
Telesales Guidance review and Tool Training Prep
You’ve learned a lot!
Take a few minutes to listen to this short video. We’ll summarize what you’ve learned so far and get you prepped to start your tool training.
Telesales Guidance Wrap-Up and Tool Prep
Tool Prep
You will need to have Canvas Train to complete this training. If you do not have Canvas Train let your leader know.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Canvas Overview & Lead Generation

Canvas Overview
While taking telesales calls you’ll need to use Canvas to create or update contact records, schedule appointments, complete enrollments and
document call outcomes.
At the end of this lesson, you will be able to:
• Access Canvas & Maneuver within Canvas to access all key elements using the Dashboard, Hub, App Bar, and Navigation Bar
• Effectively search for existing members to avoid creating duplicate records for the same customer(caller)
• Create new contacts
• Access the Contact’s Call History
• Schedule Appointments
• Schedule Seminars
• Use the Work Center to make outbound calls and schedule return calls
• Use the Canvas phone options
• Complete the Perfect Experience (PTE) Survey
• Properly document dispositions for the call

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Canvas Overview & Lead Generation continued

Canvas Introduction
This section will provide a big picture view of Canvas, the main system used by a telesales agent. You’ll learn how to access Canvas and Canvas
Train. You’ll learn how to identify the key elements on the screen and define key Canvas terminology.
Please listen to this recorded Canvas Overview webinar.
Recorded Webinar Part 1 – The Basics– Click HERE (57 minutes)
Recorded Webinar Part 2 – Appointments, Enrollments & Ending the call– Click HERE (46 minutes)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Introduction continued
Please review TRN-REF-907a: Canvas – Introduction job aid to learn the basics about Canvas.
Hear It from a Trainer
Click to hear audio
Note: This lesson mentions the Canvas call flow. The Canvas call flow is useful to agents as a general guide to navigating an inbound call.
However, the Canvas call flow will not provide guidance for every call situation and may contain disclosures that are no longer required
and/or maybe missing some that are currently required.
It is important agents do not rely on the Canvas call flow for disclosures, instead agents should use the Medicare Plans Required Disclosures
Grid (DMS-245a) and All Scripts and Voicelogs Internal Resource Guide (DMS-044a) job aids that were mentioned in the lesson for
compliant call handling.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Dashboard
What is the Canvas Dashboard?
The Dashboard screen is the first screen displayed. The dashboard is designed to give you up to date metrics on your production and quality
along with customizable resources for your convenience. The Dashboard is the default screen and is also the screen you will see in-between
calls. Here, we will review:
• The sections of the Dashboard,

• How to customize Quick Links for quick access to tools/applications,
• How to access notifications/system alerts, and
• How to access the App Bar along the right side of the screen.
Please review TRN-REF-902a: CANVAS-Dashboard job aid to learn all about the Canvas Dashboard.
Canvas HUB
What is the HUB?
The HUB brings all of the information you need to work with the customer on one screen. This section we will review the DMS Canvas
Ribbon along the top, how to access key information and tools through the Hub and how to identify the parts of the Right Pane (Disposition,
Phone Options, Line of Business, Call Flow, and Comments).
Please review TRN-REF-903a: CANVAS-HUB job aid to learn all about the Canvas HUB.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Contacts, Search and Update
When a call comes inbound, you’ll need to find an existing contact record for the caller or create a new one. In this lesson we will review
how to effectively search for existing members to avoid creating duplicate records for the same customer (caller), how to identify
Restricted Contact Records and how to handle those calls. Lastly how to update existing contact information.
Please review TRN-REF-904a: CANVAS-Contact-Search and Update job aid to learn how to search and update Canvas contact records.
Click to hear audio
PRO TIPs:
• It is very important to NOT create duplicate records for the same customer (caller). Also, you will be unable to open or create a
record with a restricted telephone number.
• Do NOT set appointments, seminars or complete enrollments for caller(s) from a restricted phone number without prior approval
from your leader.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Creating a New Contact Record
It’s important contact record information is entered in correctly. This lesson will review how to add a new contact with all required
information.
Please review the below job aids to learn how to create new contact records in Canvas.
• TRN-REF-906a: Creating a New Contact

• TRN-REF-834: Telesales Agent Prospect Data Entry
• TRN-REF-906c: Canvas Gathering Prior coverage Information
PRO TIP: The information you enter in agent tools (Canvas and enrollment tools) is directly linked to your compensation. Your attention to
accuracy directly correlates to the ability for you to be compensated correctly. Below are some pointers for prospect information:
• Ask the prospect for their full legal name as it appears on their Medicare ID card
• Verify the spelling of the prospect’s first and last name
• Do not use punctuation (i.e. no commas, dashes, or periods). Instead, leave a space
• Enter their primary phone number first and then any additional phone numbers
• Watch for typos - double check what you type!
• Use military or vernacular spell-back such as:
• ‘A’ as in apple or alpha
• ‘B’ as in boy or bravo
• ‘C’ as in cat or Charlie

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Creating a New Contact Record continued
Click to hear audio
PRO TIPs:
• Both the primary and mailing address are required. Remember, punctuation should NOT be used when entering address
information.
• Do NOT enter any PO Box information in the Primary address section. If the contact has a PO Box, it should only be entered in the
mailing section.
• For Medicare products, the following fields should NOT be filled out: Gender, Date of Birth or Marital Status. They are considered
profiling and do not need to be identified in Canvas.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Call History
What is Call History?
The Call History shows when the individual has called previously and what occurred on those calls. All recorded dispositions are shown and
additional information is available in the expanded view. This lesson will review how to access an individual’s Call History, how to view
additional information about a previous call, and how to filter the calls by date.
Please review TRN-REF-901a: CANVAS-Call History job aid to learn how to access an individual’s Call History.
Click to hear audio

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Call Flow and Disclosures
We spent a lot of time on call process and disclosures and you saw there are a number of disclosures you must read when completing an
enrollment. Canvas has a Call Flow and Compliance Checklist feature, however at this time they are not current. For this reason, you will
not use the Call Flow and Compliance Checklist in Canvas for disclosures.
Therefore, to determine which disclosures you need to read during the call, do not use the Canvas call flow, instead use DMS-245a and
DMS-044a (which contains the CMS-approved script DMS-046a).
The Canvas Call Flow also has an Available Plans feature, which may not be up to date. You will not use this feature in Canvas to look for
plan availability. Instead, we will show you how to view all available plans via FastApp during the FastApp lesson.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Appointment Guidance
While on a Telesales call, you may need to schedule an in-home appointment for yourself or Market. This lesson will provide the guidance
you need to schedule an appointment if necessary.
Please review the below job aids to learn how to complete the following:
• Schedule Appointments
• Add Attendees to an Appointment
• Foreign Translation or Sign Language Process
• Alternate Location Appointments
• Reschedule or Cancel and Appointment
• Document No Call/No Show (NCNS) with or without reschedule
• Schedule an Open Lead Appointment
• Complete the SOA
• Schedule Humana Guidance Center Appointments
• Properly comment for lead generation for the Field Agent’s information
o TRN-REF-234a: Appointment Guidance
o TRN-REF-237: Canvas Scope of Appointment Guidance
o TRN-REF-236: Guidance for Lead Generation Comments

