Getting Started with the Ascend Virtual Sales Office. Tools that will move you forward.

Transcription

1 Getting Started with the Ascend Virtual Sales Office Tools that will move you forward.

2 Table of Contents 1. What is Ascend? Glossary of Terms 4 3. Internet Connectivity Downloading & Trusting Ascend Scope of Appointment Rules & Use Using the Coventry Sales Process with Ascend Retrieving & Printing the Application Ascend Real Time Manager Training Resources Getting Help. 29 2

3 What is the Ascend VSO? A high-powered, professional tool Agents can utilize Ascend on both ios and Windows platforms Helps Agents keep track of prospects as a mini CRM Encompasses online quoting and application capabilities within an easy-to-follow workflow Ascend provides a suite of tools that integrate with each other to provide a great Agent & Prospect experience Puts more money in the Agent s pocket! 3

4 Quick Glossary! AMA (Ascend Mobile Application) the app on your ipad or program on your Windows device that you use to hold your meetings and enroll your prospects ARM (Ascend Real-Time Manager) the website where you download and update AMA. Also the place you can see and work with all of your prospect information in one area ALL places use the same credentials! 4

5 Where s the WiFi? If an Internet connection IS available: You can provide a full sales presentation You can use the quote and comparison tool for different plans You can enroll your prospect with the online tool Record and upload the recordings of the meetings Use the tool to it s fullest! If an Internet connection IS NOT available: You can STILL provide a full sales presentation to your prospect with all of the resources that are already downloaded in Ascend! You can STILL record your meeting Tips: Bring a paper application ALWAYS! Go buy a internet hot spot from your wireless carrier to tether your ipad or laptop to the web! 5

6 Downloading Ascend Web address: Arm.ascendproject.com Log in using your Ascend credentials Forgot your password? Just click the link! (Can only be reset by YOU using this link) 6

7 Choose your Tool 7

8 Trusting Ascend on ios 9 These are the steps to trust the Ascend app on ipads that are running ios 9. You will not need to follow these steps after initial download! Tap Settings Tap General on the left hand menu Tap Profile on the right hand menu Here is where you will find a list of apps that need to be trusted Look for the sub-heading Enterprise App Tap on the Developer that needs to be trusted Tap Trust Coventry You will be prompted to confirm the choice Select Trust Once you confirm the app will be trusted 8

9 Rules for the SOA Coventry/Aetna PAPER SOA procedure for electronic (Ascend) enrollments is as follows: Collect the Scope Of Appointment per CMS guidance. Retain the SOA for the CMS-required 10 years. Do NOT submit the SOA separately from the Ascend enrollment. Coventry/Aetna is required to audit our SOAs. We randomly select Ascend enrollments with missing SOAs. We then the broker for a copy of the missing SOA. The broker is given 72 hours (and complete instructions on how to complete the task) to get the copy and send it to us. Continue sending the SOA with all paper enrollment submissions. Coventry/Aetna Telephonic SOA procedure for electronic (Ascend) enrollments is as follows: Once you have completed the telephonic scope of appointment process and received your SOA ID#, enter that number into the opening Start Meeting screen within Ascend. The SOA ID# will automatically carry over to the SOA field found within the enrollment form 9

10 Telephonic Scope of Appointment How it works: Agent calls the hotline Agent follows the prompts & enters prospect information Agent is provided with an SOA ID number The Prospect calls into the same number on their own or can be assisted via 3-way calling by the agent Enters the SOA ID number The information provided by the agent is verified and the prospect will verbally attest to the meeting You re done! NOTE: if the prospect has completed the 2 nd step on their own, the agent Try it out! Toll Free:

11 Using the Coventry Sales Process with Ascend

12 Step 1: Preparation 1. Check to make sure you have enough battery charge left on ipad to conduct meeting(s). 2. Log in to AMA and check for the following: a. Password expiry message? If yes, follow process to reset password. b. Application update message? If yes, follow process to download latest version of AMA. c. Messages: Read messages and be sure to Acknowledge the messages that require this. d. Recordings: Tap on Recordings icon and check to make sure you have uploaded your recordings. Step 2: Introduction/Open 1. When seated with beneficiary, log in to AMA. 2. Start Meeting as soon as possible to begin recording. 3. Secure agreement to record the meeting (once you tap Agree recording begins). a. This is a compliance feature to support your sales efforts. b. This is not a requirement but a back-up for you. 4. Open any relevant documents on AMA to share with prospect. 12

