Memorial Hermann
Ascend Agent Training
Training Goals
•
Become familiar with the Ascend Mobile
Application (AMA) and how it will serve your
work in the field.
Training Agenda
•
Agent Connect—Real-time Lead distribution
•
Scope of Appointment IVR
Agent Connect
Why Use Agent Connect?
•
Receive qualified leads in real-time via warm
transfer.
•
Be connected with a prospect who is ready to
consider and enroll in an insurance plan.
•
Leads are located in your area, making further
contact much easier.
•
Be more productive, cutting time out of the sales
cycle, increasing the number of prospects you can
see.
•
Be more responsive and build rapport faster with
shorter time between the phone call and
How Does It Work?
• Prospect receives
marketing and contacts call center
• Call center agent pre-qualifies the lead
• Prospect wants to meet with field agent
• Call center agent uses Agent Connect to
identify which agents are in prospect’s area and
“Available”
• Lead is warm transferred to field agent, call is
Availability - iPad
Availability Status:
ON: means you’re available to receive leads.
OFF: switches to OFF when you begin a meeting in AMA or are logged in more than 10 hours
Post-Meeting: Turn
Agent Connect Web - Smartphone
• NEW! Manage Agent Connect from your Smartphone
• Using the internet browser on your Smartphone, visit:
https://connect.ascendproject. com
• Login using your Ascend credentials
• Toggle your Agent Connect availability ON or OFF
Agent Connect: What to Expect
•
Ascend User Set-Up
o Correct Phone, Address
•
Availability Time Out
o Set at 10 hours
•
Agent Connect Lead information will
be auto-pushed to your Ascend App
•
Receiving Calls from the Call Center
o Phone number to receive Agent Connect Leads will be constant
o The call center phone number to
recognize warm lead call is 888-818-8508
…Save number in your phone!
Scope of Appointment
Scope of Appointment Process
• The Scope of Appointment Interactive Voice
Response (SOA-IVR) recording provides a proven, paperless process for a Medicare field agent and beneficiary to complete the scope of appointment within a matter of minutes.
1. The field agent dials the SOA IVR phone number toll free- 855-912-8628
local: 832-639-6293
2. The IVR guides the agent through the process,
Scope of Appointment Process
•
Once the field agent completes the IVR process,
a SOA ID number is given.
•
The field agent provides the SOA ID to the
beneficiary by either:
1) 3-way conference the beneficiary onto the SOA IVR line, or
Ascend Mobile Application
How AMA will Help You
Field Sales Agents
•
Goals
•
Success = good service
o Manage informationProtection from complaints
•
Avoid accusations of misrepresenting plans in
seminars and meetings
What is Ascend?
Parts of Ascend
•
Ascend Mobile Application (AMA) for iPad
•
Ascend Lead Management
Ascend Features and Benefits
•
Enhances your sales presentations
o
Sleek appearance and intuitive screen formats
o
Easy to navigate
o
Contains the resources you need:
•
benefit summaries, rate schedules,
comparison charts, videos, web links
o
Professional display that can be magnified for
easier visibility.
Ascend Features and Benefits
•
Delivers fresh leads via Agent Connect
o Real-time lead distribution has the capability to feed you warm leads while they’re still warm
•
Increases productivity and profitability
o Faster lead distributiono E-filed apps reduce administrative tasks
Ascend Features and Benefits
•
Provides a record of accountability
o Secure recording of your client interactions o Safeguards you against client complaints and
questions of non-compliance
•
Helps you better manage Leads
o Capture prospect informationo Track Lead Status
Ascend Mobile Application
Navigating AMA: A Guided Tour
Before Getting Started
•
Check the following settings on your iPad (using
iOS8):
1. Location Services: ON
2. Microphone setting: ON
3. Dictation Key: OFF
Location Services (iOS8)
Enable the Location Services on iOS8. Settings > Privacy >
Microphone Setting (iOS8)
Turn off otherwise it can cause recording to
stop.
On iPad 3, go to Settings/General/Keyboard/Dictation and turn off.
On iPad 4, go to Settings/General/Siri and turn off. *Note: Does not apply to iPad 2—function not there.
Allow Recording Upload Over Cellular
Enable uploading over cellular to upload recordings over 3G/4G/LTE. Settings > Ascend [Carrier] > Allow Recording Upload Over Cellular > Enable.