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Appointment Guidance continued
As a Career Field Crossover agent, you can schedule a future telephonic appointment for yourself. When you schedule the appointment, you
will need to enter the following these steps:
Schedule the lead for the appropriate date and time desired by the caller
 Complete the SOA –read verbatim
 In the appointment comment box type the following - XOA lead assign to “your name” note
Telephonic appointment
 Send an email to your leader or lead coordinator with the Subject title – Crossover lead –and
include any notes you feel are necessary
We are not doing in-home appointments at this time. Follow the guidelines for completing a
Telephonic & Virtual Enrollments = TRN-REF-1278 Completing Telephonic & Virtual Enrollments (in
HMU and in Mentor)
This process may be updated and or change as we move closer to AEP due to process changes, market reentry and new
social distancing rules etc.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scheduling Seminars
What is Reserving a Seat in a Seminar?
Currently Humana is not hosting seminars. Based on our current situation you will most likely not schedule someone for a seminar. Just
know this feature exists and below is how a Telesales agent is trained to complete this in Canvas.
To reserve a seat for a seminar, you will access the Leads tile in Canvas the same way you do to schedule an appointment. It is important to
note that a seminar is for a specific plan and for a specific audience. A scope of appointment (SOA) is not completed for a seminar. Do not
proactively offer sales seminars because a face-to-face appointment is more personal and the beneficiary will have the agent’s undivided
attention.
Pro Tip: Although Canvas should not display seminars for plans outside the caller’s service area, it may display them. Do NOT reserve a seat
for a seminar focusing on a plan that is NOT available in the caller’s service area.
Please review TRN-REF-238a: Seminar Guidance job aid to learn how to register a beneficiary for a seminar, filter Seminars results that meet
the need of the beneficiary, add additional attendees to a seminar and cancel a registration for a Seminar.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Work Center
What is the Work Center?
The Work Center allows you to navigate to your work queue or a shared work queue to access scheduled callbacks.
Please review TRN-REF-905a: Work Center job aid to learn how to make calls (outbound/blend) from the Work Center and schedule a Call
Back.
Phone Options
What are Phone Options?
They are the call handling options used when you are inside of Canvas. You will learn more about how Canvas and Avaya work together in
the Putting It All Together/WOW training.
Pro Tip: Do not use the Avaya One-X phone App to perform any action. Touching the phone app while logged into CANVAS can cause
system errors.
Please review the below job aids to learn how to place a caller on hold, transfer a caller, and open a conference call using Canvas.
• TRN-REF-909: Canvas Phone Options

• TRN-REF-818: Canvas Do Not Contact and Deceased Job Aid

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Ending Calls / Disposition Canvas
What is Ending Calls - Disposition?
It is the process you’ll use to end all calls.
Please review the below job aids to learn how to complete the Perfect Telephone Experience (PTE) survey, add or remove a disposition to a
call and use the Customer Service drop-down menu for quick disposition and disconnect.
• TRN-REF-911a: End Call – Disposition
• DMS-049: Disposition Codes

#rightclick
• DMS-050: Perfect Telesales Experience Guidance (PTE)
COMPLIANCE:
On the Perfect Telesales Experience (PTE) survey, never ask the caller to change their response.
IMPORTANT NOTE:
Train CANVAS does not list all dispositions used in Production Canvas. Train CANVAS will not auto- disposition
enrollments

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Ending Calls / Disposition Canvas
IMPORTANT NOTE:
All dispositions with a will also require you to select the product associated with the disposition code
IMPORTANT NOTE:
You should Not use Application Submitted for completing T-Sig after failed I-Sig or E-Sig - use 'Partial Application
Completed' instead
IMPORTANT NOTE:
When dispositioning the record, when asked “Do you want to continue on the call?” Yes is only used when
performing two or more enrollments for spouses on the same call.
IMPORTANT NOTE:
Any auto-disposition code or dispositions that are automatically selected based on actions you have taken (for
instance, scheduling an appointment) will appear in the ‘Dispositions for this call’ list on the right and cannot be
removed or updated.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Basics
Knowledge Check
Answer the questions below.
1. What does LOB stand for?
2. How do you put yourself on break?
3. Who can see the comments entered in the Hub? DMS agents.
4. Provide the basic rules for entering the demographics into the contact record:
5. What does the Pencil Icon allow you to do?
6. What is the difference between the App Bar and the Navigation Bar?
7. What color does the Hold call option turn when you place a caller on hold?
Note: Guidance Centers may also be referred to as Humana Neighborhood Centers or Community Centers.
Answer Key

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Practice Record Protocol
Accessing Canvas Train
During training, you will be using a training version of Canvas referred to as Canvas Train. It is important to mention that at times the
training environment may be unstable. If you experience any system errors, let your leader know.
You can find Canvas Train by going through the windows search tool (lower left hand corner of your task bar
– type in Canvas Train).
• If you have any difficulty launching Canvas Train, see your manager
• Canvas does not require a login – once you click the icon Canvas should open
Don’t have the latest Version of Canvas Train? You can go into the App Shop or Software center to upgrade
to a more recent version of Canvas Train (.55 or .56). You can see this on top of the login screen or on the HUB screen in CANVAS (for
future reference).

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Practice Record Protocol
Important Note
For the activities and practice in Canvas Train, it is important that you are able to identify every record you create during training. To do this,
you will use a unique telephone number to identify each contact you create.
Your unique telephone number is the number 5 and your birthday (MMDDYY).
For example, if your birthday is 04/11/82, the telephone number you will use for all your practice exercises will be 504-1182.
Write down your unique telephone number: 5 __ __ - __ __ __ __

M M D D Y Y
You will use this number for every contact you create in the Canvas TRAIN environment. The area code for the telephone number may
change. The seven digits you will use for every exercise will remain the same. We will refer to the telephone number as (Area code) 5MM-
DDYY in the exercises, for example: (502) 5MM-DDYY. Use your number written above.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Practice Record Protocol continued
Important Note
The street address will always be 100 Your First and Last Name. If your name is Mary Stuart, you would always use 100 Mary
Stuart as the street address for all the practice contacts you create.
Canvas Train is only set-up to allow practice in the following zip codes:
40202
33633
33026
77025
60610
Due to the large number of users in Canvas Train, the system will be cleared every 2 weeks on a Friday evening.
This means that on Monday mornings you may enter the Canvas Training environment and find your contacts are no
longer available. In this case, you will need to recreate any contacts needed to complete the training exercises.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Practice Time!
Important Reminders Before You Begin
 When adding a record you will need to select a line of business (LOB). Select the Medicare LOB
When saving the contact, make sure you skip
verification in Canvas Train. The address you will be
adding does not exist and will not verify. Skip
verification is only to be used during Training.
 To close out of the record use the Customer

Service Quick Disposition.
 Give yourself a 5 for PTE and select the Set

Disposition button and No to the pop up to
close out that call.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Practice Time!
Create Contacts
Create the following contact records using the demographic information below. Be sure to use the protocol provided below including the
zip code.
Claude Monet Marie-Hortense Fiquet

