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Post AEP QNR 2024
Post AEP Questionnaire-All Employees
Which department did you work in during AEP
*
Medicare Advisor-Mostly AEP Reviews
Medicare Advisor-Mostly Roadmaps
Medicare Advisor-About 50-50 with RM and Reviews
Intake/PHS
Licensing/Other
How many AEPs have you done with HTA?
*
1st AEP with HTA
2nd AEP with HTA
3rd+ AEP with HTA
ALL EMPLOYEES–Please rate how well we did in each area (1=very poor, 5=perfect)
Client notes thorough in AB
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Clients answering calls/call connection
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
AEP/Plan Review Intake
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
New Client/Roadmap Intakes
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Application Statuses
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Dedicated PHS Team
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Ability to have lunch break
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Workload Evenly Distributed
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Preparedness (Training)
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Time Management-completing work in under 45 hours/week
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
% of clients that complained or had a hard time with QNR
*
Less than 5%
5-15%
15%-40%
40%-60%
60%-80%
Pretty much everyone
% of clients that complained or had a hard time with SOA
*
Less than 5%
5-15%
15%-40%
40%-60%
60%-80%
Pretty much everyone
% of clients that complained or had a hard time with Blue Button
*
Less than 5%
5-15%
15%-40%
40%-60%
60%-80%
Pretty much everyone
INTAKE/PHS-Please rate how well we did in each area (1=very poor, 5=perfect)
Queue System for Call Volume Distribution
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Queue System for Reduced hold times
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Scheduling (finding Reps who are qualified for Appointment)
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Logging Appts and Shopping Fields
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Zapier Integration with AgencyBloc
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
Medicare Advisors-Please rate how well we did in each area (1=very poor, 5=perfect)
Acuity Calendar for Breaks/Callbacks/Catch Up
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
State Licensing, Carrier Appts and Certifications-Ready to Sell
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
QNRs-Helpful for reduction in appt time?
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Asking Clients to watch MAPD videos before call
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
MAPD Shopping Process
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
MAPD Doctor Lookup and Plan Recommendations
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Management Reminders (pink boxes, updating fields, etc)
*
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
This yr vs last year?
*
Better
Worse
Same
Medicare Advisors- Please help us understand your appointments
% of AEP REVIEW appts that were completed in 1 appointment with no follow up call or 2nd appt needed – 1 PERSON
*
95%+
80%-95%
60%-80%
50%
20%-40%
Less than 20%
% of AEP REVIEW appts that were completed in 1 appointment with no follow up call or 2nd appt needed – 2 PERSON
*
95%+
80%-95%
60%-80%
50%
20%-40%
Less than 20%
Comments about appointment timing (did you feel it was better than last year? do you still think we need improvement? did it lower your stress levels? did you feel less rushed?)
Did you prefer ZOOM or Phone?
*
ZOOM
Phone
Do you think ZOOM calls were longer or shorter than PHONE?
*
ZOOM was a longer appointment
PHONE was a longer appointment
I didn't see much of a difference in appt length
Do you think ZOOM calls were more effective than PHONE?
*
ZOOM helped clients understand their plan better
PHONE was fine for understanding if I emailed clients the quotes and walked them through the tabs
PHONE verbally and sending out quotes after seemed to work out fine for me
I didn't really notice any difference between PHONE and ZOOM for client understanding
Approximately how often did you send ME quotes during the call and review over the phone with client?
*
95%+
80%-95%
60%-80%
50%
20%-40%
Less than 20%
What % of PDP SHOPPERS expressed interest in or asked about a plan we don’t sell?
*
Less than 5%
5-15%
15%-40%
40%-60%
60%-80%
Pretty much everyone
What % of MAPD SHOPPERS expressed interest in or asked about a plan we don’t sell?
*
Less than 5%
5-15%
15%-40%
40%-60%
60%-80%
Pretty much everyone
Overall- Name a few things we did really well this AEP
Overall- List a few places where we should focus on improvement for next AEP
Is there anything we did during AEP that we want to adopt for the “off season”?
If you are human, leave this field blank.
Submit
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