On-Boarding External Sales Agents

Policy Number: SLS-011

PURPOSE:

To certify external agents with Care N’ Care.

DEFINITIONS:

CNC:  Care N’ Care

Direct Agent:  Independent agent that receives commissions directly from Care N’ Care

Field Marketing Organization (FMO):  An FMO is an agency contracted to provide broad  coverage for the marketing and sales of a health plan. Areas of support will include, but are not limited to, Marketing / Lead Generation, Call Center capabilities, and Administrative functions

FMO Sub-Agent:  Downline of an FMO company

GHG (Gorman Health Group):  Company contracted by CNC to administer the CNC Sales Agent certification program, including collection of required documentation (i.e. daily state licensing, AHIP certification, background checks) and facilitation of online sales certification training and examination

Salesforce:  Lead Management Database

POLICY:

To ensure on-boarding agents receive registration code and complete Gorman Sentinel Elite training and certification to become certified to sell CNC health plans. CNC’s training and certification completion criteria is 85%.  Agents that meet the completion criteria, can begin selling CNC Medicare health plans. If Sales Agent is unable to achieve 85% in order to pass, additional tries are at the discretion of the Senior Manager Of Sales.

PROCEDURE:

Provide interested external agent with required registration code and user guide depending on type of agent.

Direct Agent:
Senior Manager of Sales or Agent Concierge will provide on-boarding agent with a GHG certification code for direct agents. Senior Manager of Sales/Agent Concierge to add agent information to Salesforce, Master list of CNC agents, Outlook, Constant Contact for agent communications and EAM for online enrollment purposes.

FMO Sub-Agent:

Senior Manager of Sales or Agent Concierge will provide on-boarding agent with a customized FMO GHG certification code for FMO Sub-Agents. Senior Manager of Sales/Agent Concierge to add agent information to Salesforce, Master list of CNC agents, Outlook, Constant Contact for agent communications and EAM for online enrollment purposes.

Tracking of certified agents:

Senior Manager of Sales and Agent Concierges will receive notification from GHG via electronic communication to confirm agents have either completed all training and requirements or they are still in process.  These reports are received at least weekly and daily during the Annual Enrollment Period.  In addition, a daily report is received of all agents that completed certification the previous day to ensure that all newly certified agents are added to Salesforce, Master list of CNC agents, Outlook, Constant Contact for agent communications and EAM for online enrollment purposes.

GHG provides weekly status reports of agents within the certification process to the Senior Manager of Sales/Agent Concierges for review. Agents with an incomplete status are emailed a reminder to complete the online certification process by CNC staff.

GHG also uses a backup process to maintain consistent data integrity. This process is a daily server back-up to their local storage devices at INETU. (Database server data is first encrypted before transfer). Database server data is then sent to off-site storage in Vienna, VA.

Senior Manager of Sales to randomly spot check licensing status via Texas Department of Insurance web site.  (http://www.tdi.state.tx.us).  Should any discrepancy occur, GHG will be notified immediately to make necessary corrections.  Records of random checks will be stored on local CNC server.