Ascend Virtual Sales Office © 2014 Ascend Aetna Medicare
Aetna Ascend VSO Training Webinar 10.13.14
Nov 22, 2014
Training on the Ascend VSO App and Aetna's 2015 Electronic Enrollment process.
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© 2014 Ascend
Ascend Virtual Sales OfficeAetna Medicare
Enrollment Tools Overview2014 vs. 2015
2014 vs. 2015 – What’s Changing• 2014 Effective sales – Electronic enrollment processes will not
change.
• POET will sunset at the end of 2014– A message will be displayed on the sign-in page telling users of this change.
• The Aetna iPad app will sunset at the end of 2014– A message is being provided to this group of users explaining this change and how to
get the new app.
• 2015 Effect Sales – Electronic enrollments will ALL go through Ascend– Access to POET as you know it today will not be available for 2015 sales and will not be
accessible beyond the end of the year.
• 2015 Effective sales will show ALL plans available, not just Coventry or Aetna.– In cross-over markets you’ll be able to see all products for that zip code on one page.– Separate enrollment sites will not be needed– The correct number (AWN or NPN) will auto-populate into the enrollment form based on
the product chosen.
Ascend Virtual Sales Office AppLet Ascend empower you.
Ascend Platforms• iPad platform
– iPad 2 or later model running iOS7 or later version
• Windows platform– Windows 7 or later (not Vista or XP)
What Your Peers are Saying• Agents like using Ascend because it is:– Easy to use– Convenient with everything housed in one place– Gives immediate confirmation of enrollment which
provides peace of mind– Faster application turnaround resulting in members
receiving their ID cards faster– Paperless– Removes administrative time faxing and filing apps– Provides increased efficiency, accuracy and compliance– Makes agents appear more professional to clients– Allows time to fit more appointments in one day
(approx 1 per day)
Success Stories from the Field
• “Enrolling members online has cut down on the processing of my applications by a WEEK.”
• “I log into Ascend every day. I really like doing the online enrollments because it’s so much faster.”
• “I am amazed at how fast members are getting their ID cards.”
• “Using the iPad to do online enrollments is really easy, and Ascend is very user-friendly. You just have to get started using it, and once you do it’s really easy.”
Request an Ascend license today!
Call the Brokers Services Department at 866-714-9301
© 2012 Ascend
Ascend Virtual Sales Office Training
How Ascend will Help You
Training Goals
• Become familiar with the Ascend Virtual Sales Office (VSO) and how it will serve your work in the field.
• Learn the primary functions of Ascend that you will need to know.
Training Agenda
• Introduction to the Ascend• How Ascend helps you achieve your goals• Features and benefits of Ascend• Navigating Ascend
Field Sales Agents
• Goals• Success = good service– Manage information– Correct application process
I know! I can’t find that rate sheet!
Protection from complaints
• Members accuse agents of misrepresenting plans
• Your word vs. theirs
Streamlinewhat you do
What is the Ascend Virtual Sales Office?
– A high-powered, professional tool – Online quoting and application
capabilities within an easy-to-follow workflow.
– Ascend is a mobile sales application offered on the Apple iPad and Windows platforms
Ascend VSO Features and Benefits
• Keeps you connected and in the loop no matter where you are:– Automatic uploads and downloads of
important meeting information. – Have the most up-to-date info when you
need it.– Some functionality available in Ascend even
when there is no WiFi or 3G/4G/LTE signal.
Ascend VSO Features and Benefits• Enhances your sales presentations– Sleek appearance and intuitive screen formats.– Easy to navigate.– Contains all the resources you need:
• benefit summaries, rate schedules, comparison charts, videos and web links.
– Professional display that can be magnified for easier visibility.
– Fill out application with prospect and e-file on location.
Ascend VSO Features and Benefits
• Increases productivity and profitability– e-filed applications – more opportunities for sales, clean
applications, and quicker turnaround times. • Provides a record of accountability*– Secure recording of your client interactions– Safeguards you against client complaints and
questions of non-compliance*iPad only at this time
© 2012 Ascend
Ascend Virtual Sales Office App
Navigating Ascend
Before Getting Started
• If you are using VSO on an iPad, check the following settings (using iOS7):1. Location Services: ON2. Microphone setting: ON3. Dictation Key: OFF
Location Services (iOS7)
Location Services >On.
Enable the Location Services on iOS7. Settings > Privacy >
Microphone Setting (iOS7)
Enable the Microphone Setting on iOS7. Settings > Privacy > Microphone > Ascend > Enable.
Turn off otherwise it can cause recording to stop.
On iPad 3, go to Settings/General/Keyboard/Dictation and turn off.
On iPad 4, go to Settings/General/Siri and turn off.
*Note: Does not apply to iPad 2—function not there.
