Last Year
My annual review letter and e-mail had the big call to action for them to call (not email, not text) for the review. My phone organization is excellent. The value in this was that 60% of the time we could do everything in one call - i.e., the review and the enrollment.
The welcome message on my phone system indicated that the call volume was high and that they are now "Logged and in queue" for a return call [this was important - they know that I will call back soonish] - they could leave a message but the call would be returned if I couldn't answer. They are now "in line."
For those who follow Cal Newport (Deep Work / World Without E-mail) - my goal here was to "minimize unscheduled back and forth messaging" and maximize actual communication without kicking the can down the road. i.e., on a simple phone call we can get done what would take 5 e-mails and more time. E-mails during AEP really are a time sucker compared to a quick review call - and an "AEP without E-mail" is effective and efficient.
They are less busy than we are and when I called back, usually, they answered, and we rocked and rolled and got things done.
Why call in rather than calendly? - The problem with Calendly and scheduled calls for reviews during AEP is lag time. Let's say we open up 15 minute blocks on Calendly and it fills up maybe 70% most days. Some calls take longer than 15. Other take less than 15. Some calls take prep time. Others don't. It really adds a lot of inefficiency with the phone - it's 2:30 and someone is schedule at 2:45 and 3:15 but you can't get a ton done between the "gaps" of 2:30-2:45 and 3:00-3:15....... you take a few minutes to prep for a call but sometimes you're too early or sometimes you're late because you had 4 booked 15 minutes in a row and it just happens. Kinda frustrating.
So, my thoughts (in hindsight) on having them call in....It worked pretty well but not perfectly. I think it really did work better than having everyone schedule a time and "get on my calendar." No, call in, you're now in line...
This Year
I feel like I have two "routes" I can take.
Route 1
Have everyone Call In again. I'll probably not answer because I'll be on the line with someone else, but now they are "In Queue" just like last year - waiting on a call back. It seemed to be good last year with a few minor hiccups.
Route 2
Create a really good JotForm (w/ HIPAA package) with some good review questions built in and send them there. Tell them that after that form is submitted, I'll call them. i.e., filling out the form will prompt the review call.
Then, call - after they fill that out, but now some questions have already been asked... some needs uncovered and explained... some updates indicated.... prior to the call.
Advice
What do you all think - try Route 2?
If Route 2 - have you all used surveys before for AEP? Do clients get frustrated with them or do they seem to be OK filling them out and answering the questions about their plan?
JotForm seems like a great platform. Just recently started using it elsewhere and really like it.
I really don't think I plan to encourage existing clients use calendly... I like that to be reserved for new business and normal stuff, not AEP reviews. I'd prefer a more "open" calendar during AEP so I can plow through the work/calls at the natural pace of the work.
----
Any other pro tips are welcome. Staring at over 1,000 reviews in a short time is just not fun - especially when I do want to bring new people on more than reviewing past plans.
My annual review letter and e-mail had the big call to action for them to call (not email, not text) for the review. My phone organization is excellent. The value in this was that 60% of the time we could do everything in one call - i.e., the review and the enrollment.
The welcome message on my phone system indicated that the call volume was high and that they are now "Logged and in queue" for a return call [this was important - they know that I will call back soonish] - they could leave a message but the call would be returned if I couldn't answer. They are now "in line."
For those who follow Cal Newport (Deep Work / World Without E-mail) - my goal here was to "minimize unscheduled back and forth messaging" and maximize actual communication without kicking the can down the road. i.e., on a simple phone call we can get done what would take 5 e-mails and more time. E-mails during AEP really are a time sucker compared to a quick review call - and an "AEP without E-mail" is effective and efficient.
They are less busy than we are and when I called back, usually, they answered, and we rocked and rolled and got things done.
Why call in rather than calendly? - The problem with Calendly and scheduled calls for reviews during AEP is lag time. Let's say we open up 15 minute blocks on Calendly and it fills up maybe 70% most days. Some calls take longer than 15. Other take less than 15. Some calls take prep time. Others don't. It really adds a lot of inefficiency with the phone - it's 2:30 and someone is schedule at 2:45 and 3:15 but you can't get a ton done between the "gaps" of 2:30-2:45 and 3:00-3:15....... you take a few minutes to prep for a call but sometimes you're too early or sometimes you're late because you had 4 booked 15 minutes in a row and it just happens. Kinda frustrating.
So, my thoughts (in hindsight) on having them call in....It worked pretty well but not perfectly. I think it really did work better than having everyone schedule a time and "get on my calendar." No, call in, you're now in line...
This Year
I feel like I have two "routes" I can take.
Route 1
Have everyone Call In again. I'll probably not answer because I'll be on the line with someone else, but now they are "In Queue" just like last year - waiting on a call back. It seemed to be good last year with a few minor hiccups.
Route 2
Create a really good JotForm (w/ HIPAA package) with some good review questions built in and send them there. Tell them that after that form is submitted, I'll call them. i.e., filling out the form will prompt the review call.
Then, call - after they fill that out, but now some questions have already been asked... some needs uncovered and explained... some updates indicated.... prior to the call.
Advice
What do you all think - try Route 2?
If Route 2 - have you all used surveys before for AEP? Do clients get frustrated with them or do they seem to be OK filling them out and answering the questions about their plan?
JotForm seems like a great platform. Just recently started using it elsewhere and really like it.
I really don't think I plan to encourage existing clients use calendly... I like that to be reserved for new business and normal stuff, not AEP reviews. I'd prefer a more "open" calendar during AEP so I can plow through the work/calls at the natural pace of the work.
----
Any other pro tips are welcome. Staring at over 1,000 reviews in a short time is just not fun - especially when I do want to bring new people on more than reviewing past plans.
