2015 Aetna Ascend VSO Training Presentation 6.18.15

Ascend Virtual Sales Office

© 2014 Ascend

Welcome! We will begin shortly.

In training today, PLEASE DO NOT

SUBMIT ANY APPLICATIONS

Today’s Agenda

• Introduction – Margaret Isham, Account Manager –

Bloom Insurance Agency

• Enrollment Tools Overview

• Ascend Virtual Sales Office Training – Felicia Papier, Account Manager

• Electronic Enrollment Process – Todd Brooks, Medicare Market Head of Sales, Great Lakes and

Show Me Region

Housekeeping

• Technical support for GoToWebinar– contact Citrix Customer Care at 800-263-

6317

• If technical assistance is needed for Ascend during the webinar, please contact

the Ascend Help Desk at 866-338-7772

• Today’s webinar is recorded

• Questions? Please type them in the box provided on the right of your screen.

They will be addressed at the end as time allows.

• In training today, PLEASE DO NOT SUBMIT ANY APPLICATIONS

• Please fill out Evaluation at the end!

Enrollment Tools Overview

2015

2015– What is Different

• POET and the Aetna iPad are no longer available

• 2015 Effective Sales – Electronic enrollments will

ALL go through Ascend

• 2015 Effective sales show ALL plans available in a

zip code, not just Coventry or Aetna, but both – In cross-over markets you are able to see all products for that zip

code on one page.

– Separate enrollment sites are not needed

– The correct number (AWN or NPN) auto-populates into the

enrollment form based on the product chosen.

Ascend Virtual Sales Office App

Let 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

Ascend Virtual Sales Office Training

© 2012 Ascend

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 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

Streamline

what 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 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.


• 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.


• 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

Ascend Virtual Sales Office App

© 2012 Ascend

Navigating Ascend

Before Getting Started

• If you are using VSO on an iPad, check the

following settings (using iOS7):

1. Location Services: ON

2. Microphone setting: ON

3. 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

http://www.arm.ascendproject.com/

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 Ascend

Tap 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

Availability: relates

to receiving leads

but not active in

your organization

Navigating Ascend

Tap here and you

will go to password

reset screen.

Navigating Ascend

Navigating Ascend

Sign out:

Signing out will shut down

the Ascend application on

your iPad.

You will be asked to

confirm that you are

ready to sign out.

Navigating Ascend

•Tap Next button to move to

next note, or

•Swipe finger across screen

Messages:

•Sent by administrator or

manager.

•Marked with published

and expiration date.

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

You can start a

meeting from Leads

page here, or…

…from Let’s Get Started

button here

Navigating to Leads

Tap Leads

Leads List

Tap here to search Leads

Tap ‘+’ to Add a Lead

Adding a Lead

Tapping the ‘X’

exits the Lead

without saving

changes

When you are

finished, Tap the

‘Checkmark’ to Save Tap on each field to enter

prospect information

Changing Lead Status

Select a Lead Status

Amend Lead Status here

Deleting a Lead

Delete Lead:

•Swipe right to left and tap

on ‘Delete’

•To remove ‘Delete’ button,

swipe opposite direction

Return to Leads list here

Navigating to Notes/Meetings

Swipe anywhere from

right to left to

navigate to Notes and

Meetings screen Lead Source auto-populates

Tap to Edit Lead information

Actions Screen

Tap on ‘Notes’

Adding a Note

To add a Note, tap

on the ‘+’ sign

Making a Note

Double tap to raise

keyboard and begin

typing.

Tap ‘Save’ when done

Reviewing a Note

Review note.

Double tap to edit.

Tap on arrow to return to

Actions screen.

Actions Screen

Tap on ‘Meetings’

Review Meeting History

Review meeting

history. This is not

editable.

Tap on arrow to return to

Actions screen.

Starting a Meeting from Leads

Tap on Start

Meeting to begin.

Tap ‘Yes’ to proceed;

tap ‘No’ to cancel.

Recording a Meeting

Recording

Disclaimer:

•After securing

agreement,

tap “Agree” to

start recording

Navigating Ascend

You can also start a meeting from the

Messages screen. Tap the “Let’s Get

Started” button.

Navigating Ascend

Tap here to Start and follow the

same process as in the Leads

view

Navigating Ascend

Recording

Disclaimer:

•After securing

agreement, tap

Agree to start

recording

•If not using

recording

functionality, tap

“Do Not Agree”

Client Information screen

Client Information:

•First name, last

name, zip code and

phone number are

required fields. Tap on ‘Next’ to

access online

enrollment tool

Tap on figure to access

existing leads

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. Tap on a

Folder to find a resource.

