Transcription
AscendAscend Mobile ApplicationLeads, eSOA, eKit and Digital SignatureUser Guide2020
Table of ContentsWhat is the Ascend Mobile Application (AMA)? Adding a Lead It is a modular system with many functions designed toassist sales agents with: Electronic Scope of Appointment (eSOA) Email / Text a Quote or eKit Pre-Filled Application and Digital Signature Initiating a Value Based Enrollment (VBE)2Commonly known as the Ascend Virtual Office (VSO), orsimply the Ascend app. Getting Started with Ascend 2020 Aetna Inc.Electronic scope appointment (eSOA)Audio recording capabilities of your sales meetingsPoint of sales video capabilitiesRemote Agent Telephonic Enrollment (RATE) capabilityElectronic application completion and submissionWhat is the Ascend Quote & Enrollment (AQE) Tool? A tool in Ascend that gives you the capability to compareplan info and choose the best plan for your prospect Ability to create your member profile with provider info,formulary and pharmacy choices Capability to create and send an eKit, or text or email aQuote to your prospect Where you can complete and submit the online enrollmentapplication formMaterials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Getting Started with Ascend3 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Installing the Ascend Mobile App1Go to this sitehttps://arm.ascendproject.comAgent Name2Enter yourcredentials3Select“Download”4Click to install appon iPadClick to install appon personalcomputer/laptop54 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.Need help onwhat to do?Click “View”
Installing the Ascend Mobile AppAgent Name6Download inprogress5 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Finding the Ascend Mobile App on Your DeviceWindows Personal Computer / Laptop23Look for the“Ascend” folderClick the“Ascend” icontwice1Click the“Start” icon6iOS Device / iPad 2020 Aetna Inc.Tap the“Ascend” iconMaterials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Log-in to Ascend Mobile App7 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Adding a Lead8 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Click ‘Leads’9 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Click ‘Add a Lead’ and enter information in appropriate fields10 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Complete filling out the form and click ‘Save’New lead added11 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Electronic Scope of Appointment (eSOA)12 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select ‘Email/Text Electronic Scope of Appointment’Agent13 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select a lead, then click ‘Electronic Form’AgentClick twice14 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select appropriate boxes and enter prospect’s informationBruno15 2020 Aetna Inc.MarsMaterials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.Scrolldown tocontinue
Complete form and select appropriate boxes, then click ‘Submit’16 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
The Electronic Scope of Appointment successfully saved and sentThe eSOA will say“Pending” until theprospect replies17 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Email / Text a Quote or eKit18 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Click ‘Email a Quote’19 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select ‘2020 Plans’, then ‘No’ to telephonic enrollment20 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Enter ZIP Code21 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select ‘2020 Medicare Plans’22 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select a plan and click ‘Send Quote’23 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select several plans for comparison (optional), and click ‘Send Quote’You may click‘Compare’ to viewthe side by sidecomparison ofplans selected24 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Enter information in required fields, check appropriate boxes and click ‘Send’You may add apersonal noteby checkingthe boxEnter yourmessageSend25 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
This is what you’ll see when an email or text verification code is sent26 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Email sent to your prospect, they will click ‘Enroll in this Plan’ to enroll27 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
If verification code is sent via text, your client will enter the code and click ‘Submit’The verification code yourclient receives in the email ortext message will match withthe code you received whenyou sent the quote.By entering the verificationcode, your client will be ableto complete their enrollmentand it will reflect you as theagent of record.28 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
