Ask The Experts

Last year, we kicked off our “How we can help” campaign, highlighting the personalized solutions we offer our brokerage and distribution clients. This year, we want to dive even deeper into our Superior Solutions model by providing handy tips and information for case managers.

This new series, “1-Minute Broker Tips”, offers quick tidbits of advice to assist brokerages improve applicant experience and increase placement rates. And to show how we can help you be your best, we’ve sought out one of our best to guide you through the process.

Morgan Van Lare, Business Development Executive, joins us over the next few weeks to talk about our commitment to becoming an extension of your team and working together to help you place more business.


PART 3: Tips on images, paperwork and medical records

Does ExamOne offer a delivery of exam images straight to the carrier? What’s the back-end paperwork process?

Yes, we do. Depending on your preferred workflow, ExamOne offers several different options for back-end process.

Once an exam has been completed and we receive the paperwork, as part of our ExamOne Superior Solutions process, all paperwork is reviewed for quality to ensure that by the time it gets to you, everything is in good order.

If you utilize ExamOne Imaging or Paperclip, you have the option to download the completed and quality-controlled exam paperwork into your imaging system to send to the carrier – saving you an extra step in the process.

 1-Minute Tip:

Utilize straight-through-to-carrier process* along with electronic Part 2 and electronic laboratory slips to save time.  Please don’t hesitate to ask us how each of these options might be a good fit for your business. (*Contact your ExamOne representative to see what carriers offer the imaging process.)

 Does ExamOne offer any alternatives for ordering health data or Medical Records?

If you find that you’re doing business on a more informal basis, check into using our real-time data solutions – ExamOne Risk Identifier for prescription history and clinical data, and ScriptCheck® for prescription history. These in-house, pre-underwriting tools will help with non-disclosures – intentional and non-intentional. Plus, it’ll save you time in identifying where to place the case.

While these data solutions may not always replace the need for medical records, it will help to identify cases that need more risk management resources – directly impacting the gathering of requirements and accelerating (significantly!) the underwriting process.

 1-Minute Tip:

To learn more about these solutions, check out these blog posts regarding Risk Identifier and Script Check. Our team would be happy to give you a demo of these tools in action.


PART 2: Tips on online lab results, ordering and scheduling

Morgan, explain how applicants can obtain their laboratory results online via Inside Look with ExamOne.

Many insurance carriers subscribe to our exclusive product called Inside Look Online. This valuable service allows for easy online access to laboratory results, helping applicants to stay informed about their health.

During the exam process, the examiner is instructed to provide the applicant with a brochure. This brochure contains the instructions on how to obtain their laboratory results on our website, as well as the corresponding barcode.

When you include your applicant’s email in the exam order, the applicant will also be notified by email and instructed on how to access their laboratory results.  These laboratory results belong to the applicant and will require specific instructions on how to access the results, but in some cases and if agreed to, applicants might be willing to share the laboratory results with you and the agent.

If you’re not sure which companies participate in Inside Look Online, reach out to our team for an informative guide and instructions for both you and the applicant.

 1-Minute Tip

Watch Inside Look video and share it with your agents and applicants.

Inside Look video

Inside Look testimonials

What are some best practices for ordering and scheduling an exam?

Generally speaking, best practices for ordering and scheduling exams will start with the agent and their client. When you are ready to order the exam requirements, follow these guidelines:

  • Recommend our applicant-dedicated website –MyExamOne.com – which includes instructions on how to prepare for the exam process
  • Place the order online (system-to-system or directly on website) and be sure to include the applicant’s email address
    • ExamOne will send applicant appointment reminders
    • We also use applicant’s email to send information on how to access Online Laboratory Results and post-exam survey feedback (optional)
  • Use the ScheduleNow™ tool
    • Ask your agents for 3 available dates/times (including weekend, evening and morning availability) prior to ordering the exam
    • Select an exam time based on your applicant’s preferred address from the ScheduleNow real-time appointment calendar
  • Or use applicant self-scheduling
    • If you are not provided with a day and time, engage the applicant with online exam self-scheduling through ScheduleNow. Provide us with the applicant’s email address when you place the order and we’ll send an email to the applicant with instructions on how to schedule their own appointment and prepare for the exam.
    • Please connect with your Sales Representative or Account Representative to activate the applicant self-scheduling option
 1-Minute Tip: 

If you have any rush requests, we always recommend contacting your dedicated Account Representative to assist once the order has been placed. Often, we’re able to accommodate rush requests as long as we know in advance the requested date and time, required services and location/address info. For best results, it helps to ensure that the order is already in our system.


Part 1: Tips on utilizing your dedicated support team

Morgan, how does ExamOne’s Superior Solutions help support and grow brokerage business?

Our ExamOne Brokerage team is aligned at the IMO/Marketing level – as well as regionally – to support our local markets and sales representatives across the country. The team is composed of 5 National Account Executives, each bringing a wealth of knowledge, background and expertise. All of us work together to provide strategy, solutions and alignment within the respective channels that we serve.

Our ExamOne Superior Solutions service model has been very successful with brokerages. The foundation of this service model is the dedicated Account Representative – a single point of contact, providing customer service and case management support no matter where the exam is ordered.

