Agent Quick Guide: Handling Pre-Enrollment Member Calls

This guide provides the simple steps, tools, and language to handle members calling to enroll ahead of their official launch date, ensuring they feel excited and supported.

STEP 1: Greet, Collect, & Check Status

Action	Tool / System to Check	Key Scripting & Mindset
1. Express Excitement	N/A	“That’s wonderful! We’re so excited you want to enroll. Let me check the details for you.” (Never say "We can't find you".)
2. Create Zendesk Profile	Zendesk	Gather identifying info and create a Zendesk profile immediately.
3. Check for Previous Contact	Genesys	For a returned missed call, determine the original organization and call campaign. This is done by searching External Contacts in Genesys or reviewing the member's contact history in Zendesk (ZD) for related tickets.
4. Check Eligibility Status	Eligibility File / B2B	Determine if the member is eligible now or if they have a known go-live date. (Remember to check CVS lookup for those orgs).

STEP 2: Action Based on Eligibility

Use the status found in Step 1 to determine the next immediate action:

If the Member Is...	Agent Action	Best Practice
Currently Eligible	Enroll them immediately.	This is a seamless enrollment experience.
Not Eligible Yet (Launch Date KNOWN)	Go to Step 3A: Schedule Callback.	This secures the member and sets a firm expectation.
Not Eligible Yet (Launch Date UNKNOWN)	Go to Step 3B: Use Follow-up Macro.	Directs the member appropriately and saves time for the agent.
Should Be Launched, but Status is Blank	Advise them to confirm details with Benefits.	"It looks like your organization should be live. Please contact your benefits provider* to confirm your enrollment access."*

STEP 3: Setting Clear Expectations & Follow-Up

A. Launch Date is Known

Action: Provide the launch date and offer to schedule a callback.
Script: "Your program officially launches on [Date]. I'd be happy to schedule a call-back for you on that date so we can walk you through the process together."

B. Launch Date is Unknown or Requires Member Action (Revised Macro)

Action: Advise them they are early, direct them to benefits, and send the follow-up communication.

Macro Verbiage (Email/Zendesk Follow-Up):

Macro Title:

Pre-Enrollment Excited Follow-Up

Subject Line:

Get Ready to Enroll With Vida!

Body:

"Dear [Member Name], Thank you so much for your enthusiasm and for reaching out today! We're excited to help you get started. Your official enrollment period has not quite launched yet. Enrollment timelines are set by your benefits provider, so we recommend reaching out to them directly to confirm your program's exact start date. We look forward to welcoming you soon! Sincerely, Vida Health Support Team

🔥 Critical Note: Always ensure the member leaves the call with a specific next step (a date, a callback, or a contact for their Benefits team), never just a rejection.

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