JohnDoePre-Filled Application & Digital Signature29 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Click ‘Enroll a Prospect’30 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select ‘2020 Plans’, then ‘No’ to telephonic enrollment31 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Enter ZIP Code32 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select ‘2020 Medicare Plans’33 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Select a plan and click ‘Apply Now’ to begin application34 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Complete application and click ‘Send for signature’35 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Complete required fields and click ‘Send’36 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Email received by prospect with ‘Verification Code’37 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Your prospect will enter the ‘Verification Code’ and click ‘Submit’38 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Proceed directly to the ‘Submit’ tab39 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Click ‘Apply Now’40 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Initiating a Value Based Enrollment (VBE)41 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Your client will see this page after an enrollment is submittedAdvise yourclient to takenote of theirconfirmationnumberYou willautomaticallyreceive anemail whenyour clientsubmits theapplication.Your clientmay click‘EmailConfirmation’to receive anemail.42 2020 Aetna Inc.Your client will be able toselect their preferredlanguage. For all otherlanguages aside fromSpanish, they may selectEnglish. Once they are with awellness advocate, they mayrequest to talk with someonewho speaks their preferredlanguage.Your client will beable to select any ofthe 3 VBE optionsMaterials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Explain what VBE is when you meet with your client to discuss their plan optionsWhat does the wellness advocate ask during a Value Based Enrollment (VBE) call?General informationGood contact information will help Aetna reach members for a Welcome Call and get them connectedwith the right resources now. The wellness advocate will also ask about their language preference, raceand ethnicity so we can develop programs that address unmet health care needs. However, membersdon’t have to answer any questions they don’t want to.Primary Care Physician (PCP)The Wellness Advocate will ensure they have selected a PCP if one was not listed on their enrollmentapplication. Building a relationship with a PCP is important because they can take care of the members’preventive care, help them diagnose diseases and illnesses before they become real health problems andhelp them find the right specialists when they need them. The wellness advocate will encourage membersto pick one.Health Related Assessment (HRA)At Aetna, we take a total approach to health, which means not only taking care of our members when theyare sick but keeping them healthy as well. To help us guide them on their path to better health, the HRAwill help us understand if they: Have any chronic conditions, such as diabetes, congestive heart failure or chronic obstructivepulmonary disease Routinely receive preventive screenings, tests and care for any chronic conditions Have preferences in terms of how we can support their health managementWhat’s Next?The Wellness Advocate will let them know what to expect when their plan becomes effective. Theiradvocate will be there to answer their questions, as well as let them know about: What they will receive in the mail, such as, the Continuity of Care form. They will be asked to fill out theform if they have an immediate care needs when their membership becomes effective. Their Annual Wellness Visit. As a member, they will receive a wellness visit at no additional cost whenthey schedule a visit with their doctor. They will be able to schedule a visit with their PCP as soon asthey receive their confirmation letter.43 2020 Aetna Inc.VBE hours of operation:Apr 1, 2020 – Sep 30, 2020:8am to 8pm ET, Monday – FridayOct 1, 2020 – Mar 31, 2021:8am to 11pm ET, 7 days a week English VBE Wellness Callback numbers (833) 923-1469 or (833) 923-1470 Spanish VBE Wellness Callback numbers (833) 923-1651 or (833) 923-1680Keep in mind:A VBE ‘Call Me Now’ may be selected before or afterhours of operation. However, your client will receive arecorded call 10 mins after they make the selection,and the live call with a wellness advocate will takeplace during hours of operation. If your client missesthe VBE call, the wellness advocate will leave amessage and a callback number. You may provide thecallback number to your clients to keep, especially ifthey haven’t set-up their voice mailbox.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
What your client needs to know about the VBE call44 They are not obliged to participate in the VBE call It will not affect or used to determine their enrollment into the plan The caller ID will not show Aetna but an 800 number The caller will introduce themselves as a wellness advocate calling on behalf of Aetna Your client will need to have their enrollment confirmation ID ready, the wellness advocate will ask for it tosearch and locate their enrollment application details If the confirmation number is not available, the wellness advocate may ask your client to confirm theiraddress and phone number The wellness advocate will not ask for your client’s date of birth (DOB) The wellness advocate will not ask for your client’s social security number (SSN) Your client will need to contact you immediately if the wellness advocate will ask for their DOB or SSN 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
Thank You45 2020 Aetna Inc.Materials are for training purposes only and not for use with Medicare Beneficiaries. Content proprietary and confidential.
What is the Ascend Mobile Application (AMA)? Commonly known as the Ascend Virtual Office (VSO), or simply the Ascend app. It is a modular system with many functions designed to assist sales agents with: Electronic scope appointment (eSOA) Audio recording capabilities of your sales meetings Point of sales video capabilities