Dictation Key*
Downloading Ascend
Go to the Ascend Real-Time Manager (ARM) site:www.arm.ascendproject.com(from iPad if you are using the app or PC if you are using Windows version)
Enter Username and Password here to Sign in
Downloading application updates
Tap on Download and then ‘Install’ for Ascend app on iPad and… …also for the User
Guide
NEW Ascend Windows version. Download to PC or device operating Windows.
Navigating Ascend
Navigating Ascend
WiFi Signal noted here.
Navigating Ascend
3G, 4G or LTE signal shown here. Signal strength is indicated by number of bars (1-5).
Navigating Ascend
Battery icon: displays % battery power remaining.
Navigating Ascend
Current software version. Required when getting tech help.
Navigating AscendTap on field to bring up keyboard to enter username and password.
Forgot password? Tap here and follow reset instructions.
Navigating Ascend
Enter Ascend email address and tap ‘Send.’
Navigating Ascend
This message indicates you have a link in your email inbox. Open the email and follow the link.
Navigating Ascend
Enter new password, re-enter to confirm, then tap Reset Password.
Navigating Ascend
Name of agent logged in Settings
Access Messages
Upload meeting recordings
Refresh Messages Access
Resources
Navigating Ascend
Change Password:•Can do anytime
Navigating Ascend
Tap here and you will go to password reset screen.
Navigating Ascend
Tap here and you will go to password reset screen.
Navigating AscendNavigating Ascend
You will be asked to confirm that you are ready to sign out.
Sign out:Signing out will shut down the Ascend application on your iPad.
Navigating Ascend
Messages:•Sent by administrator or manager.•Marked with published and expiration date.
•Tap Next button to move to next note, or•Swipe finger across screen
Navigating Ascend
Message Acknowledgement:•Messages contain important and timely info.•Tap acknowledgement that you have read BEFORE you can start new meeting.
Navigating Ascend
Refreshing Messages:This icon refreshes your iPad with any new messages received.
Navigating Ascend
Resources:•Documents, videos, web links sent by administrators.•Documents are Read-only.•Accessed by tapping folder icon.•Page-turn function same as in messages.
Navigating Ascend
Recordings:•Tap on icon to see list of recordings you have to upload.•Limit on number of recordings that can be stored before you must upload.•Once limit reached, you must upload before next meeting.•Upload can be done on WiFi or 3g/4g/LTE connection.•To upload over cellular service, turn button on in Settings>Ascend
Navigating Ascend
When you are ready to start a meeting, tap the “Let’s Get Started” button.
Navigating Ascend
Start Meeting: •Tap on this to Start.
Navigating Ascend
Recording Disclaimer: •After securing agreement, tap Agree to start recording•If not using recording functionality, tap “Do Not Agree”
Navigating Ascend
Client Information: •Enter name, zip code, county and phone number.
Tap on ‘Next’ to bring up available plans.
Enter Scope of Appointment ID if you have it.
Navigating Ascend
After tapping ‘Next’ the Profile Page appears. Navigate to Compare Plans.•Review results.•Refine search according to the prospect’s wants/needs.
Navigating Ascend
Hide Resources: Tap to hide the Resource bar on left if you want full screen to show plan information.
Navigating Ascend
Show Resources: Tap to make Resources section reappear
Navigating Ascend
Zoom out (-)Zoom in
(+)
Navigating Ascend
All resources can be accessed here under Folders. Tap on a Folder to find resource.
Navigating Ascend
Tap again to open a resource.
Navigating Ascend
Tap envelope to email document
Navigating Ascend
Fill out body of email, hit Send.
Navigating Ascend
Video controls
Play/PauseRewind Fast Forward
Video Progress Bar
Done: Tap to exit video
Volume
Navigating Ascend
Submitting an Application: Your administrator will instruct you on this process.
Navigating Ascend
End Meeting Tab:•Access to dispositions when you are ready to end meeting.
Navigating Ascend
Meeting Disposition:•Tap on “End Meeting” tab.•Dispositions will appear
Navigating Ascend
Meeting Disposition:•Select appropriate disposition.
Navigating Ascend
End Meeting Confirmation:•‘Yes’ ends meeting and recording if you are recording.
Navigating Ascend
Special Instructions for these dispositions…
Special Meeting Dispositions• “No Show,” “Cancelled,” or “Rescheduled” all
indicate a scheduled meeting did not occur.• You can quickly skip through most of Ascend’s
meeting steps to select one of these dispositions. – Sign in as though a meeting was occurring. – Tap “Do Not Agree” to the recording request question. – On the Client Information screen, enter the client’s
name, ZIP code, phone number. Tap on “NEXT” button– On the quote engine screen tap “end meeting.” – Tap the appropriate disposition code, either “No Show”,
“Cancelled” or “Rescheduled” – Confirm ending the meeting. The Ascend system will
capture the meeting statistics.
Special Meeting Dispositions
• ‘Test’ disposition will be used for training purposes.
