CLIENT CONVERSATIONS / 2 min read
A good place to pick up.
What you should know before you call your client.
Know what they have already said
You open a contact before making a call. Ideally, you can see who needs coverage, what they asked about and how far they got. That lets you begin with a useful question instead of asking them to repeat the whole story.
An assistant can do plenty of work in a text thread. That work becomes useful to you when the important details reach the record you actually use. The conversation should be there too, in case an answer needs a closer look.
Keep their choice in context
Suppose Hanna sends Alex a health plan comparison. Alex looks through the options and replies, “Option 2 looks right for us.” You need to see which plan that means, together with the household details used for the comparison.
Hanna records the stated choice against the options Alex received. Opening a link does not count as choosing a plan. A recorded choice gives you a starting point for review; you still check eligibility and take care of the application.
Leave room for a different next step
Some clients want a call before they go further. Others come back with a correction or another question. Their next step should be clear in the record, even when it is different from the one you expected.
Try that yourself before launch. Ask for a call during a sample conversation, then check what reaches you. You should know what the person wants and what Hanna has told them to expect. That makes it easier to keep the conversation going.
See what you could leave with Hanna.
See Hanna at work