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Agents & Brokers Learning On Demand: Tools for Maximizing Marketplace Enrollments

Agents & Brokers Learning On Demand: Tools for Maximizing Marketplace Enrollments


♪ {Phone message pinging sound} {Betty} Wow, Bob, aren’t you Mr. Popular? Your phone is pinging like crazy! {Bob} Sorry, Betty. Ever since I updated my Find Local Help and Help On Demand settings, I’m getting a ton of requests for assistance from consumers. {Betty} Wait, “Find On Demand Local Help?” What is that? {Bob} Oh! You’re going to think this is so cool. It’s actually two separate tools – Help On Demand and Find Local Help. They connect consumers looking for help with Marketplace coverage with agents like us! {Betty} So it can help me meet new clients? I need to check this out, so I can catch up with Angela’s new client numbers! How do I get it set up? {Bob} Well, first you’ve got to sign into your MLMS profile on the CMS Enterprise Portal and select “Find Local Help and Help On Demand Options” from the dropdown menu. Then you’ll need to update your contact information selections to one of the “display contact information” options. In fact, I recommend using: “I would like all my contact information displayed for all states where I have a valid health license”, so you can get referrals in all your licensed states. {Betty} Awesome, so I can sign up for both in one place? Now I just need to remember my password! {Bob} Oh, geez, Betty. By updating your contact information in your MLMS profile, you’ll be displayed on Find Local Help, and on your way to signing up for Help On Demand. {Betty} Got it. So what else do I need to do to sign up for Help On Demand? {Bob} Have you done registration and training for the upcoming Open Enrollment? {Betty} Yes, but I’m not sure if I finished. {Bob} Check the Registration Completion List, which you can find on the Agent and Broker Resources webpage on the right sidebar. You’ll also find information about Help On Demand training on the same webpage. {Betty} Oh, there’s more training? {Bob} Yes, but it’s super helpful and only takes about 30 minutes to complete. At the end, you’ll provide your individual NPN, name, and email address to sign up. Then, you get an email to register for an account with BigWave Systems, which powers Help On Demand, and you’ll accept the Terms of Use. Bingo, bango, you’re done! {Angela} Bingo bang-what are you two talking about? Shouldn’t you be helping our clients right now? {Bob} I was just telling Betty how to sign up for Find Local Help and Help On Demand. I was about to tell her how Find Local Help uses geo-mapping to allow consumers to look for agents and brokers near them. People can view the information you provide on your MLMS profile to reach out directly for help. {Betty} Okay – so they can look me up and that’s the “on demand” part? {Angela} Not quite, Betty. We’ve been through this before! The “on demand” part refers to Help On Demand. Consumers on HealthCare.gov can use Help On Demand to request assistance immediately. Help On Demand then matches consumers with available, Marketplace-registered agents or brokers who are licensed in their state, like us! {Betty} How will I know someone needs my help? {Bob} When you’re matched with a consumer, Help On Demand sends a notification to your cell phone – and you have to act fast! You only have 15 minutes to respond, otherwise the consumer assistance request goes to a different agent or broker. If I have time to help, I accept the request right away on the app. Help On Demand then gives me the consumer’s contact info so I can reach out to them. Then I just give them a call within 30 minutes to help them enroll or answer other questions. If I’m busy, and I know I won’t be able to connect with the consumer for a few hours, I reject the request, so the consumer quickly gets the help they need from another agent or broker. {Betty} Okay… I see. Those were the alerts you were getting on your phone. How does this Help On Demand tool know when you’re available? {Angela} Help On Demand lets you specify the hours you’re available each day. Do you want to see what else is cool? Requests can be accepted using the BigWave Systems App so you can receive all the notifications on your phone! That way you can quickly “accept” and get the necessary information to contact the consumer. But, if you snooze you lose! After 15 minutes, the request gets directed to another agent or broker. {Bob} It’s best to receive notifications by text message or App notification, so you never miss a chance to help a new consumer! You can also customize your preferences to select only the states in which you’d like to receive these requests. Remember, this pulls from your MLMS profile setting so you can see all the states where you have a valid license. {Angela} Oh Bob, your always plugged into technology . . . {Betty} Bob, if you could choose, which tool do you prefer to use? {Bob} I actually like to use Help On Demand and Find Local Help together because consumers are using both. You know I’m new to the industry, so I need all the help I can get to build my book of business. {Betty} Me too, but I’m not really good with technology. {Angela} We know . . . but it’s not that difficult! {Bob} Here, let me show you. {phone pings} . . . right after I help this consumer. ♪

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