Thursday, September 17 | 1:30 PM ET
Every AEP cycle surfaces the same problem: agents who checked every onboarding box but weren’t ready for the call. The training looked complete. The readiness wasn’t there. And by the time QA scores confirmed it, there was no time left to fix it.
The gap is harder to see than it sounds. Completion data doesn’t tell you if an agent can handle a confused Medicare member calling about a denied prior auth on day one of open enrollment. The ones who can’t will show up in your escalation rates and reviews long before they show up in your training dashboard.
This webinar will show you how to pressure-test whether your team is actually ready.
In this session, you’ll also learn:
- What “not ready” costs during AEP specifically: longer handle times, more escalations, compliance exposure, and supervisor capacity consumed by new hires instead of performance
- How UnitedHealthcare compressed a complex Medicare Appeals and Grievances ramp from 9 months to 6 weeks and what that proved about the difference between completion and readiness
- Why one-size-fits-all training compounds the problem when experienced hires and brand-new agents go through the same program
- What a readiness-based approach looks like in practice: agents practicing real Medicare Advantage scenarios before they take a live call, with individual readiness tracked throughout the program
