Customer Care Call Campaigns and Scripture Review Vocabulary

A complete list of vocabulary terms, acronyms, customer care call types, and scripture references covered throughout the lecture transcript.

Outreach Call

A proactive outbound retention call designed to check in on clients, offer assistance, and help retain their business.

Onboarding Call

An outbound call made to welcome newly enrolled clients, confirm receipt of their plan card, and address initial questions regarding their new plan.

Inbound Call

A call initiated by a client reaching out to customer care with various questions regarding billing, Medicaid, or general plan support.

LSA

An acronym standing for Licensed Sales Agent.

General Inbound

A call type where a client contacts the general customer care line with general questions or support needs.

Pilot Program

A test program where new campaigns, processes, or technologies are evaluated with a small group to gather feedback and make improvements before full release.

OB

An internal acronym standing for outbound calls.

C SNP

Chronic Special Needs Plan, a specialized plan type requiring eligibility verification for specific health conditions.

D SNP

Dual Special Needs Plan, a specialized plan type for individuals who qualify for both Medicare and Medicaid.

Non-SNP

An internal term used to categorize standard Medicare Advantage plans that are not Chronic or Dual Special Needs Plans.

RFI

Request for Information; a post-enrollment campaign triggered when a carrier requires additional or corrected details before approving an application.

Decline Call

A customer care interaction that occurs when a carrier is unable to approve a client's plan application.

Right Choice Call

An inbound call campaign where clients reach out regarding plan concerns or dissatisfaction, requiring agents to investigate and ensure they have the appropriate plan.

EQ

Emotional Quotient, referring to emotional intelligence and empathy utilized during customer service interactions.

ANOC

Annual Notice of Change; a campaign running from October 1 to October 14 where agents inform clients of upcoming changes to their plans for the new year.

AEP

Annual Enrollment Period, the official Medicare enrollment timeframe occurring directly following the ANOC window.

Shear-jashub

The son of Isaiah whose name means 'a remnant shall return'.

Emmanuel

A biblical term meaning 'God with us'.

Tyre

An ancient port city referenced in Isaiah 23 known for its merchants, trading ships, and worldly economic influence.