This course is mandatory for all Empower Brokerage Call Center agents. It is designed to go with the Agent Orientation class, also required, and the Leads Program Prerequisite class. These three classes will provide you with the information which will help you become successful in the call center.
| Module 1 | Call Center Agent Introduction | |
|---|---|---|
| Unit 1 | Unit 1 - New Employee Welcome (1:34) | |
| Module 2 | Call Center Agent Setup | |
| Unit 1 | Contracting (11:49) | |
| Unit 2 | LeadServ Overview (9:44) | |
| Unit 3 | Q-Prep (4:06) | |
| Module 3 | Call Center Agent Main Objectives | |
| Unit 1 | CCAT: Objective 2 - Place your Client (02:00) | |
| Unit 2 | CCAT: Objective 3 - Retain your Client (02:00) | |
| Unit 3 | Main Objectives Quiz (10:00) | |
| Module 4 | Tools for Success | |
| There are no units in this module. | ||
| Module 5 | Product Info | |
| Unit 1 | The Fact Finder (13:42) (Medicare) | |
| Unit 2 | Prescription Drug Plan Basics (15:13) | |
| Unit 3 | LEP/LIS/Premiums (8:51) | |
| Unit 4 | Quoting PDP (7:50) | |
| Unit 5 | Medicare Advantage Basics (11:37) | |
| Unit 6 | Quoting Medicare Advantage (11:49) | |
| Unit 7 | Medicare Supplement (15:06) | |
| Unit 8 | Affordable Care Act Plans (8:14) | |
| Unit 9 | ACA Fact Finder (3:55) | |
| Module 6 | Cross Selling to Maximize Impact | |
| Unit 1 | CCAT: Cross Selling (05:00) | |
| Unit 2 | AGILON (8:09) | |
| Module 7 | Handling Objections | |
| Unit 1 | CCAT: Objections - Important Lessons from the Past (13:51) | |
| Unit 2 | CCAT: Objections - Anticipating Resistance (30:00) | |
| Module 8 | Case Studies - Virtual Ride-along | |
| Unit 1 | CCAT: Case Study 1 - Sales Call (29:59) | |
| Unit 2 | CCAT: Case Study 1 - Enrollment (16:14) | |
| Unit 3 | CCAT: Case Study 1 - Commentary (5:35) | |
| Unit 4 | CCAT: Case Study 2 - Call (1:39:00) | |
| Unit 5 | CCAT: Case Study 2 - Commentary (1:59) | |
| Unit 6 | CCAT: Case Study 3 - Enrollment (21:30) | |
| Unit 7 | CCAT: Case Study 3 - Commentary (1:37) | |
| Unit 8 | CCAT: Case Study 4 - Call (51:39) | |
| Unit 9 | CCAT: Case Study 4 - Commentary (1:52) | |
| Unit 10 | CCAT: Case Study 5 - Initial Call (1:09:33) | |
| Unit 11 | CCAT: Case Study 5 - Commentary (2:35) | |
| Unit 12 | CCAT: Case Study 6 - LIS Application (31:48) | |
| Unit 13 | CCAT Case Study 6 - LIS Application Recap (8:53) | |
| Module 9 | Processing Applications & Enrollments | |
| Unit 1 | Submitting New Business | |
| Unit 2 | Good Guy Letters (6:30) | |
| Unit 3 | MAPD Enrollments - Aetna (12:55) | |
| Unit 4 | MAPD Enrollments - Cigna HealthSpring (9:12) | |
| Unit 5 | MAPD Enrollments - Humana (17:33) | |
| Unit 6 | ACA Enrollments - Health Sherpa | |
| Module 10 | Selling Medicare Year Round | |
| Unit 1 | Programs Overview (30:57) | |
| Unit 2 | LIS (20:10) | |
| Unit 3 | Dual Eligible (38:49) | |
| Unit 4 | Chronic C-SNP (23:02) | |
| Module 11 | Help & Support | |
| Unit 1 | CCAT: Getting Help (02:00) | |
| Unit 2 | CCAT: Providing Feedback (02:00) | |
| Module 12 | Call Center Agent Training Conclusion | |
| Unit 1 | DeWayne Long - Being a Good Salesperson (2:17:09) | |
| Unit 2 | DeWayne Long - Fact-Finder Final Thoughts (43:23) | |
| Unit 3 | CCAT: Words of Encouragement (01:46) | |