Veteran 100 Your First & Last Name
100 Your First & Last Name Hollywood FL 33026
Tampa FL 33633 (813) 5MM-DDYY
(813) 5MM-DDYY mfiquet@email.com
cmonet@email.com Mailing Address: PO Box 222
Mark as DO NOT Call Tampa FL 33633
Eva Gonzales
100 Your First & Last Name
Louisville KY 40202
(813) 5MM-DDYY
Eva.gonzales@email.com

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Creating Contacts in Production
Reminders
Throughout these exercises, we will refer to “when you are in production”, by that, we mean when you have transitioned to live calls.
The following are important for when you are taking live calls:
COMPLIANCE:
For Medicare products, the following fields should NOT be filled out: Gender, Date of Birth and Marital status; they
are considered profiling and do not need to be identified in Canvas.
COMPLIANCE:
Do not enter any PO Box information in the Primary address section.
If the contact has a PO Box, it should only be entered in the mailing section.
IMPORTANT NOTE:
If the primary address and the mailing address are the same, you may select the same for mailing box at the
bottom. If they are different, you can select the mailing tab and enter in the mailing address.
Both primary and mailing address are required.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Reminders
IMPORTANT NOTE:
Remember, punctuation should not be used when entering address information.
IMPORTANT NOTE:
It is very important to not create duplicate records for the same customer (caller).
IMPORTANT NOTE:
You will be unable to open or create a record with a restricted telephone number.
COMPLIANCE:
Do not set appointments, seminars or complete enrollments for caller(s) from a restricted phone number
without prior approval from your Leader.
CURRENT COVERGE: Be sure to ask for permission to use the information they provide about their current
coverage using the verbiage located on the “add new contact screen”.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Avoid Creating Fictitious Contact Records
Some beneficiaries may be calling just looking for general information and refuse to provide any demographic information other than their
zip code. In these cases, you can search plan availability on Humana.com by using their zip code.
If after you have provided general information the caller is interested to hear more, they will be more comfortable to provide you their
information so you can either search or create their contact record. You should then politely explain that in order to continue you will need
additional information to create their record. Once you have created the record you can continue with the compliant plan presentation.
Agents should never enter fictitious demographic information in Canvas because doing so will create problems down the road.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Creating Contacts in Production continued
Avoid Creating Fictitious Contact Records continued
Pointers for entering prospect information:
• Ask the prospect for their full legal name as it

appears on their Medicare ID Card
• Verify the spelling of the prospect’s first and last
name
• Don’t use punctuation (i.e. no commas, dashes,
or periods). Instead, leave a space.
• Enter their zip code to have the city and state
autofill for you.
• Enter their primary phone number first and then
any additional phone numbers
• Watch for typos – double check what you type!
• Be sure to ask for permission to use the
information they provide about their current
coverage. You will see the question located on
the add a new contact screen. This is not a
required field and they have the right to say No.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Scheduling Appointments
Practice Time!
Schedule appointments for the following contact records using the demographic information below. Be sure to use the protocol provided
below including the zip code.
Arthur Herbert Fonzarelli Fred G. Sanford

Veteran 100 Your First & Last Name, Tampa FL 33633
100 Your First & Last Name (813) 5MM-DDYY
Chicago IL 60610 fsanford@email.com
(813) 5MM-DDYY Mailing Address: PO Box 555 Tampa FL 33633
fonzi@email.com
DO NOT Call on Cell
• Calling for himself
• Calling for himself • Interested in an MAPD plan
• Interested in an MAPD plan • Will meet with an agent, but does not want the agent to go to their home.
• Has Part A and B Schedule appoint elsewhere, for example Starbucks.
• The address is his permanent address • Has Part A and B
• He is not a Humana member • The address is his permanent address
• He makes his own healthcare decisions; does not have any • He is not a Humana member
coverage through an employer, job or retirement, NO ESRD, • He makes his own healthcare decisions; do not have any coverage through an
and No Medicaid or LIS employer, job or retirement, NO ESRD, and No Medicaid or LIS

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas wrap up
Let’s wrap this section up – Check out this video.
Jot down your unanswered questions and talk to your leader, or feel free to post them to our Crossover Agent Training Yammer Group.
Keep practicing and continue on to the next topic.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Dalgona Whipped Coffee

• 2 TBSP Instant Coffee (it has to be instant coffee)
• 2 TBSP of sugar
• 2 TBSP of hot water
• Put in bowl and mix with a hand mixer until it's nice
and whipped. Should have a nice light brown color
• Put ice in a cup and fill 3/4 with milk and top with
the whipped coffee mixture.
• Stir and enjoy

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
MAPD Telephonic Enrollment/FastApp

MAPD Telephonic Enrollment / FastApp Overview

This lesson is designed to provide you with everything you need to know to complete an electronic enrollment via FastApp. As a Career Field
agent, you may already know how to use FastApp. FastApp has been around for several years as the electronic enrollment platform used with
telesales calls and Canvas. FastApp has several signature types, a few specific to telesales. Please take special note of the “signature method”
section of this training, especially if you’ve used FastApp as a Career Field Agent.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
MAPD Telephonic Enrollment/FastApp

FastApp
What is FastApp?
FastApp is an electronic enrollment tool. You can complete your enrollments in less time and with less paper work. It is easy, quick and secure.
FastApp also has built in compliance checks to help keep you compliant.
NOTE: When taking inbound and outbound calls as a Career Field Telesales Crossover agent using Telesales tools you will access FastApp via
Canvas rather than Vantage.
Please review the following videos and job aids to learn how to complete a MA/MAPD/PDP Telephonic Enrollment via FastApp.
Begin With the End in Mind

TRN-REF-853a: FastApp Overview Video This short video will provide a general overview of a telesales enrollment
starting with Canvas.
The below lessons will provide more detail when accessing and using the
FastApp tool.
Reminder: When on a Telesales call you’ll access FastApp via Canvas. Additionally when using Canvas we no longer use the call flow, available
plan, or the compliance checklist features.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
MAPD Telephonic Enrollment/FastApp Continued

FastApp continued
How to Access FastApp
TRN-REF-851t: How to Access FastApp This job aid will demonstrate how to access FastApp based on agent type.
TRN-853f: How to Access FastApp Video This 2-minute video will demonstrate how to access FastApp following the
steps in the above job aid.
Signature Methods
The applicant will sign the application as part of the enrollment process. You will select a signature option within FastApp when processing the
enrollment. There are several signature options available. The applicant may choose the signature option that suits them. Not all agents use
each signature option.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Signature Methods
Signature Types Agent Type

