Slide presentation from the 6.18.15 Aetna Ascend VSO training.

1. Ascend Virtual Sales Office
© 2014 Ascend
Welcome! We will begin shortly.
In training today, PLEASE DO NOT
SUBMIT ANY APPLICATIONS

2. Today’s Agenda
• Introduction
– Margaret Isham, Account Manager –
Bloom Insurance Agency
• Enrollment Tools Overview
• Ascend Virtual Sales Office Training
– Felicia Papier, Account Manager
• Electronic Enrollment Process
– Todd Brooks, Medicare Market Head of Sales, Great Lakes and
Show Me Region

3. Housekeeping
• Technical support for GoToWebinar– contact Citrix Customer Care at 800-263-
6317
• If technical assistance is needed for Ascend during the webinar, please contact
the Ascend Help Desk at 866-338-7772
• Today’s webinar is recorded
• Questions? Please type them in the box provided on the right of your screen.
They will be addressed at the end as time allows.
• In training today, PLEASE DO NOT SUBMIT ANY APPLICATIONS
• Please fill out Evaluation at the end!

4. Enrollment Tools Overview
2015

5. 2015– What is Different
• POET and the Aetna iPad are no longer available
• 2015 Effective Sales – Electronic enrollments will
ALL go through Ascend
• 2015 Effective sales show ALL plans available in a
zip code, not just Coventry or Aetna, but both
– In cross-over markets you are able to see all products for that zip
code on one page.
– Separate enrollment sites are not needed
– The correct number (AWN or NPN) auto-populates into the
enrollment form based on the product chosen.

6. Ascend Virtual Sales Office App
Let Ascend empower you.

7. Ascend Platforms
• iPad platform
– iPad 2 or later model running iOS7 or later version
• Windows platform
– Windows 7 or later (not Vista or XP)

8. What Your Peers are Saying
• Agents like using Ascend because it is:
– Easy to use
– Convenient with everything housed in one place
– Gives immediate confirmation of enrollment which
provides peace of mind
– Faster application turnaround resulting in members
receiving their ID cards faster
– Paperless
– Removes administrative time faxing and filing apps
– Provides increased efficiency, accuracy and
compliance
– Makes agents appear more professional to clients
– Allows time to fit more appointments in one day
(approx 1 per day)

9. Success Stories from the Field
• “Enrolling members
online has cut down on
the processing of my
applications by a
WEEK.”
• “I log into Ascend
every day. I really like
doing the online
enrollments because
it’s so much faster.”
• “I am amazed at how
fast members are
getting their ID cards.”
• “Using the iPad to do
online enrollments is
really easy, and Ascend
is very user-friendly.
You just have to get
started using it, and
once you do it’s really
easy.”

10. Request an Ascend license today!
Call the Brokers Services Department
at 866-714-9301

11. Ascend Virtual Sales Office Training
© 2012 Ascend
How Ascend will Help You

12. Training Goals
• Become familiar with the Ascend Virtual Sales
Office (VSO) and how it will serve your work in
the field.
• Learn the primary functions of Ascend that you
will need to know.

13. Training Agenda
• Introduction to Ascend
• How Ascend helps you achieve your goals
• Features and benefits of Ascend
• Navigating Ascend

16. Field Sales Agents
• Goals
• Success = good service
– Manage information
– Correct application process

17. I know! I can’t
find that rate
sheet!

18. Protection from complaints
• Members accuse agents of misrepresenting
plans
• Your word vs. theirs

19. Streamline
what you do

20. What is the Ascend Virtual Sales Office?
– A high-powered, professional tool
– Online quoting and application capabilities
within an easy-to-follow workflow

22. Ascend VSO Features and Benefits
• Keeps you connected and in the loop no
matter where you are:
– Automatic uploads and downloads of
important meeting information.
– Have the most up-to-date info when you
need it.
– Some functionality available in Ascend even
when there is no WiFi or 3G/4G/LTE signal.

23. Ascend VSO Features and Benefits
• Enhances your sales presentations
– Sleek appearance and intuitive screen
formats.
– Easy to navigate.
– Contains all the resources you need:
• benefit summaries, rate schedules, comparison
charts, videos and web links.
– Professional display that can be magnified for
easier visibility.
– Fill out application with prospect and e-file on
location.

