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I’m posting this here because it applies to Medicare recipients of both parts A and B.
I contact a lead today whose name is not grammatically gender specific. I reach the contact and learn in the first 60 seconds that this person is transitioning. The odd part is even with my questions I couldn't figure out which way. I believe however it's female to male.
Mentioned surgeries scheduled as I'm checking Dr. and meds.
Currently has just straight A and B with a D.
Carrier covered all Dr. aside from shrink, meds (27) all covered but 1 which was easily changed to something that would accomplish the same thing...I was about to complete the enrollment when that little voice in my head said stop.
During the entire 52 min conversation, this person is having a full-on conversation with their cat. Not a hey kitty kind of conversation, this was a full blown person talking asking questions and then said person responding in a cat voice....kinda.
There were 3 emotional (raised voice and crying) outburst during the initial plan review for various questions I was asking.
I handle every call the same. My voice inflection mirrors the prospect aside from points similar to the emotional responses. Those I maintain my cadence and plow through the challenge.
In the end, I opted not to write the MAPD.
The contact was under the impression that Medicare was paying for these procedures. 3 in total over the next year. An MAPD would have not approved this elective surgery and I didn't want a complaint to Medicare or the carrier.
How would you have handled this?
Interested in your replies.
I contact a lead today whose name is not grammatically gender specific. I reach the contact and learn in the first 60 seconds that this person is transitioning. The odd part is even with my questions I couldn't figure out which way. I believe however it's female to male.
Mentioned surgeries scheduled as I'm checking Dr. and meds.
Currently has just straight A and B with a D.
Carrier covered all Dr. aside from shrink, meds (27) all covered but 1 which was easily changed to something that would accomplish the same thing...I was about to complete the enrollment when that little voice in my head said stop.
During the entire 52 min conversation, this person is having a full-on conversation with their cat. Not a hey kitty kind of conversation, this was a full blown person talking asking questions and then said person responding in a cat voice....kinda.
There were 3 emotional (raised voice and crying) outburst during the initial plan review for various questions I was asking.
I handle every call the same. My voice inflection mirrors the prospect aside from points similar to the emotional responses. Those I maintain my cadence and plow through the challenge.
In the end, I opted not to write the MAPD.
The contact was under the impression that Medicare was paying for these procedures. 3 in total over the next year. An MAPD would have not approved this elective surgery and I didn't want a complaint to Medicare or the carrier.
How would you have handled this?
Interested in your replies.