1. Maximizing Sales Call Center Agents: Shared Services Model
April 3, 2017

2. Our Company & Service Area at a Glance
Company Overview*
Independence Health Group serves nearly 8.5 million people in 25 states and Washington, D.C., including 2.5 million in the greater Philadelphia region.
Service Area Snapshot
Independence Blue Cross offers three Medicare Advantage HMO products and one PPO product in our five-county service area in southeastern PA
Over 160,000 members across entire branded and unbranded Medicare product portfolio in both PA & NJ**
*Source: ibx.com
**Unbranded products are offered through AmeriHealth New Jersey
Proprietary & Confidential

3. Our Current Telesales Staffing Model
Prospect opportunities change considerably from AEP to lock-in
Daily call volume decreases more than 40% from AEP to lock-in
Changes in call volume require adjustments to staffing levels
Environmental Scan
Agents chosen to remain with the telesales call center full-time are selected based on their AEP sales performance, compliance scores, attendance, and teamwork
Performance Criteria
Decreasing staffing levels allows for a larger investment to be made in the high-performing agents for the remainder of the year
Staffing Levels
Agent downsizing could potentially be mitigated by providing additional projects and initiatives to the call center
Maximizing Resources
Proprietary & Confidential

4. Making a Successful Telesales Agent
Medicare Annual Certification
Mandated Compliance Training
Overview of Independence
Basic Phone Skills Training
Working with the Population
Medicare 101
Sales Training (Knowledge & Skills)
In-depth Product Training
Systems Training
Putting It All Together
Onboarding
Medicare Basics
Fraud, Waste & Abuse
General Compliance
Product Training
Testing
Ongoing
Continuous improvement determined by:
Calibration Calls
Call Monitoring
Ongoing Coaching
Other Data
Cadence Communication with Vendor
Continuous improvement through training, vignettes, gamification, etc.
Supported & Effective Agent
Proprietary & Confidential

5. Executing on a New Welcome Call Pilot Program
Scope & Background
Success Story
Launched a welcome call pilot using our traditionally sales-focused call center in Johnstown, PA
Focused on new plan holders who were also “New to Blue”
Completed 2,240 of 5,278 calls; average call time was 6-8 minutes in length
Call topics impacted STAR measures, customer service call center drivers, and long-term retention efforts
Identified 151 higher-level issues that were warm transferred to internal service team to be triaged
Pilot Program Logistics
Next Steps
Campaign ran from late January through mid- February and population consisted of 5,278 members
Calls were made by small group of agents (less than six) dedicated to this campaign
Focused on a solid “Welcome Message,” confirming receipt of plan documents and requirements, explaining common pain points, and providing information on how to get assistance
Follow-up campaign underway targeted at high-risk new plan changers
Members who previously had an Independence plan but switched to another one in 2017
Program focused on explaining any significant benefit differences and providing additional touch for members that may be having uncertainty about their coverage
Proprietary & Confidential

6. Exploring Shared Service Business Models
Licensed & Non-licensed Agents
Shared resource credentialing and onboarding training process that maximizes efficiency
Minimizes the cost of separate platforms
One process, one platform, potential uniformity among Blue partners
New Hire Training – Identical New Hire
Credentialing & Certification
Call Center Onboarding & Training
Working Together to Find Scalable Solutions
Non-licensed Agents
Shared resource multi-carrier approach to the utilization of non- licensed agents
Would create uniformity in scripting, process, compliance, and monitoring
Would account for market competitiveness and volume, providing cost containment
Cooperative approach to non-sales best practice initiatives, such as welcome calls, health risk assessments, and retention-based strategies
Event Scheduling – Home Visits, Seminars & Member Meetings
Telephonic Scope of Appointments
Telephonic Enrollments
Welcome Calls
Proprietary & Confidential

7. Proprietary & Confidential
Open discussion
Proprietary & Confidential