Health Center Fronter Script – 10.31.22
Section 1: Opening:
“HI (First Name)! This is the HealthCenter. I'm calling on a recorded line in regards to NEW
AFFORDABLE HEALTH PLANS. Are you insured now?”
(If they say NO, go to SECTION 2. If objection or they say YES, REBUTTAL)
Rebuttal 1) “You’re the 10th person to call me”
“That’s great! My company works with insurance agencies that can show you ALL the plans you
qualify for. They’ll be able to go over your OPTIONS and find the BEST plan FOR YOU for the BEST
PRICE. Are you insured now?”
Rebuttal 2) “I’m not interested anymore”
“I see that, but Listen-I know if I can save you money its worth a few minutes of your time, this will
only take a second are you insured now?”
Rebuttal 3) “That was weeks ago!”
“I see that, the reason for my call is that right now you may qualify for more affordable Health Plan
Options, are you insured now?”
Rebuttal 4) “I already have insurance.”
“Okay, I have options that can help you save money. How many people are on your current plan?” (If
objection, use Rebuttal Pattern 2-3-5, then go to Section 2)
Rebuttal 5) “Can you call me back?”
“I understand, but this is really important-let’s go over this now! I know if I can save you money. It’s
definitely worth a few minutes of your time are you insured now?”
(Never set CB’s in the opening)
Rebuttal 6) “Is this ObamaCare?”
“Agencies work with many plans in your state, it depends on what works best for you, but first……”
(Go back to the question you need answered in order to move forward)
Rebuttal 7) “How did you get my phone number/contact information?”
“You submitted an online application for healthcare, and we have options that can help you save
money are you insured now?”
Rebuttal 8) “Where/Who are you?”
“I am with THE HEALTH CENTER and our corporate offices are located in Florida, however we have a
national presence. Are you insured now?”
Rebuttal 9) “Customer asks a Buying Question.”
“That’s a great question, I have you matched to a licensed agent who can answer all your questions,
but first…” (Go back to the question you need answered in order to move forward)
Rebuttal 10) “I don’t want to be recorded!”
“I understand. Calls are recorded for Compliance and Training purposes. We can help save you money.
Are you insured now?” or (Go back to the question you need answered in order to move forward)
Section 2: Qualifying:
MEDICARE & MEDICAID: “Great! And are you currently on Medicare or Medicaid?”
(IF YES, GO TO “MED BONUS TRANSFER”. If NO, GO TO “SURGERY & PREGNANCY”)
SURGERY & PREGNANCY: “OK! There are some great health plans available that a licensed agent will
help you with today. Do you have any upcoming surgeries or are you looking to cover pregnancy with
your health plan?”
(IF YES, SET FORM TO “SILVER” AND GO TO “TIME TO TALK”. IF NO, SET FORM TO “GOLD” AND GO TO
“TIME TO BEGIN COVERAGE”)
TIME TO BEGIN COVERAGE: “Sounds good. Are you looking to begin coverage within the next 30
days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT. IF UNSURE, USE CLOSING
REBUTTAL)
Closing Rebuttal: UNSURE/MAYBE TO 30 DAYS:
“Okay, if we are able to help you find a health plan that meets your needs, are you looking to begin
coverage in the next 30 days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT.)
TIME TO TALK: “Got it, I have an agent ready to help you find a new affordable health plan. Do you
have time right now to speak to a Licensed Agent?”
(MUST BE YES – IF YES GO TO “TRANSFER”. IF NO, SCHEDULE CALLBACK.)
Closing Rebuttal: HOW MUCH TIME/HOW LONG WILL THIS TAKE:
“That's a great question. It usually takes a few minutes to receive a quote and compare options. Do
you have time right now to speak with an agent to find out more?”
(MUST BE YES – IF YES GO TO “TRANSFER”. IF NO, SCHEDULE CALLBACK.)
CALLBACK: “I would be happy to call you back (First Name). When will be the best time to contact
you?”
(SCHEDULE CALL BACK)
TRANSFER: “GREAT! I’m getting an agent on the line now. I’ll be staying on the line with you so I can
make a Quick Introduction, OK? Hold-on for just a moment.”
*HIT TRANSFER CALL*
(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)
Small Talk If Transfer is taking longer than 10 seconds (Hold Music or Ringing):
Option 1) “I am still on the line with you, sounds like a busy day.”
Option 2) “The Agent will be with us shortly – I am staying with you until they answer.”
HANDOFF: “Hi, I have (customer name) on the line. You’re in good hands, I’m getting off the line
now.” (CLICK “Leave Conference Call”)
KNOCKOUT: “Unfortunately, I can’t help you past this point. I wish you the best of luck. Have a great
day.” (END CALL)
Medicare Bonus Transfer
MED BONUS DISABILITY: “Since you are on Medicare or Medicaid, are you currently receiving any
disability insurance?”
(MUST BE YES – IF YES, GO TO “MED BONUS TRANSFER”. IF NO, KNOCKOUT.)
MED BONUS TRANSFER: “Okay {First Name}, and just to confirm, it sounds like a traditional health
insurance plan wouldn’t be the right fit for you. However, there are coverage options through
Medicare Advantage plans that often have little to no premiums. I’m going to go ahead and connect
you with a company we work with that can give you more information about these plans, OK?”
*HIT TRANSFER CALL*
(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)
MED BONUS REBUTTAL: UNSURE/MAYBE/CONFUSED
“I understand {First Name}, based on the information provided these little to no cost plans are truly
your best option. Also, many of these plans include dental, hearing, vision, AND prescriptions! I’m
going to get you over to a company we work with, OK?”
(MUST BE YES – IF YES, GO TO “HANDOFF”. IF NO, SET CALLBACK.)
HANDOFF: “Hi! I have (Customer Name) on the line and they are looking for Medicare Coverage.
(Customer Name), you’re in great hands, I’m getting off the line now.”
(CLICK “Leave Conference Call”)
KNOCKOUT: “Unfortunately, I can’t help you past this point. I wish you the best of luck. Have a great
day.”
(END CALL)