What are you asking?

 

Most people are normally very good communicators when face to face with another, however, in today’s business world, communication now goes through multiple electronic devices including email, text, instant message, and more.  These methods normally involve the written word and are more permanent as they are a written record.  This can be very useful to both the sender and receiver as they are a resource to search for conversations from the past, removing the need to try to remember everything.  On the other hand, be aware that this written record is also a reflection of you as a professional.  Improving your written communication skills will enhance your image and also make you more credible in your client’s eyes.

 

Open enrollment is fast approaching when everyone’s time is stretched thin trying to handle the increased volume of work.  This is when those excellent communication skills can come in really handy.   Asking your question and providing all the necessary information with the question can result in faster turn-around time for your answer.

During this very busy time, please be aware that your MIBS customer service representatives each work with hundreds of agents and can receive hundreds of requests per day, via emails, voice messages, faxes and snail mail.  With each communication, the CSR has to listen or read, identify, research and analyze the data to respond with accurate and complete information.

I surveyed all the CSRs in the health department to come up with some recommendations to increase response time as well as accuracy for your requests.  The intention is not to ask you to do more work but be aware of what information is needed to get an accurate response.

The ideal voice message for your CSR would include the following:

  • Full name of agent (If administrative assistant is leaving the voice message, include their name as well)
  • Full name of insured/member (if employee, group name) with something to identify them (account number, date of birth, etc.)
  • Product type (Individual under 65, Medicare,  or Group) and carrier
  • Brief summary of request (If you need to provide a lengthy explanation, email would be a better form of communication)
  • Best number to call back spoken slowly and clearly.
  • Please do not email and leave a voice message regarding the same issue
  • Spell agent’s last name if it is not common

Leaving a voice message is great for a simple initial question.  When questions require more detailed information or there is a history of prior communications, email would probably be a better form of communication.

The ideal email would include:

  • Subject line that includes name of insured/member (if employee, group name) and account number
  • Information in subject line should be directly related to the content of the email (do not use a prior email from a totally different issue for a new issue)
  • Signature of sender including, first and last name of sender and phone. If you do not have an automatic signature in your email, do an internet search for directions asking: How do I create an email signature in ___________ (email provider, Outlook, Gmail, etc.)
  • The body of the text would include details of request including product type (Individual under 65, Medicare, or Group), associated dates, etc.
  • If the email is a follow up from a prior email, use the original email to forward with follow up request question.
  • Attachments should be complete and legible
  • If submitting the initial group submission paperwork, please attach all documents in one email. One pdf document of all forms is acceptable as well.
  • If submitting individual applications for family members with the same name, please add an additional identifying characteristic such as date of birth and let the CSR know that there will be two different applications with the same name arriving. Example; father and son with the same name.

Example of a good subject line in an email

Email communication not only is a great vehicle to send documentation but also to ask those complex questions.

Benefits of email communication over voice message:

  • Provides a retrievable written record of communication with date and time (This is useful to prove submission with carriers)
  • Emails are the best form of submitting documents
  • Attachments can be easily found using the search function
  • Emails easily allow agents to include all the necessary information and details needed to request information for complex questions. This includes using prior email trails that have communication details regarding the same question.
  • Emails with subject lines directly related to the content of the email make email searches easier
  • You emails can be easily organized to store your email communications

With the high volume of emails and voice messages received during the Open Enrollment period, MIBS requires 24-48 hours to respond during this busy period.  Every time a CSR has to call back for more information, is another delay in receiving your answer.  Taking the time to provide your identity, the insured’s identity and complete question, can reduce these kinds of delays.

If you send an email request to your CSR, please do not also leave a voice message.  This is inefficient and duplicative.   

The ideal fax would include:

  • Cover letter including agent’s full name and their contact information (Customizable template in the button below)
  • Who at MIBS should receive the fax
  • A subject line to include insured/member information and account number
  • Body of the Fax would include instructions or request
  • If faxing a document, make sure it is a legible copy

If you currently do not have a fax cover letter with your contact information, please click on the button below, save the document to your computer, type in your information and click save again.  You now have a fax cover letter with your information.

Click here for a customizable fax coverletter

Final Considerations

 

Now that you have read your CSR’s wish list, here are some additional things to remember:

  • If you wish to forward an email from your customer service representative to your client, please erase their part of the email including their contact information. Remember that your client should not know who your CSR is.
  • When requesting information on your group, do not use an acronym for your group’s name as this does not provide enough information to identify the group.
  • The CSRs at MIBS try diligently to respond to all communications in the order that they are received. We sincerely appreciate your patience during this very busy time.

I am still anticipating a very busy season for everyone and hope that improving our communication skills will make our work this season a little more efficient.