1-Minute Tip:

Get to know your team because we’ve got you covered on all levels. When you partner with ExamOne, you can rely on our team of experts to give you peace of mind:

Account Executive: oversees ALL ExamOne products and pricing – as needed – for parameds, APS, data products, customized workflows and service models, and integrations

Regional Account Manager: resource for implementation, reporting, onboarding, product setup and communications

Customer Service Supervisor, Team Lead and most importantly – the Account Representative: your dedicated point of contact for all paramedical exams and nationwide case management support.

Did you forget your Account Representative’s name? No problem – Contact our team and we’ll send you their contact card.

How do you make it easy for brokerage case managers to order exams?

Depending on your existing process, our team develops workflow options designed to cater to your agency’s specific needs. ExamOne is fully integrated with many of the larger agency management systems – and we make it easy to integrate with home-grown systems, too.

Our user-friendly website provides a simplified and easy- to-use process for:

-Ordering exams
-Scheduling and confirming appointments
-Diagnosing requirements
-Status updates and email notifications
-Obtaining paperwork in good order
-Convenient options to contact us

1-Minute Tip:

Ask for personalization. If there is a specific capability or agency setup you’re looking for, please don’t hesitate to ask!  We can securely set up your case management team to order exams, view status and receive notifications on behalf of other case managers in your organization. You’ll have a Professional Services team available at your fingertips – helping to drive a unique experience and leverage organizational expertise.

 

Morgan Van Lare, ExamOne Business Development Executive

Connect with Morgan and look out for more tips in her “1-Minute Tips” series.

Why should I outsource a contact center instead of hiring my own team?

Building and staffing a contact center can be costly, and set-up is extensive. Most contact center service providers are equipped to be reflexive for different types of clients and industries. Many offer consultative services to build a script and workflow that fits your business needs, which allows you to focus on your business while the contact center executes the outreach. Plus, if the contact center service provider has 24/7 capabilities, you can rest easy at night knowing your clients are taken care of by professionals day and night.

What kind of training do the call center specialists receive?

Call center professionals are first and foremost trained on customer service techniques, but they are also skilled at adapting to different business styles and requirements. ExamOne’s contact center aligns closely with you to develop specific training that accomplishes your business goals.

Do I need to build my own script and workflows?

Full service contact centers are consultative and work with you to develop a script that fits your business needs. They’ll talk through your goals and objectives for why you need a call center and listen to any specific needs and requirements relative to your industry.

What kind of reporting is available, and how do I receive it?

Full service contact centers will be able to provide a variety of reporting metrics that integrate with your systems for easy reporting. Some metrics we offer include:

  • Business dashboards for high-level productivity monitoring
  • Drill down reports to help you dive into the details
  • Ad-hoc or custom reports
  • Raw data exports for further in-house refinement

With ExamOne, you can also leverage our extensive data mining platform to supplement telephonic interviews. Gather comprehensive profiles with attending physician statements, prescription history, laboratory testing history, motor vehicle reports, and more.

What kind of technology does ExamOne use in its call centers?

ExamOne contact centers utilize the industry’s latest technology to provide the most efficient service to you and your clients. We are TCPA- and HIPAA-compliant, and SOC 1, type 2-certified. Our advanced call management system is equipped to handle campaign logistics for any client, and workforce management utilities provide real-time queue monitoring and reporting.

How do I start?

Contact us to have a more detailed discussion about how ExamOne can support your organization.

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Ask the Expert: ExamOne.com online ordering

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Our online ordering system is designed to simplify the ordering process, improve efficiency for your office and personalize the site for your needs. This tool was designed to help you manage your cases easier, save you time throughout your day and speed up the time it takes to order requirements. Below are some of our […]

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Ask the Experts: Why A1c is the gold standard of diabetes testing

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November is National Diabetes Month. Earlier this year we became the first laboratory in the insurance industry to update our insurance profile to include HbA1c (commonly referred to as A1c) testing for all life insurance applicants. By upgrading to this test, we will help insurers identify more applicants who are either diabetic or who may […]

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Ask the Experts: Effective exam scheduling options with ScheduleNow

October 31, 2016 Ask The Experts

Is ScheduleNow available to all clients? All ExamOne clients can take advantage of ScheduleNow’s capabilities, national coverage, and flexibility. This tool is available for online users to schedule paramedical exams when submitting orders through our website and is used by our call center to schedule a paramedical exam at the end of the medical history telephone […]

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Ask the Experts: Ensuring quality throughout the applicant exam process

July 26, 2016 Ask The Experts

Do applicants prefer visiting a paramedical service center for the exam? Why? Your applicants made an important decision to protect the ones they love, and ExamOne wants to make the application and examination process as quick and easy as possible. As part of that commitment, ExamOne offers your applicants the convenience of real-time appointment scheduling […]

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Ask The Experts: Fasting and Specimen Transport

July 27, 2015 Ask The Experts

If an applicant does not fast before an exam, how will this impact their laboratory results? The only two results that will be impacted are triglycerides and glucose. Within three hours glucose should be normal; within eight hours triglycerides should be normal. What is the effect of a delayed specimen transport (from the time the […]

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