Telephonic Signature (T-Sig) Telesales Agents (Field in special
situations)
Digital Signature Field Agents
Electronic Signature (E-Sig) All Agents
Wet Signature Telesales Agents
We must inform the beneficiary of all available signature methods available (by agent type). We would encourage them to select the
signature method most convenient and efficient.
Signature method hierarchy:
• Telephonic Signature is the priority option in most instances.
• Signature method priority may depend upon campaign, selling season and business needs.
NOTE: DMS does not currently use the IVR T-SIG. They use the traditional T-Sig.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Signature Methods continued
The below job aids and videos provide guidance on each Telesales signature method.
DMS-216: DMS Enrollment Signature Options This job aid provides an overview of all signature types for a
Telesales agent.
TRN-REF-851x: Telephonic Signature enrollment (T-Sig) This job aid will demonstrate how to complete a Traditional
Telephonic signature using FastApp.
TRN-REF-853j: Traditional T-signature Video This short video will demonstrate how to complete a PDP
Telephonic signature using FastApp.
TRN-REF-851y: Electronic Signature enrollment Process This job aid will review the steps an agent will take to
complete and send an E-sig enrollment using FastApp.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Signature Methods continued
The below job aids and videos provide guidance on each Telesales signature method.
TRN-REF-851p: Electronic Signature Applicant Process This job aid will review the steps the applicant will take to complete
and submit the E-sig enrollment via the E-Sig email sent from
FastApp.
TRN-REF-218: ESIG Enrollment Instructions This job aid provides an overview of the E-signature process
including compliance guidance for Telesales agents.
TRN-REF-851s: Wet Signature process This job aid will demonstrate how to complete a wet signature using
FastApp.
#rightclick

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
How to Complete a Medicare Advantage Plan Enrollment (MA/MAPD)
TRN-REF-851a: How to Complete an MA/MAPD Plan Enrollment This job aid will provide the necessary steps to
complete a MA/MAPD plan enrollment using
FastApp.
TRN-REF-851b: MA/MAPD FastApp Enrollment Sections This job aid reviews the FastApp MAPD
enrollment form sections in more detail.
TRN-REF-851l: FastApp PCP Selection This job aid will provide the steps and guidance
needed to select a primary care provider during
the FastApp enrollment process.
TRN-REF-853c: How to Complete an MA/MAPD Plan Enrollment This 13-minute video will demonstrate how to
E-Sig Video complete an MAPD enrollment using FastApp
following the steps in the above job aid.
How to Complete a Prescription Drug Plan Enrollment (PDP)
TRN-REF-851c: How to Complete a PDP Plan Enrollment This job aid will demonstrate how to complete
a PDP enrollment using FastApp.
TRN-REF-851d: PDP FastApp Enrollment Sections This job aid reviews the FastApp PDP

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
How to Complete a Prescription Drug Plan Enrollment (MA/MAPD/PDP/OSB)
TRN-REF-851e: How to Complete an OSB Plan Enrollment This job aid will provide the necessary steps to
complete an Optional Supplemental Benefits (OSB)
Add On enrollment using FastApp.
TRN-REF-851f: OSB FastApp Enrollment Sections This job aid reviews the FastApp OSB Add-On
TRN-REF-853h: How to Complete an OSB Plan Enrollment Video This short video will demonstrate how to complete an
OSB Add-On enrollment using FastApp following the
steps in the above job aid.
Forms
TRN-REF-724a: FastApp PHI Form Job Aid The purpose of this job aid is to provide guidance for
the Personal Health Information (PHI) consent form
with in FastApp. This form allows a member to
assign an authorized person or organization to have
access to their personal claims, coverage and benefit
information.
TRN-REF-872: FastApp PHI Form Video The purpose of this short video is to demonstrate
how to complete the Personal Health Information
(PHI) consent form with in FastApp.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Search Application Statuses
TRN-REF-851m: How to Save an Application This job aid will provide the steps necessary to save an
application in FastApp.
TRN-REF-851o: How to Search for Applications This job aid will provide the steps necessary to search
application statuses.
TRN-REF-851n: How to View or Edit an Application This job aid will provide the necessary steps to view and or
edit an application.
TRN-REF-851q: How to Unlock an E-signature This job aid provides the steps necessary to unlock a
locked E-Signature application for an applicant.
TRN-REF-853i: How to Search Application Statuses Video This 4-minute video will demonstrate how to search for
applications, view and/or edit an application following the
steps in the above job aids.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Practice
Time to practice enrollment in FastApp. To complete the FastApp practice exercises you will be given time to go out to the QA site on your
own and get the feel for how the application flows. Use the time and get comfortable with the application. We are asking you to:
• Complete the application to the very end

• Read the questions aloud!
• While practicing you’ll use the FastApp training link provided in TRN-REF-700: FastApp Test Link Job aid
• The FastApp Link in Canvas Train may not function – please use the job aid above when practicing a Telesales FastApp T-Sig
enrollment
LEARNING ACTIVITY:
Use TRN-REF-700: FastApp Test Link Job aid to access the FastApp training environment.
Note: You can use the FastApp tile in Canvas Train however, T-Sig will not show because
Verint is not recording while you practice. Use the job aid listed here to practice T-Sigs.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Practice continued
Practice Time: 1
Mr. Melville is a new mover-new address is located on the driver’s license below.
• He is interested in the HumanaChoice PPO plan and makes his own healthcare
decisions.
• He does not have ESRD, no group insurance, no extra help and only has Medicare Part A
& B right now. He does not have a spouse and prefers English.
• His email is Heman@test.com.
• He does not have an emergency contact and prefers to get all of his documents online if
possible.
• His PCP is Balakrishna, Padmapriya MD 250 E Liberty St Ste 410 Louisville, KY 40202
Jefferson (502) 214 – 8106.
• He does not have a cell phone.
• He wishes to complete the enrollment via E-Sig and would like to receive a Coupon Book
Application ID is:
• What are Mr. Melville’s next steps?

• How will you guide him?

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Practice continued
Practice Time: 2
Ms. Bronte is on LIS and state Medicaid and is interested in switching to the Humana Community
HMO SNP-DE H1036-235 plan.
• She makes her own healthcare decisions.

• She does not have ESRD, no group insurance, and only has Medicare Part A & B right now. She does not have a spouse and
prefers English (but Speaks Russian – you will need a translator).
• She has no email address
• Her PCP is Balakrishna, Padmapriya MD 250 E Liberty St Ste 410 Louisville, KY 40202 Jefferson
(502) 214 – 8106.
• Her phone number is her cell phone number and she does not like any solicitation.
• She does not wish to add a caregiver for consent of PHI
• She wishes to complete the enrollment via T-Sig and would like to have the premiums taken
from her Social Security check.
Application ID is:
• How will you complete this T-sig?

• What is special about it?
• What are Ms. Bronte’s next steps?
• How will you guide her?

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

FastApp continued
Practice continued
Practice Time: 3
Ms. Alcott is interested in enrolling in an HMO plan. She does not have a PCP. You can help her select one. She is also interested in dental.
• Louisville, KY 40202
• She makes her own healthcare decisions
• She does not have a spouse and prefers English
• She has no email address
• Her phone number is her cell phone number and she does not like any solicitation.
• She does not wish to add a caregiver for consent of PHI
• She wishes to complete the enrollment via T-Sig and would like to have the
premiums taken from her Social Security check
Application ID is:
• What are Ms. Alcott’s next steps?

• How will you guide her?

