As part of this transition, we will discontinue using the Guided Transfer Tool for this group, as our plan is to shift to the Universal Transfer Tool in the future. Hybrid agents will continue to use the Account Transfer to Division option when flexed to Enrollment and CCA roles. Below are resources for the rollout, including a training video, release notes for the tool, and the deployment timeline.
What does this mean for you?:
Instead of using the Guided Transfer Tool to get a client over to PH or LHA, you will use the Universal Transfer Tool. Each transfer option will populate once the required information has been entered into the popup box.
Below is a video walkthrough of the Updated Workflow for the tool.
Important Tool Configurations:
If a client is recognized as an existing Humana or CIGNA customer following a MARx consent capture or self-reported by the agent, they will be disqualified for a transfer to Healthcare Select. In this situation, the let-down script referring the client to visit PH online will be displayed. We will provide updates if there are any changes to this in the future.
Important Compliance Step:
Agents MUST ask the specialist question for compliance purposes. If they have discussed specialists already on the call, they don’t have to ask at the time of transfer but will need to provide a response.
Important LHA Qualification:
One of the most critical qualifiers for LHA pertains to the client's ability to do business which is mentioned in the following, "If we are able to find a policy for you, you do have an active bank account, debit, or credit card, right?” Please make sure you are correctly qualifying the client before transferring.
Please remember to clear your cache for these updates to take full effect, and if you have any questions, please reach out to your manager.