NOTE: Uploading recordings over
Downloading AMA
From your iPad, log in to Ascend Real-Time Manager (ARM):
https://www.arm.ascendproject.com
Enter Username and
Downloading AMA
Tap on Download and then ‘Install’ for Ascend
Ascend Mobile Application
Navigating Ascend
Navigating Ascend
3G, 4G or LTE signal shown here. Signal
Navigating Ascend
Battery icon:
Navigating Ascend
Current software
Navigating Ascend
Tap on field to bring up keyboard to enter
username and password.
Navigating Ascend
Enter Ascend email
Navigating Ascend
Navigating Ascend
Settings Leads
Upload meeting recordings Access Resources
Refresh Messages Access Messages
Name of agent logged in
Navigating Ascend
Availability Status:
ON: means you’re available to receive leads.
OFF: switches to OFF when you begin a meeting in AMA. Post-Meeting: Turn
Navigating Ascend
Navigating Ascend
Navigating Ascend
Navigating Ascend
You will be asked to confirm that you are ready to sign out.
Sign out:
Signing out will log you off of the Ascend
Navigating Ascend
Messages:
•Sent by administrator or manager.
•Marked with published and expiration date.
•Tap Next button to move to next Message, or
Navigating Ascend
Message Acknowledgement:
•Messages contain important and timely info.
Navigating Ascend
Resources:
• Accessed by tapping folder icon. •Access to documents, videos, web links as assigned by administrators. •Documents are Read-only.
Navigating Ascend
Delete a resource by swiping your finger across it. AMA will automatically
Navigating Ascend
Recordings:
•Click on icon to see list of
recordings you have to upload. •Limit on number of recordings that can be stored before you must upload.
•Once limit reached, you must upload before next meeting. •Uploading over a WiFi
Navigating Ascend
You can start a
meeting from Leads page here, or…
Navigating to Leads
Leads List
Tap here to search Leads
Adding a Lead
Tapping the ‘X’ exits the Lead without saving changes
When you are finished, Tap the ‘Checkmark’ to Save Tap on each field to enter
Changing Lead Status
Select a Lead Status
Deleting a Lead
Delete Lead:
•Swipe right to left and tap on ‘Delete’
•To remove ‘Delete’ button, swipe opposite direction
Navigating to Notes/Meetings
Swipe anywhere from right to left to
navigate to Notes and Meetings screen
Lead Source auto-populates
Actions Screen
Adding a Note
Making a Note
Double tap to raise keyboard and begin typing.
Reviewing a Note
Review note.
Double tap to edit.
Actions Screen
Review Meeting History
Review meeting history. This is not editable.
Starting a Meeting from Leads
Tap on Start
Meeting to begin.
Recording a Meeting
Recording Disclaimer:
Client Information screen
Tap on ‘Next’ to access online enrollment tool
Client Information: •First name, last
Navigating Ascend
Navigating Ascend
Navigating Ascend
Tap here to Start and follow the same process for Recording
Navigating Ascend
After tapping ‘Next’ your
organization’s online quoting and enrollment tool appears. •Review results.
•Refine search according to the prospect’s wants/needs.
Emailing a Resource
Tap envelope to email document
Fill out body of email. Note: A video cannot be emailed due to the large
Navigating a Video
Video controls
Play/Pause
Rewind Fast Forward
Volume Video Progress Bar
Navigating Ascend
Navigating Ascend
Navigating Ascend
Navigating Ascend
Navigating Ascend
Submitting an
Navigating Ascend
Navigating Ascend
Meeting Disposition:
Navigating Ascend
Navigating Ascend
End Meeting Confirmation:
Navigating Ascend
Special Meeting Dispositions
•
“No Show,” “Cancelled,” or “Rescheduled” all
indicate a scheduled meeting did not occur.
•
You can quickly skip through most of Ascend’s
meeting steps to select one of these
dispositions.
o Sign in as though a meeting was occurring.
o Tap “Do Not Agree” to the recording request question.
o On the Client Information screen, enter the client’s name, ZIP code, county, phone number. Tap on “NEXT” button
o On the quote engine screen tap “end meeting.”
o Tap the appropriate disposition code, either “No Show”,
“Cancelled” or “Rescheduled”
Special Meeting Dispositions
•
‘TEST MEETING’ disposition will be used
for training purposes.