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Enrollment Steps for XOA Agent
1. Create record
2. Go to the Appointment tab and set lead or Sunday at 8:45PM.
a. IMPORTANT STEP- In order to pay the lead as supported you must create the lead first before doing the Telesales FastApp
enrollment in Canvas.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Canvas Enrollment Steps for XOA Agent continued
3. When the SOA verbiage Pops up –rather than reading what is in the Pop up –
please say the following and complete the SOA steps:
a. “Prior to moving into your enrollment, I am required to document what
product(s) we discussed today. To reiterate, today we reviewed [mark
applicable products discussed], is that correct Mr/Ms. [name]?
b. Select the appropriate product(s) and Continue
4. Add comments in the Appointment comment box – XOA Lead assign to (agent
name)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

5. Complete the enrollment in FastApp via Canvas

a. If the caller is not willing to do the enrollment telephonically, then the agent should set a lead via canvas and then use the
normal process for enrollment (E-Hub). Again, as long as the lead was created before or the day of the enrollment, the sale
will be correctly marked as supported.
6. Disposition the phone call in Canvas
a. It will auto-disposition, but it is a step that must be competed to save.
b. You’ll see TWO auto-dispositions, one for the lead and one for the enrollment – this will also help identify the process has
been completed correctly.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

7. Notify manager to assign the lead to them

a. Appointment Comments – as seen above step 4
b. Send your manager or support staff handling leads an email, in addition to the appointment comment, letting them know of
the XOA lead –enrollment completed.
8. Manager assigns lead to the XOA who created the lead.
9. Once the agent is assigned the lead the agent needs to disposition the lead as SOLD in Connection Hub
a. Assumes a telephonic enrollment was completed during the Canvas Phone Call.
IMPORTANT: Follow these steps exactly for a supported lead enrollment.
Keep practicing – Now that you have the Enrollment steps down – practice using Canvas and completing
the enrollment using the 9 steps provided.
• Add a record in Canvas using the same demographic rules on page 80 -81, you can create a name for the prospect.
• Assume the prospect would like to enroll, complete the process in Canvas using the lead tile and the FastApp tile as indicated in the
above steps.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Wrap-Up
Now that you have had a chance to practice FastApp, what questions do you have? If you have any outstanding
questions feel free to post them to our Crossover Agent Training Yammer Group.
Check with your peers and check in with your leader. This is a great time to have a group huddle and talk through any
questions you may have with your team.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Avaya One-x Agent

Avaya One-x Overview

This lesson will provide instructions for using the Avaya One-x agent app with Canvas. What is Avaya One-X?
Avaya one-X Agent is an integrated telephony softphone solution for agents in contact centers. It provides seamless connectivity to at-home
agents, remote agents, out-sourced agents, contact center agents, and agents interacting with clients with speech and hearing impairments.
Instead of using a regular phone you’ll use this softphone app that syncs with Canvas. Together you can take and make calls.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Avaya One-X Agent Continued

Screen shots for setting up your Avaya one-X Agent softphone
Review the following job aid: Wait for your Avaya ID/ext. to set up your Avaya One X – You can review the job aid and return to configure Avaya
One X once you’ve received your ID/etx.
DMS-298-Canvas - Avaya one-X configuration and Troubleshooting Telephony Errors
Please Note: The referenced software in the above job aid =Net 3.5 does not need to be installed. This is already installed.
Wrap-Up
• Restart Avaya after any updates have been made.
• The above steps only need to be done once and you should never have to worry about them again.
Now that you have had a chance view how this app works, what questions do you have? If you have any outstanding questions feel free to
post them to our Crossover Agent Training Yammer Group.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Knowledge Center (TKC)

Telesales Knowledge Center (TKC) Overview

In this lesson, you will learn how to access all of the telesales job aids and training resources with a click. The Telesales Knowledge Center is a
SharePoint Site connected to Mentor. Essentially, it’s a room within Mentor made specifically for Telesales, making it easy to access telesales
related resources.
This library of knowledge is very large but laid out in a very user friendly way. DMS call centers operate very quickly so having access to
information at your fingertips is very important. Keep in mind there is more in this library than you will need to use.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Telesales Knowledge Center (TKC)

Getting started
You are learning a lot and you can’t be expected to remember it all! A great tool available to you is the Telesales Knowledge Center (TKC).
The TKC is a repository for much of the training material you will be learning during certification training. The TKC is your one stop shop for job
aids, scripts, guidelines etc. You will continue to use these resources after training as well. It is also the home of what we call Rep Comms. When
alerts need to go out to all call center the management team will send out a communication. You will get the communication in your email AND
it will also be housed on the TKC in the Rep Comm tab. Go/TKC
Click this job aid to learn all about the TKC and how to use it: TRN-REF-168a: Telesales Knowledge Center Learning Guide.
#rightclick

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Training & Compliance Attestation

HMU Training & Compliance Resource Review and Attestations
You’ve completed the Online Self-Study section 2 of this training program. Please return to the HMU course outline and complete the
Compliance and attestation statements.
Please do not complete the attestations within WOW and Nesting until you get to those phases of training.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 2 Online Self-study Summary

In this section, you were able to:
• Use the appropriate resources and scripting for a Telesales Guidance →

compliant telephonic enrollment call
• Identify which disclosures you must read when doing the
Call Compliance and Scripting →
plan presentation for a telephonic enrollment
• Complete the plan presentation compliantly and
accurately following the plan presentation process Direct Marketing Telesales Sample Calls →
• Listen to sample DMS Telesales calls
• Review specific inbound and outbound campaign call
Inbound & Outbound Campaign Guidance →
requirements
• Use Canvas to search for or create a contact record,
schedule leads, and accurately disposition a record in Canvas Overview and Lead Generation →
Canvas after completing an enrollment
• Complete a compliant MA/MAPD/PDP enrollment via
Telephonic Enrollment & Signature Types →
FastApp
• Locate a Summary of Benefits (SB) or Evidence of
Coverage (EOC) Avaya One-x Agent →
• Review the use of the Avaya One-x soft phone
• Access and use the TKC Telesales Knowledge Center TKC →
• Training & Compliance Attestations in HMU

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Puzzle #2
Answer Key

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 3
Putting It All
Together/ WOW
Introduction →
QA Forms →
Role Play Inbound & Mock Evaluation →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Introduction
Section 3 Putting It All Together/WOW
Putting It All Together / World of Work (WOW) Overview

It’s time to put everything together and practice. Now that you know the call process with scripting and the tools like Canvas and FastApp, it’s
time to practice with each other, merging yourself into your new world of work.
Take a few minutes to listen to the recorded introduction webinar for this lesson. We’ll provide you the resources you need and you’ll learn
best practices for practicing with each other.
View this video

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Introduction
Telesales Work at Home Expectations
As a work at home telesales associate using Canvas there are a few expectations and guidelines to be aware of.
Computer and Phone Usage
• Review Internet policy, emphasizing common sense approach. Share

anecdotes (forwarding or replying with history to an off-color joke,
keeping up a site where a ticker is constantly running, abbreviated
words still flagged, etc.) – applies to Instant Message as well.
• Cell phones turned off and stored away during your work hours– ok to
make calls, etc. during breaks and lunch. Explain reasoning – eliminate
distractions when working as well as threat to PHI due to phone
cameras, etc. PHI = PERSONAL HEALTH INFORMATION; something
you’ll learn more about in the coming weeks. As a licensed agent and
representative of Humana you are absolutely required to guard this
information fiercely.
• Also be aware that you can make/receive personal phone calls on
Humana phones, but the call will be recorded on a digital recording
system called “Verint” which records all phone conversations. Primary
intent is to use calls for coaching, agent evaluation and digital record of
conversation in case a consumer ever claims we said or did something they didn’t understand. But Verint has no way of knowing
what is a business call and what is personal call – so all calls are recorded.
• If a system issues arises (with the phone or computer) which prevents you from doing your job effectively, you are required to report
this to your leader (or if they are not available, any leader) immediately.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Introduction continued
Telesales Work at Home Expectations continued
Protecting PHI - Reminder

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Training & Quality

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Ready for Work!