Navigating Ascend

To email document,

tap on envelope

Navigating Ascend

Fill out body of

email, hit Send.

Navigating Ascend

Video controls

Play/Pause

Rewind

Fast Forward

Video Progress Bar

Done: Tap to exit video

Volume

Navigating Ascend

Begin here to fill out

application and follow

through each section

and submit when

complete (ONLY WITH

REAL CUSTOMER!)

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.

• Always use this when you are conducting

practice meetings in 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 (10).

•System cannot start new meeting until upload is complete.

Navigating Ascend

Sign out under Settings:

•Tap on Sign Out icon.

•Tap on Confirm icon and

you will then be logged

off of Ascend.

Navigating Ascend

If a meeting from your

previous session was

not dispositioned, you

will be prompted to

disposition the meeting upon your next login.

Navigating Ascend

Select the appropriate

disposition.

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.


Tap on Download to

download latest update


Ascend Real-Time

Manager (ARM)

Enter Username and

Password here to Sign in


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.

Agent ARM Access to Lead Management

from a PC or iPad

Managing your Leads in ARM

• ARM is where you can download your AMA app

and also where you can easily manage all your

leads.

• We have learned how you can add, edit and

delete leads in AMA and see the meetings you

have had with a particular lead.

• In ARM, you can do all of these functions AND you

can see ALL your Meetings that you have had with

all your leads in one view.

• This lets you easily TRACK YOUR SALES!

• You can access ARM from your PC or your iPad.

Accessing ARM

Visit https://arm.ascendproject.com and log in.

Tap on ‘Return to ARM’ button to access Agent

ARM and manage Leads.

https://arm.ascendproject.com/

All Leads List

Under ‘Leads’ menu

option, select ‘All Leads’

or ‘Add a Lead’

This notification bar is

received after saving

changes to a Lead

View or Delete a Lead here

Filtering Leads

Filter Leads by Name, Status,

Source, County, State, Agent or

Date Created

Tap on the funnel icon under a

column; select a filtering

option to find leads quickly

Show Deleted Leads

Check the box to view

deleted Leads

Deleted leads are grayed out

Click ‘Undelete’ to

reactivate a Lead

Adding a Lead

Tap ‘Add Lead’ from the

sub-menu bar

Add new prospect info,

Tap ‘Add Lead’ to save

Amending an Existing Lead

Select an action from the drop down menu

Add a Lead Status here

Tap ‘Apply Changes’ to save

Scroll down to view

Notes & Meeting History

Adding a Note

Tap ‘Add Note’ to create a new Note

Type notes about the prospect

meeting; hit ‘Submit’ to save

Review Notes & Meeting History

View Lead info, Notes and Meeting

History all in one location

Edit or Delete Notes

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.

• You can download 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.


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.


Click here to

open ‘Settings’

Availability relates

to receiving Leads

function which you

will not be using.


Click on ‘Change

Password’

whenever you

wish to do so.

Enter your new

password and

follow these

parameters.


Click here to

start a meeting.

Click on

‘Meeting’ to get

to this Start

Meeting screen.


Enter prospect’s

information on

this page.


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.


If your quote screen does not

open, go to Settings/Browser

Settings. Set to ‘On’ and start

new meeting.

Leave Default

Browser ‘Off’

unless your

quote screen

does not open.


Click here to

open Resources.


Video controls

are located here. Volume control

is here.

Navigating VSO for Windows Documents are PDFs so

you can scroll through…

…or you can hit Control

‘F’ on your keyboard to

bring up a key word

search.


Click here to End

Meeting and select

a disposition.


Confirm that you have

selected the correct

disposition and click

‘Yes’ to End Meeting.


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 secure recording that protects you.



at 866-714-9301

Technical Assistance

Ascend Help Desk

Monday – Friday, 8am–5pm EST

During AEP 8am-8pm EST, 7 days

[email protected]

866-338-7772

REMEMBER, CONTACT BROKER SERVICES FOR

LICENSES

mailto:[email protected]

Conclusion

• Enjoy working with Ascend!

Instead of

this…

You’ll have

this…

QUESTIONS

And now…



at 866-714-9301

2015 Aetna Ascend VSO Training Presentation 6.18.15

Technology

Transcript of 2015 Aetna Ascend VSO Training Presentation 6.18.15