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    [ARCHIVED] Spark Help Center (VISIT https://help.sparkadvisors.com/en/)
    [ARCHIVED] Spark Help Center (VISIT https://help.sparkadvisors.com/en/)
    Client Services

    Client Services

    Getting started

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    Spark Client Services

    Let Spark’s team of healthcare experts help resolve many of your clients’ issues on your behalf.

    Think of our Client Services team as an extension of your support team that helps your clients navigate their coverage. We'll handle all of your client requests – quickly, thoroughly, and always on behalf of your agency. We will help you get more referrals, retain clients, and give you peace of mind.

    Team members of the Client Services team are referred to as Navigators.

    Contacting the Client Services Team

    If you want to contact Client Services as the agent, please submit a support ticket for your active client.

    Who we help: Active Clients vs Prospects

    Who we help

    Any Active Clients

    • Billing issues - your client receives a bill from their provider visit and believes it should be covered
    • Finding providers - a client needs to find a new PCPs that are in-network for their plan
    • Appointment Scheduling - your client needs assistance to see a provider
    • Policy Coverage Research - a beneficiary needs clarification on what their policy covers
    • Getting help covering drug costs - a beneficiary needs support in applying for additional support beyond their Medicare coverage
    • Medicaid Status - we can facilitate calls and check the status of applications, as well as help navigate the next steps.
    • Updates- we can assist with updating medications, pharmacies, and providers in the platform.

    Outside of Scope

    Any prospects you are working on enrolling

    • Assisting agents with prospects
    • Pre-Enrollment questions, including lookups on the MARx system
    • Platform Support
    • Inbound phone/email inquiries from agents
    • Creating Support Requests on behalf of agents from emails
    • We do not assist with “Plan Research”

    How to Submit a Support Request

    Next Steps for Clients

    Agents can inform their clients of the following:

    • Agent’s clients will receive correspondence from the following places:
      • Call: (346) 771-9967
      • Text: (855) 949-2097
      • Email: help@sparkadvisors.com
    • Agents should tell their clients they will receive a follow-up within 1 to 2 business days.
    • Agents can monitor and communicate with the Client Services team on the Support request ticket that has been created in their account.
    • Your active clients can contact the Client Services Team at (346) 771-9967 or email help@sparkadvisors.com.
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    Agents can email their clients the following:
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    Agents can provide Spark Partnership Letter to Clients as an introduction to the Client Services Team (see below).

    Service Limits

    • We operate this service at no cost — and agents love it! To ensure that we’re able to serve all agents, we have a maximum annual limit of 50 free support requests (we start counting on Jan 1).
    • You will be notified by Spark upon reaching 45 support requests.
      • You will have the option to add another batch of 10 support requests for $300.
      • You cannot buy partial support requests, such as purchasing 5 for $150; however, you may purchase in increments of 10 (e.g. 50 for $1,500).
    • Note: If a client calls Spark and the issue cannot be resolved on the phone and requires a follow-up, we will create a support request that counts towards your 50-limit balance.
      • If the issue can be resolved on the phone, we do not count the support request regardless of the length of the call.

    About Our Team

    • All Navigators are U.S.-based with prior experience in Customer Service and/or related healthcare roles.
    • Training is three weeks, followed by an introductory period of two weeks during which a new Navigator is partnered with a tenured one. Detailed team training points can be found below.
    • We have a rigorous QA process, randomly selecting calls and scoring them on a rubric that considers information accuracy, attitude & tone, and client satisfaction.
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    Team training
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    Sample calls
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    Snapshot of our learning library

    Client Services Protocols and Practices

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    Click the arrow to learn more about how our team works with your clients.

    Guide to Client Services Training Session

    FAQ

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    What types of questions will your Navigator team support? What will they send back to me?
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    If I am away on vacation or for another reason can my clients reach out to Client Services directly?
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    What is the expected follow-up time for Support requests?
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    What are the working hours for the Client Services Team?
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    What languages can the Client Services support?
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    Can the Client Services team help compare plans for my client?
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    Can the Client Services team help me verify if my client is eligible for a SEP?
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    Will the Client Services team verify if my client is on Medicaid?
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    What types of questions will your Navigator team support? What will they send back to me?
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    If I am away on vacation or for another reason can my clients reach out to Client Services directly?

    Process and Procedures

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    When will the Client Services Team change a ticket as resolved?
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    What is the expected follow-up time for Support requests?
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    Will the Client Services team make a three-way call to the carrier with my client? A provider?
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    Can I three-way call into Client Services with my clients to introduce them to the service and help them get help?

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    Client retention

    • Spark Client Services
    • Contacting the Client Services Team
    • Who we help: Active Clients vs Prospects
    • How to Submit a Support Request
    • Next Steps for Clients
    • Service Limits
    • About Our Team
    • Client Services Protocols and Practices
    • Guide to Client Services Training Session
    • FAQ
    • Process and Procedures
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