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Thrive Together & Stay Connected!

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Tips and Responsibilities

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Practice Expectations
During this lesson, you’ll need to partner up with a peer and practice both an inbound campaign call script and an outbound call script. Be sure
each of you get a chance to practice as the telesales agent for both IB & OB. Once you are done practicing you’ll complete a mock evaluation
with your manager for both IB and OB. Practice makes perfect!
If you have any questions during your practices check in with your leader or post it out on Buzz.
During your practice, take notes, ask questions if needed and provide each other feedback. See the next two sections for more details,
scenarios and resources you can use while you practice.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
QA Forms
QA Forms Overview
There are a couple quality assurance forms to review is section:

• NA-61: Definition and Insights IB&OB Non CMS regulated product
The Definition and Insights documents review the guidelines for:
1. Compliance
2. Business Process
3. Sales
Review the CAP guidelines
• NA-62: CAP Guidelines for Telesales Evals July 2019
Use this document to evaluate your calls while you practice
• NA-64: LIVE DOCs CMS and Non CMS Reg Form

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Role Play Inbound & Mock Evaluation

Role Play Inbound Overview

This lesson is designed to provide you with guidance and resources for your inbound role-play and mock evaluation. Take a few minutes to
review this section before you start practicing. Ensure you have all of your resources ready; script out, Inbound scenarios accessible, and have
the QA form handy to use if needed as a guide and if you are pretending to be the beneficiary use the QA form to help evaluate your partner.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Role Play Inbound & Mock Evaluation

Role Play Guidance
It’s time for practice! You’ll use the telesales call process and the telesales tools - Canvas and FastApp from Canvas.
There are several practice scenarios for leads and enrollments in TRN-REF-249c: WOW Role Plays. Use as needed to practice with your
peers and your manager.
This is a great time to have a team huddle, talk about what you’ll need, partner up and start practicing. When you are ready to take your
inbound mock evaluation let your manager know. You’ll complete your inbound mock evaluation first, take some live inbound calls in a
virtual supported group setting. After taking some live IB calls you then turn to OB, learning the outbound call processes and scripting.
After you’ve learned and practiced the OB scripting you’ll take your OB mock evaluation and take live OB calls in a virtual supported group
setting.
• When it is time to do your inbound mock evaluation you’ll use TRN-REF-1165 DMS Mock Call Certification Scenario - Inbound
• Use this document to evaluate your calls while you practice NA-64: LIVE DOCs CMS and Non CMS Reg Form

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Role Play Inbound & Mock Evaluation continued

Partner Feedback
Once you and your practice partner have had a chance to role play provide feedback.
1. What “opening” did the Agent use?
2. What “closing” did the Agent use?
3. Was the right script and disclosures used?
4. Which resources did the Agent use? (i.e. FastApp, Canvas, Telesales Knowledge Center (TKC), Humana.com, Other Websites, Pharmacy
Calculator, Finder a Doctor, etc.)
5. What new information, techniques, or tips did you learn while observing?
6. How did the agent is incorporating the following Sales Techniques into their presentation:
• Building Rapport
• NEADS Analysis
• Probing Questions
• Features to Benefits
• Consultative Selling
• Objections and Rebuttals/Closing
• Cross-selling

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Role Play Inbound & Mock Resources

Evaluation
• TRN-REF-1165: DMS Mock Call Certification Scenario -
Inbound
• TRN-REF-249c: WOW Role Plays

IB Mock Evaluation • NA-60: Definition and Insights IB&OB CMS Regulated
Product 2019
It’s time to get your mock evaluation done. Work with your leader to
• NA-61: Definition and Insights IB&OB Non CMS
complete your inbound call mock evaluation. Your leader will use the forms
regulated product
you’ve reviewed in this section.
Here are the main job aids to refer to while you practice and take your Mock
IB Eval
• TRN-REF-325: Medicare Road to the Sale

• TRN-REF-181a: Medicare Telephonic Enrollment Steps & Benefit
• DMS-044a: All Scripts and Voicelogs Internal Resource Guide
HMU IB Evaluation Attestations

Congratulations on completing the practice and mock evaluation section of this training program. Please return to the HMU course outline and
complete the IB mock call evaluations attestation statements.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 3 Putting It All Together Summary

Introduction →
QA Forms →
Role Play Inbound & Mock Evaluation →
Congratulations! You are ready for the Nesting phase of training. Time to transition to taking live calls.
We will have a Wrap-Up webinar before you start Nesting. Be sure to look for an Outlook WebEx email invite.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 4
Nesting/On the
Job Training
Introduction →
QA Presentation →
Introduction to Workforce Management →
Live Inbound Calls →
Outbound Blend Training & Mock Evaluation →
Live Outbound Calls →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Introduction
Section 4 Nesting / On the Job Training
Introduction
It’s time to take live inbound calls. You will work with your class to take live inbound calls in a virtual group session.
You’ll take live calls and debrief as a group to share your experiences and work through any issues and questions you have.
After you have taken several inbound calls you will review the outbound call campaign process, practice and complete a mock evaluation.
Once you are done with your OB mock evaluation you’ll take OB calls in a virtual group session with the support of your leader.
You will receive a webinar invite to wrap up training and get you started with taking live calls.
Jot down your unanswered questions and bring them with you to the webinar, or feel free to post them to our Crossover Agent Training
Yammer Group.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
QA Presentation & Intro to WFM

QA Presentation and Intro to WFM Overview

This lesson provides additional information about our Quality and Workforce Management teams. You will be able to join webinars or
small group huddles with guest Speakers from QA and from WFM.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 4 Nesting/On the Job Training
QA Presentation
Quality Assurance
Review the following presentation in HMU and discuss with your team and leader. Click HERE

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Introduction to Workforce Management

Introduction to Workforce Management (WFM)
Review the following presentation in and discuss with your team and leader. As a crossover agent, you are still exempt so the slides
regarding absences applies different to an exempt employee. Additionally as an exempt associate, you can only spend 15 hours a
week on Telesales calls. During this time you will be scheduled by WFM. The introduction presentation will introduce the WFM team
and what they do.
Click HERE to view the presentation.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Live Inbound Calls

Taking Live Calls

Now it’s ShowTime!
If the inbound call volume is low and you have time, you can start the outbound call campaign training found in the next section.
Once you are done with your OB mock evaluation you’ll take OB calls in a virtual group session with the support of your leader.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Live Inbound Calls

Debrief
It’s time to reflect on your calls and share with your team.
1. How did your live calls go?
2. What issues did you have?
3. What kind of calls did you get?
4. Any enrollments or leads?