• If your administrator has included a ‘Test’ disposition, use it when you are practicing your use of Ascend.
• Follow guidance from your administrator to help ensure that data collected is accurate.
Navigating Ascend
Upload the Recording:•Tap on “Upload” icon.•Recording is uploaded.•In-progress icon will display upload process.•“Completed” tag will appear when upload complete.
Navigating Ascend
Upload Warning:•Remember: to protect data, there is a limit set on the number of recordings you can store.•Warning message indicates reaching limit. •System cannot start new meeting until upload is complete.
Navigating Ascend
Sign out:•Tap on Sign Out icon.•Tap on Confirm icon and you will then be logged off of Ascend.
Offline Meetings
• When there is no WiFi or 3G/4G/LTE available, conduct your meeting offline with Ascend, keeping the following in mind:– You will be able to: • Record the meeting.• Set the disposition of the meeting.• End the meeting which will end the Recording. • Capture client information, specifically ZIP
code, to allow you to move to the End Meeting screen. • Access Messages and Resources that have
been previously downloaded to your iPad.
Offline Meetings
You will NOT be able to: • Access the quote engine or web links that
require network connectivity.• Access messages and resources that are
not yet downloaded. • Prepare an enrollment application online.
That will also need to be paper-based.• Upload your meeting recording until you
have Wi-Fi or 3G/4G/LTE connectivity.
Downloading application updates
Tap on Download to download latest update
Downloading application updates
Ascend Real-Time Manager (ARM)
Enter Username and Password here to Sign in
Downloading application updates
Tap on Download and then ‘Install’ for Ascend app on iPad and… …also for the User
Guide
NEW Ascend Windows version. Download to PC or device operating Windows.
© 2012 Ascend
Ascend Virtual Sales Office for Windows
VSO for Windows
• You are now able to install the Windows version of Ascend VSO on your PC.
• All of the same Ascend functions will be available on the Windows platform EXCEPT:– You will not be able to record meetings
(at this time).
VSO for Windows
• The Windows version of Ascend VSO has a slightly different look and feel since it is running on a different operating system.
• You can download this program much like you download the app.
• Downloads on PC or Windows based tablets.
Navigating VSO for Windows
Click on the Ascend program on your desktop.
Login with your email username and password.
Navigating VSO for Windows
Your first page is the Messages screen.
Click here to refresh messages.
Click here to Acknowledge that you have read the message.
Click here to read next message.
Navigating VSO for Windows
Click here to open ‘Settings’
Availability relates to the Lead function which you will not be using.
Navigating VSO for Windows
Click on ‘Change Password’ whenever you wish to do so.Enter your new password and follow these parameters.
Navigating VSO for Windows
Click on ‘Meeting’ to get to this Start Meeting screen.
Click here to start a meeting.
Navigating VSO for Windows
Enter prospect’s information on this page.
Navigating VSO for Windows
This page will give you access to all Aetna/Coventry products and you will be able to do enrollments right from here.
These browser buttons enable you to go back, forward, leave or refresh the current web page you are on.
Navigating VSO for Windows
Click here to open Resources.
Navigating VSO for Windows
Video controls are located here.
Volume control is here.
Navigating VSO for WindowsDocuments are PDFs so you can scroll through…
…or you can hit Control ‘F’ on your keyboard to bring up a key word search.
Navigating VSO for WindowsClick here to End Meeting and select a disposition.
Navigating VSO for Windows
Confirm that you have selected the correct disposition and click ‘Yes’ to End Meeting.
Navigating VSO for Windows
To exit the Ascend VSO program, Click on ‘Settings’, ‘Sign Out’ and ‘confirm’
Practice to Perfect
• Remember the
Practice to Perfect• Practice integrating this great new
application into your usual sales process.• Practice opening Resources you need at
the right time in your presentation, like videos or documents.
• Practice making these visible to your prospect.
• Practice the flow of your presentation and using tools like emailing a document to prospect.
Tips for Success• Create good habits:– Log in to Ascend at beginning of the day
and periodically to check for messages.
– Check to see if your meetings are uploaded before you go to next meeting.
– Upload recordings as regularly as possible.
– Keep your devices charged and ready for meetings.
– Check your connectivity before you begin meetings with your prospect.
Training Review
• Ascend will help you:– Sell!• Streamline all the tools you need.• Have up-to-date info always at your fingertips.• Enhance your sales presentation.
– Stay protected!• Creates a record that protects you.• Reduces likelihood of errors and
misrepresentation.
Request an Ascend license today!
Call the Brokers Services Department at 866-714-9301
Technical Assistance
Ascend Help DeskMonday – Friday, 8am–5pm EST
During AEP 8am-8pm EST, 7 [email protected]
866-338-7772REMEMBER, CONTACT BROKER SERVICES
FOR LICENSES
Conclusion
• Enjoy working with Ascend!
Instead of this…
You’ll have this…
QUESTIONSAnd now…
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