Getting started
About Spark
AEP 2026
Onboard to our platform
La Plataforma en Español
Spark Support TeamsThe Spark platform
Platform Features
Quote & Enroll
Marketing
Client Services
Client Retention
Record Your Calls
Platform ChangelogBack office
Finance & Commissions
Contracting
ComplianceCarrier Resources
Contacts & Events
Plans & Insights
Additional MaterialsTraining
Agent Training
Live trainingsResolving Prescription Issues in SunFire Before Quote & Enroll
Overview
When agents use Spark to initiate Quote & Enroll (Q&E) in SunFire, Spark checks the contact’s prescriptions against SunFire’s live drug catalog. If mismatches are detected, agents are prompted to resolve them before continuing. Our goal is to prevent missing medications, inaccurate drug costs, and rework by catching issues early.
Importance of Resolving Prescription Issues
Resolving prescription issues is vital in order to:
- Prevent missing drugs in quotes.
- Ensure accurate cost estimates for medications.
- Avoid plan selection errors, reenrollment, and client dissatisfaction.
- Reduce time-consuming rework and support requests.
When Does the Modal Appear?
You’ll see the Resolve Prescription Issues modal after clicking Quote & Enroll if any of the contact’s prescriptions don’t align with SunFire’s current drug catalog.
Common reasons for mismatches include:
- The drug name has changed or was edited.
- The drug has been discontinued.
- Dosage or packaging options are outdated or unavailable.
Modal Options
The modal lists each affected medication and presents agents with the following options:
- Edit: reselect the correct medication/dosage/package.
- Temporarily remove from quoting: remove the prescription from Q&E.
Once prescription issues are resolved, the agent proceeds to SunFire and the corrected list should appear in SunFire’s Medication section.
Step by Step Resolution Walkthrough
- Review flagged prescriptions in the modal.
- For each medication:
- Edit: Use search to find and select the correct drug, dosage, and package (e.g., bottle, tube).
- Temporarily remove from quoting: If no match is available, you can remove it temporarily. Confirm the prescription with the client.
- Once all issues are addressed, click Continue.
- Verify updated medications in SunFire under the Medications section.
Best Practices
The following are some tips for working towards resolving prescription issues:
- Confirm with the client before removing any prescription.
- Always double-check the medications listed in SunFire before finalizing the plan.
- If a match isn't available, reach out to the client to confirm their active prescriptions.