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Outbound Blend Training

Outbound Blend Training Overview

This lesson is designed to:
• Review the outbound scripting requirements

• Review how the go/bold site and complete blend call training
.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Outbound Blend Training

Outbound Scripting Requirements
Just as an inbound call has compliance requirements, outbound calls have compliance requirements that must be adhered to.
For all outbound calls you must state:
• Your first and last name
• Company name
• The company phone number
• That you are calling on a recorded line
• Unless initiated by customer, agents are prohibited from discussing CMS regulated products during an outbound call with non-
members
Please review the DMS-033: Outbound Call Requirements job aid for additional state and product OB call requirements.
Blended Calls Go/Bold Training

The purpose of this site is to provide a one-stop location where you will acquire the skills and
information needed to complete Telesales outbound calling.
An outbound call is a call initiated from a call center agent to a customer, typically for sales,
verification, informational, or updating reasons.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Outbound Blend Training continued

Blended Calls Go/Bold Training continued
Systems and Processes
When handled correctly, outbound calls can result in a great member experience due to offering unexpected value, as well as driving high
conversion and high closing rates. If not handled correctly the outbound call can create a negative member experience, as well as
compliance and lead quality concerns. For these reasons, it is imperative that you are familiar with the system, processes, and
compliance requirements and aspects of completing outbound calls.
Click here to view the presentation on outbound Systems and Processes

Click here to view the presentation on outbound Compliance Regulations
Click here to view the presentation on outbound Calling Skills

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Outbound Blend Training continued

Blended Calls Go/Bold Training continued
To complete your outbound blend training go to go/bold. Review each section.
When you get to the Campaign training section focus on the AEP training page.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Role Play Outbound & Mock Evaluation

Role Play Outbound Overview

This lesson is designed to provide you with guidance and resources for your outbound role-play and mock evaluation. Take a few
minutes to review this section before you start practicing. Ensure you have all of your resources ready; script out, outbound scenarios
accessible, and have the QA form handy to use if needed as a guide and if you are pretending to be the beneficiary use the QA form to
help evaluate your partner.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 4 Nesting/On The Job Training

Role Play Guidance
It’s time for practice! You’ll use the telesales call process and the telesales tools - Canvas and FastApp from Canvas.
There are several practice scenarios for leads and enrollments in TRN-REF-249c: WOW Role Plays. Use as needed to practice with
your peers and your manager.
This is a great time to have a team huddle, talk about what you’ll need, partner up and start practicing. When you are ready to take
your outbound mock evaluation let your manager know. You’ll complete your OB mock evaluation and take live OB calls in a virtual
supported group setting.
• When it is time to do you outbound mock evaluation you’ll use TRN-REF-1165a Outbound Mock Call Certification
• Use this document to evaluate your calls while you practice NA-64: LIVE DOCs CMS and Non CMS Reg Form
A few more things to keep in mind when taking outbound calls:
• TRN-REF-772: Blend-Outbound Campaign Training - Outbound Skills

• DMS-033: Outbound Call Requirements

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Partner Feedback
Once you and your practice partner have had a chance to role play provide feedback.
1. What “opening” did the Agent use?
2. What “closing” did the Agent use?
3. Was the right script and disclosures used?
4. Which resources did the Agent use? (i.e. FastApp, Canvas, Telesales Knowledge Center (TKC), Humana.com, Other Websites,
Pharmacy Calculator, Finder a Doctor, etc.)
5. What new information, techniques, or tips did you learn while observing?
6. How did the agent is incorporating the following Sales Techniques into their presentation:
• Building Rapport
• NEADS Analysis
• Probing Questions
• Features to Benefits
• Consultative Selling
• Objections and Rebuttals/Closing
• Cross-selling

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Resources
Role Play Outbound & • TRN-REF-772: Blend-Outbound Campaign Training -
Mock Evaluation •
Outbound Skills
DMS-033: Outbound Call Requirements
• TRN-REF-1165a Outbound Mock Call Certification
OB Mock Evaluation
It’s time to get your mock evaluation done. Work with your 2019
leader to complete your outbound call mock evaluation. Your • NA-61: Definition and Insights IB&OB Non CMS regulated
leader will use the forms you’ve reviewed in this section. product
HMU OB Evaluation Attestations
Congratulations on completing the practice and mock evaluation section of this training program. Please return to the HMU course
outline and complete the OB mock call evaluations attestation statements.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Live Outbound Calls

Live Call Overview

It’s time to take live outbound calls. You will work with your class to take live outbound calls in a virtual group session.
You’ll take live calls and debrief as a group to share your experiences and work through any issues and questions you have.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Live Outbound Calls

Debrief
It’s time to reflect on your calls and share with your team.
1. How did your live calls go?
2. What issues did you have?
3. What kind of calls did you get?
4. Any enrollments or leads?

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 4 Nesting / OJT Summary

Introduction →
QA Presentation →
Introduction to Workforce Management →
Live Inbound Calls →
Outbound Blend Training & Mock Evaluation →
Live Outbound Calls →
Congratulations! You are done with Crossover Agent Training!

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5
Webinars
Welcome: Training Kick-Off →
Telesales Guidance and Tool Training Prep →
Canvas →
MAPD Telephonic Enrollment and FastApp →
Putting it All Together / WOW (2) →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Webinar Resources
Section 5 Webinars
Webinar Resources Overview

This section is designed to provide you and your leader with the resources used in any live or recorded webinar. This section may
come in in handy for you and your leader if you miss a live webinar or for the convenience to review webinar content at any time.
You can find information on these webinars:
• Welcome: Training Kick-Off

• Telesales Guidance and Tool Training Prep
• Canvas
• FastApp -MAPD Telephonic Enrollment
• Putting It All Together/WOW (Part 1 and 2)

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5 Webinars
Webinar Resources
Welcome: Training Kick-Off
During this live webinar we will welcome the group to Crossover agent training and review your training plan.
Key Points:
• Complete each line item of the Crossover Agent Course in HMU

• This training iPDF is one of the line items and contains the majority of the training content
• Wrap up the course by completing all of the attestation requirements for each section as applicable
• Attend webinar when invited via Outlook
• Attend group huddles
• Ask questions
• Your manager is your 1st line of support
PPT Presentation Agent Welcome and Kick-off Webinar

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5 Webinars
Webinar Resources continued

Telesales Guidance and Tool Training Prep
This is a recorded webinar/video. The purpose of this video is to help wrap this section up, summarizing what you have learned and
prepping you for tool training coming next.
Key Points:
• The telesales presentation process has some similarities and differences to make note of. There is a formal process to follow
however there are additional requirements like disclosures and specific scripting
• Prep for your tool training
Presentation Video Telesales Guidance Wrap-Up and Tool Prep