•
Use this whenever you are conducting
Navigating Ascend
Upload the Recording:
•When connected to WiFi, tap on “Upload” arrow icon.
•Recording begins uploading. •In-progress bar will display upload process.
•“Completed” tag will appear when upload completes.
Navigating Ascend
Upload Warning:
•Remember: to protect data, there is a limit set on the number of recordings you can store.
•Warning message indicates reaching limit.
Navigating Ascend
Navigating Ascend
You will be asked to confirm that you are ready to sign out.
Sign out:
Signing out will log you off of the Ascend
Offline Meetings
•
When there is no WiFi or 3G/4G/LTE
available, conduct your meeting offline with
Ascend, keeping the following in mind:
o
You will be able to:
• Record the meeting.• Capture client information to allow you to move to the End Meeting screen.
• Set the disposition of the meeting.
• End the meeting which will end the Recording. • Access Messages and Resources that have been
Offline Meetings
You will NOT be able to:
• Access the enrollment tool or web links that require network connectivity.
• Access messages and resources that are not yet downloaded.
• Prepare and submit an enrollment application online. • Upload your meeting recording until you have
connectivity.
•
Offline enrollments:
• Fill out paper application and disposition “Application Submitted” in Ascend.
Downloading application updates
Tap on Download to
Downloading application updates
Ascend Real-Time Manager (ARM)
Enter Username and
Downloading application updates
Tap on Download and then ‘Install’ for Ascend
Agent ARM
Managing your Leads in ARM
• ARM is where you can download your AMA app and also where you can easily manage all your leads.
• We have learned how you can add, edit and delete leads in AMA and see the meetings you have had with a particular lead.
• In ARM, you can do all of these functions AND you can see ALL your Meetings that you have had with all your leads in one view.
• This lets you easily TRACK YOUR SALES!
Accessing ARM
From a PC or iPad, go to
https://arm.ascendproject.com and log in.
All Leads List
Under ‘Leads’ menu
option, select ‘All Leads’ or ‘Add a Lead’
This notification bar is received after saving changes to a Lead
Filtering Leads
Filter Leads by Name, Status, Source, County, State, Agent or Date Created
Tap on the funnel icon under a column; select a filtering
Show Deleted Leads
Check the box to view deleted Leads
Deleted leads are grayed out Click ‘Undelete’ to
Adding a Lead
Tap ‘Add Lead’ from the sub-menu bar
Amending an Existing Lead
Select an action from the drop down menu
Add a Lead Status here Tap ‘Apply Changes’ to save
Scroll down to view
Adding a Note
Tap ‘Add Note’ to create a new Note
Review Notes & Meeting History
View Lead info, Notes and Meeting History all in one location
Help
Success Stories from Your Peers
•
“Enrolling members
online has cut down on
the processing of my
applications by a
WEEK.
”
•
“I log into Ascend
every day. I really like
doing the online
enrollments because
it’s so much
faster
.”
•
“I am amazed at
how
fast
members are
getting their ID cards.”
•
“Using the iPad to do
online enrollments is
really easy, and Ascend
is very user-friendly.
Practice to Perfect
•
Tips for Success
–
Create good habits:
• Login at beginning of the day to check for messages and updates.
• Keep your iPad charged and ready for meetings. • Check your connectivity before you begin
Practice to Perfect
•
Tips for Success
– Practice integrating this great new application into your usual sales process.
– Practice opening Resources you need at the right time in your presentation, like videos or documents. – Practice making these visible to your prospect.
– Practice the flow of your presentation and using tools like emailing a document to prospect.
Training Review
•
Ascend will help you:
o
Sell!
• Streamline all the tools you need.
• Have up-to-date info always at your fingertips. • Enhance your sales presentation.
• Provides online enrollment efficiency.
o
Stay protected!
• Creates a record that protects you. • Reduces likelihood of errors and
misrepresentation.
Contact numbers
The Call Center number where your Agent Connect leads
come from: 888-818-8508
Scope of Appointment IVR number:
toll free- 855-912-8628 local: 832-639-6293 Available all hours
For Ascend Technical Assistance Only
Ascend Help Desk
Contact for help with tech problems in Ascend
During AEP: 7 days a week, 8am-8pm CST Outside of AEP: Monday – Friday, 9am–6pm CST
866-338-7772