13 Step 3: Fact Find 1. Fill out Client Information screen. 2. All of fact finding is conducted while recording. No additional actions are required of AMA during this step of the sales process. Step 4: Analyze the Facts 1. Go to AMA Documents and/or your plan website to see available plans and consider which plan(s) would best meet prospect s needs. Step 5: Handle Objections 1. Utilize any and all available documents to help address objections. Step 6: Present 1. Share benefits of plan from AMA documents and/or your website. 2. Use AMA to zoom in on key benefits/points of interest. 3. Utilize any available supporting documents to provide any additional information. 13

14 Step 7: Close 1. Utilize online enrollment application. 2. Keep the meeting open on AMA as long as you and prospect are continuing dialogue. Step 8: Follow Up and Documentation 1. Upload recording when you have Wi-Fi access. 3. End meeting and choose disposition (Remember that ending the meeting ends the recording. You can wait to do this until just after you have left the meeting place). 14

15 Application Retrieval & Printing

16 Application Retrieval To retrieve the enrollment form, post-submission, at a later date: Start another meeting in Ascend. When you re taken to the Compare Plans page, select Search Profiles from the top left of the four main tabs. You re given fields to search by. Enter something identifiable for that person (i.e, last name, etc.). The more info, the narrower the results. But be careful, more info also gives you more chances to mis-type and get back zero results. This is the only way to retrieve the completed enrollment form postsubmission. These remain available for 10 years. 16

17 Creating a PDF of the App On an ipad After submitting the enrollment and receiving a confirmation number, choose Print Application from the upper right of the confirmation screen. Selecting Print will actually create a PDF of the entire application, even if you re not connected to a printer. Hold down the Sleep/Wake button on the upper right corner of your ipad while quickly pressing the home button on the lower front/center (do not hold down the home button too long, this will cause a rest of your ipad to begin). If your volume is on you ll hear the camera s shutter sound and that will confirm you ve taken the picture. Caution, you may have to take two pictures to capture the entire enrollment form. When you take a screen shot on your ipad it saves each shot as a photo to the photo album within your ipad. You even have the ability to create an album within the album. For example, I have my ipad set-up so that if I take a picture of an enrollment form, the screen shot saves to an Enrollments photo album inside my ipad s photos section. 17

18 Creating a PDF of the App On a laptop After submitting the enrollment and receiving a confirmation number, choose Print Application from the upper right of the confirmation screen. Selecting Print will actually create a PDF of the entire application, even if you re not connected to a printer. Once the PDF is created, you can print/save/ . IF YOU RECEIVE A BLANK PAGE WHEN SELECTING PRINT Application Be sure to scroll through the pages and verify all pages are blank. If confirmed, select the SETTINGS icon (sprocket) in the upper right. THEN, select BROWSER SETTINGS. THEN, turn Default Browser to ON. 18

19 Agent Ascend Real-Time Manager (ARM) Access to Prospect Management from a PC or ipad

20 Managing your Leads in ARM Ascend Real-Time Manager (ARM) is where you download your ipad app and Windows version and is also where you can easily manage all your prospect information (leads). Functions in ARM Add Leads information Edit Leads information Delete/Recover Leads information Review Prospect sales cycle and progress This lets you easily TRACK YOUR SALES! 20

21 Accessing ARM Visit arm.ascendproject.com and log in. 21

22 All Leads View or Delete a Lead here 22

23 Filtering Leads Tap on the funnel icon under a column; select a filtering option to find leads quickly 23

24 Adding a Lead Add new prospect info, Tap Add Lead to save 24

25 Editing Leads Tap Apply Changes to save Select an action from the drop down menu Scroll down to view Notes & Meeting History 25

26 Review Notes & Meeting History View Lead info, Notes and Meeting History all in one location 26

27 Show Deleted Leads Check the box to view deleted Leads Click Restore to reactivate a Lead Deleted leads are grayed out 27

28 Ascend Training Resources Below are the links to the recordings of the 2016/2017 Aetna Ascend VSO webinars and slide decks for both ios and Windows version of the tool YouTube Recordings Slideshare Presentation Decks ipad deck: Windows deck: Ascend Help Desk or 28

29 Ascend Help Screen 29