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5 Webinars

Canvas
This is a recorded webinar/video. The purpose of this video is to provide a short demo of Canvas.
Key Points:
• Canvas Demo
• Best Practices
Recorded Webinar Part 1 – The Basics– Click HERE
Recorded Webinar Part 2 – Appointments, Enrollments & Ending the call–

Click HERE

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5 Webinars

MAPD Telephonic Enrollment FastApp
This is a recorded webinar/video. The purpose of this video is to provide a short demo of FastApp / MAPD enrollment with a
telephonic signature.
Key Points:
• This short video will provide a general overview of a telesales enrollment starting with Canvas.
Presentation Video - TRN-REF-853a: FastApp Overview Video

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5 Webinars
Webinar Resources
Putting It All Together/WOW (Part 1 and 2)
Part 1 – Practice and Mock Eval Guidance
This is a recorded webinar/video. The purpose of this video is to provide guidance for practicing using your scripting, disclosures and
tools. As well this video will discuss your mock inbound evaluation and best practices.
• Presentation Video WOW Introduction and Instructions
Part 2 – Congratulations and What’s Next
This is a live webinar. It’s time to celebrate! You’ve completed your Inbound MAPD Telesales Training! WOOT! We will talk about
what’s next in the Nesting phase of your training. Be on the lookout for an Outlook WebEx invite.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 5
Webinars
Welcome: Training Kick-Off →
Telesales Guidance and Tool Training Prep →
Canvas →
MAPD Telephonic Enrollment and FastApp →
Putting it All Together / WOW (2) →
Congratulations! You are ready for the webinar phase of training.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 6
Support &
Resources
Support →
Resources →

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Section 6 Support and Resources
Support & Resources

Support
Continue to use your leader as your first line of help. In Telesales the agents do not use ASU. If you have a systems issue or need
assistance in any way check with your manager.
If you have any issues with any of the training lessons please contact MarketPOINT Training at MarketPOINTTraining@humana.com
If during training, you have training questions you can also use our Crossover Agent Yammer Group. Feel free to post your questions
here, this is a great place to share information and work as a group. Click on the link above and request to join.

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →
Support & Resources continued

Resources
You’ll find the resources you need by using the TKC. Go/TKC

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Answer Key
Canvas
1. What does LOB stand for? Line of Business
2. How do you put yourself on break? Using the Agent Status feature at the top of any screen
3. Who can see the comments entered in the Hub? DMS agents. These comments do not show in Connection Hub.
4. Provide the basic rules for entering the demographics into the contact record:
Must have a physical address, No punctuation, use all caps, do not enter profiling information such as DOB, gender. You should
confirm the address and if an additional phone number is given you can place in the mailing address box section.
5. What does the Pencil Icon allow you to do? Update fields (i.e. consumer’s demographics, update the call flow, update the SOA,
update the location of an appointment.)
6. What is the difference between the App Bar and the Navigation Bar? The App bar houses icons to features and the navigation
bar allows you to navigate to open canvas screens
7. What color does the Hold call option turn when you place a caller on hold? Red when on Hold – Green when not on Hold

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Answer Key continued
Take a Break Puzzle #1
1. Middle of the Road

2. See You Around
3. Lost in Space
4. Safety in Numbers
5. Hold on a Minute
6. Mass Confusion

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Answer Key
Take a Break Puzzle #2
1. Somewhere over the rainbow

2. X marks the spot
3. Put two and two together
4. Just right
5. I before E except after C
6. High Seas

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Take 10 for Yourself
Hi!
Take 10 minutes a day to care for your body, mind and spirit.
Have you Taken 10 today? Join us in our journey of becoming our best selves. The Take 10 for Yourself channel is
your resource for reminders and activities to help you take care of yourself by taking a well-being break of ten minutes or less each day.
Learn more at go/take10. Want to connect? Visit the Take 10 for Yourself Buzz group to post a question or share your Take 10 experience,
or send a message to Take10forYourself@Humana.com.
Brought to you by the Associate Health and Well-being team.
Chair Yoga
While this video is geared more towards seniors, it will also serve as a great stretch break while at the desk!

REVISED: 09/08/2020 | TRN-REF-1284
Main Menu →

Take 10 for Yourself continued
Stay Present through Meditation
Paying attention to your emotional health is important! Take 10 encourages you to take action today and check
out today’s meditation to calm the mind. It will be well worth your time!
Yoga at Your Desk
Loosen your muscles and relax by trying this 10-minute yoga routine – you can do it right at your desk!

REVISED: 09/08/2020 | TRN-REF-1284

TRN Ref 1284

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

TRN Ref 1284

Uploaded by

Copyright:

Available Formats

Career Field Agent

2) Online Self-study 5) Webinars

3) Putting It All Together/WOW 6) Support & Resources

Page 2 of 164 MarketPoint Retail Sales Learning and Development

This training material is

This training material is intended

Page 3 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan →

Begin with the End in Mind →

Page 4 of 164 MarketPoint Retail Sales Learning and Development

This short lesson will:

• Review what is DMS

Page 5 of 164 MarketPoint Retail Sales Learning and Development

Page 6 of 164 MarketPoint Retail Sales Learning and Development

Page 7 of 164 MarketPoint Retail Sales Learning and Development

What does this mean for you?

Page 8 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan

• Your training plan for the next couple of weeks

You may have a better experience using Chrome rather than IE

Page 9 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan

Page 10 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan continued

• Completing a telesales enrollment, or

Page 11 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan continued

Nesting and On the Job Assistance and Support

Page 12 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan continued

Webinar Topic Additional Information

Canvas Overview Webinar Recorded – Page 63 of this guide

FastApp MAPD Telesales Enrollment Webinar Recorded – Page 90 of this guide

Workforce Management Webinar Coming Soon

Page 13 of 164 MarketPoint Retail Sales Learning and Development

Your Training Plan continued

Call Compliance and Scripting

Listen to Sample Calls

Telesales Guidance and Tool Prep

Canvas Overview and Lead Generation

FastApp / MAPD Telephonic Enrollment/Signature

Avaya One-X Soft Phone

Telesales Knowledge Center

Compliance and Training Attestations in HMU

Page 14 of 164 MarketPoint Retail Sales Learning and Development

Begin with the End in Mind

You may have a better experience using Chrome rather than IE

Page 15 of 164 MarketPoint Retail Sales Learning and Development

Begin with the End in Mind

PDP Enrollment Call

This recording is a call that demonstrates a PDP enrollment.

TRN-REF-962S: World of Work (WOW) PDP Enrollment Call

Page 16 of 164 MarketPoint Retail Sales Learning and Development

Begin with the End in Mind continued

Page 17 of 164 MarketPoint Retail Sales Learning and Development

Section 1 Introduction Summary

Your Training Plan →

Begin with the End in Mind →

Page 18 of 164 MarketPoint Retail Sales Learning and Development

Call Compliance and Scripting →

Direct Marketing Telesales Sample Calls →

Inbound & Outbound Campaign Guidance →

Canvas Overview and Lead Generation →