Step-by-step guided call flow. Each step shows what to say, what to collect, and tips for keeping the customer engaged.
Step 1 of 911%
1
Step 1 of 9
Greeting & Interest Check
📢 Say to Customer
"Hello, may I please speak with [CUSTOMER NAME]?"
(After confirmed) "Great! My name is [YOUR NAME], and I'm calling because you may qualify for some additional Medicare benefits — things like dental coverage, an over-the-counter card, or transportation benefits — at no extra cost to you. Do you have just two minutes?"
💡
Speak slowly and warmly. Seniors respond best to a calm, confident tone — never rushed or scripted-sounding.
🎯
Lead with a specific benefit (dental, OTC card) rather than a vague "better plan." Specifics create curiosity.
⚠️
If they ask "how did you get my number?" — "You requested information about Medicare benefits, and I'm following up." Stay calm.
2
Step 2 of 9
Medicare Part A & B Status
📢 Ask
"To make sure I can help you, do you currently have Medicare Part A and Part B?"
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If they say "I think so" — ask them to check their red, white, and blue Medicare card. Part A = Hospital, Part B = Medical.
⚠️
If they only have Part A or only Part B, they may still qualify for some plans. Note it and continue.
Yes — Both A & B
Part A Only
Part B Only
Not Sure
No Medicare
3
Step 3 of 9
Age Verification
📢 Ask
"And may I ask how old you are? I just want to make sure we find the right plan for your age group."
💡
Standard Medicare eligibility begins at age 65. Under-65 qualifies if they have a qualifying disability (SSDI for 24+ months) or ESRD.
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Ages 65–75 are the prime sweet spot — most open to changing plans and maximizing benefits.
4
Step 4 of 9
Zip Code
📢 Ask
"What's your zip code? I want to make sure there are plans available in your area — benefits do vary by location."
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Zip code determines which Medicare Advantage plans are available. Urban areas typically have more options.
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"Benefits vary by location" creates natural urgency to stay on the call and find out what's available near them.
5
Step 5 of 9
Medicaid Status
📢 Ask
"Do you also receive Medicaid — that's the state health assistance program for people with lower incomes? It goes by different names in different states: it might be called Medi-Cal, TennCare, or just your state's name."
🌟
Dual eligible (Medicare + Medicaid) = D-SNP plans. These have the richest extra benefits — highest priority leads.
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If unsure: "Do you get any help from the state paying for your Medicare premium or prescriptions?" — that's Medicaid/LIS/Extra Help.
Yes — I have Medicaid
No
Not Sure
6
Step 6 of 9
VA / TRICARE Status
📢 Ask
"Are you a veteran, or the spouse of a veteran? And if so, do you currently use VA healthcare or have TRICARE coverage?"
🎖️
Always thank veterans for their service. It builds immediate rapport and goodwill.
💡
Veterans with TRICARE for Life + Medicare have near-complete coverage. Focus on supplemental dental/vision benefits they may be missing.
Yes — VA Benefits
Yes — TRICARE
Both VA + TRICARE
No — Not a Veteran
7
Step 7 of 9
Current Insurance Company
📢 Ask
"What insurance company is your Medicare currently through? For example, is it Original Medicare, Humana, United Healthcare, Aetna, or someone else?"
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Knowing their current carrier helps the specialist confirm if a switch would improve their benefits without losing their doctors.
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If they say "Original Medicare" — they're likely missing out on Advantage plan benefits like dental, vision, and OTC cards.
8
Step 8 of 9
Living Situation
📢 Ask
"Are you currently living at home independently, in an assisted living community, or in a nursing facility?"
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Living situation affects which plan types and benefit packages are available. Nursing home residents may qualify for Institutional Special Needs Plans (I-SNPs).
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Home-based customers are the easiest to convert — they have full autonomy in their healthcare decisions.
🏠 Home (Independent)
🏘️ Assisted Living
🏛️ Nursing Facility
👨👩👧 With Family
9
Step 9 of 9
Summary & Warm Transfer
📞 Warm Transfer Script
Loading transfer script…
✅
Always get verbal consent before transferring: "Is it okay if I connect you with a licensed Medicare specialist right now?"
🎯
Stay on briefly after connecting. A quick "I'm transferring [NAME] — they have Medicare A&B, are dual eligible, and live at home" sets the specialist up perfectly.
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If customer hesitates to transfer: "They won't enroll you in anything today — they'll just go through what you qualify for. No obligation."
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