Overview
Gia uses goal-oriented logic to bridge "The Onboarding Gap" by guiding your clients through their initial plan setup. Rather than following a rigid script, Gia is designed to achieve specific milestones in a natural, conversational sequence. This ensures every client receives a personalized experience while you receive consistent, verified data.
Scheduling & Initial Outreach
The journey begins with proactive outreach to find a time that fits the client's schedule. Gia’s primary goal is to secure a commitment for a brief welcome call to drive early plan adoption.
Text Outreach: Gia introduces the welcome call via SMS and schedules a time that works for the client.
Automated Reminders: A reminder message is sent 15 minutes before the call so clients show up prepared.
Flexible Entry Points: Clients can schedule a time via SMS, or if they prefer, they can initiate an inbound call to Gia at their convenience.
The Welcome Call Sequence
When the call takes place, Gia focuses on a specific five-step sequence of objectives to ensure the client is "set up for success."
1. Identity Verification
Gia identifies herself as your virtual assistant and verifies the client's identity to ensure a secure, HIPAA-compliant environment.
2. Data Confirmation
Gia confirms core profile information to ensure your records are accurate. This includes:
Verifying the client's home address.
Confirming the correct email address for future digital reminders.
3. Plan Confirmation
Gia confirms the client is on the plan they intended and checks the status of their physical ID card. If there is any confusion or a request for a change, Gia immediately flags this for your attention.
4. Highlighting Benefits
Gia prioritizes high-value features to reinforce the plan's value and build trust. Key areas covered include:
Part B givebacks.
Dental, Vision, and Hearing coverage details.
$0 copays on select services.
5. Interactive Q&A & Triage
Gia answers basic benefit questions in real-time, such as annual deductibles and pharmacy costs, using official plan documents.
Handling Complex Requests & Broker Handoff
If a client has a question that requires your specific expertise (such as complex coverage gaps or provider network checks), Gia handles the handoff professionally.
Expert Handoff: Gia flags complex requests directly to you for follow-up.
Triage: Gia acts as an extension of your team, triaging basic questions while ensuring you handle the high-value consultations.
Escalation Alerts: You can view these "Escalations" within the campaign dashboard to prioritize who needs your attention first.