24. Ascend VSO Features and Benefits
• Increases productivity and profitability
– e-filed applications
– more opportunities for sales, clean applications, and
quicker turnaround times.
• Provides a record of accountability*
– Secure recording of your client interactions
– Safeguards you against client complaints and
questions of non-compliance
*iPad only at this time

25. Ascend Virtual Sales Office App
© 2012 Ascend
Navigating Ascend

26. Before Getting Started
• If you are using VSO on an iPad, check the
following settings (using iOS7):
1. Location Services: ON
2. Microphone setting: ON
3. Dictation Key: OFF

27. Location Services (iOS7)
Location Services >On.
Enable the Location Services on iOS7.
Settings > Privacy >

28. Microphone Setting (iOS7)
Enable the Microphone Setting on
iOS7. Settings > Privacy > Microphone
> Ascend > Enable.

29. Turn off otherwise it can cause recording to
stop.
On iPad 3, go to Settings/General/Keyboard/Dictation and
turn off.
On iPad 4, go to Settings/General/Siri and turn off.
*Note: Does not apply to iPad 2—function not there.
Dictation Key*

30. Downloading Ascend
Go to the Ascend Real-Time Manager
(ARM) site:
www.arm.ascendproject.com
(from iPad if you are using the app or
PC if you are using Windows version)
Enter Username and
Password here to Sign in

31. Downloading application updates
Tap on Download and
then ‘Install’ for Ascend
app on iPad and…
…also for the User Guide
NEW Ascend
Windows version.
Download to PC or
device operating
Windows.

32. Navigating Ascend

33. Navigating Ascend
WiFi Signal noted here.

34. Navigating Ascend
3G, 4G or LTE signal
shown here. Signal
strength is indicated by
number of bars (1-5).

35. Navigating Ascend
Battery icon:
displays % battery
power remaining.

36. Navigating Ascend
Current software
version. Required when
getting tech help.

37. Navigating Ascend
Tap on field to bring up
keyboard to enter
username and password.
Forgot password? Tap
here and follow reset
instructions.

38. Navigating Ascend
Enter Ascend email
address and tap ‘Send.’

39. Navigating Ascend
This message indicates you
have a link in your email
inbox. Open the email and
follow the link.

40. Navigating Ascend
Enter new password, re-
enter to confirm, then
tap Reset Password.

41. Navigating Ascend
Name of agent logged in
Settings
Access Messages
Upload meeting recordings
Refresh Messages
Access Resources

42. Navigating Ascend
Change Password:
•Can do anytime
Availability: relates
to receiving leads
but not active in
your organization

43. Navigating Ascend
Tap here and you
will go to password
reset screen.

44. Navigating Ascend
Tap here and you
will go to password
reset screen.

45. Navigating Ascend
Navigating Ascend
Sign out:
Signing out will shut down
the Ascend application on
your iPad.
You will be asked to
confirm that you are
ready to sign out.

46. Navigating Ascend
•Tap Next button to move to
next note, or
•Swipe finger across screen
Messages:
•Sent by administrator or
manager.
•Marked with published
and expiration date.

47. Navigating Ascend
Message Acknowledgement:
•Messages contain important
and timely info.
•Tap acknowledgement that
you have read BEFORE you
can start new meeting.

48. Navigating Ascend
Refreshing Messages:
This icon refreshes your iPad
with any new messages
received.

49. Navigating Ascend
Resources:
•Documents, videos, web links
sent by administrators.
•Documents are Read-only.
•Accessed by tapping folder icon.
•Page-turn function same as in
messages.

50. Navigating Ascend
Recordings:
•Tap on icon to see list of
recordings you have to upload.
•Limit on number of recordings
that can be stored before you
must upload.
•Once limit reached, you must
upload before next meeting.
•Upload can be done on WiFi or
3g/4g/LTE connection.
•To upload over cellular
service, turn button on in
Settings>Ascend

51. Navigating Ascend
You can start a
meeting from Leads
page here, or…
…from Let’s Get Started
button here

52. Navigating to Leads
Tap Leads

53. Leads List
Tap here to search Leads
Tap ‘+’ to Add a Lead

54. Adding a Lead
Tapping the ‘X’
exits the Lead
without saving
changes
When you are
finished, Tap the
‘Checkmark’ to Save
Tap on each field to enter
prospect information

55. Changing Lead Status
Select a Lead Status
Amend Lead Status here

56. Deleting a Lead
Delete Lead:
•Swipe right to left and tap
on ‘Delete’
•To remove ‘Delete’ button,
swipe opposite direction
Return to Leads list here

57. Navigating to Notes/Meetings
Swipe anywhere from
right to left to
navigate to Notes and
Meetings screen
Lead Source auto-populates
Tap to Edit Lead information

58. Actions Screen
Tap on ‘Notes’

59. Adding a Note
To add a Note, tap
on the ‘+’ sign

60. Making a Note
Double tap to raise
keyboard and begin
typing.
Tap ‘Save’ when done

61. Reviewing a Note
Review note.
Double tap to edit.
Tap on arrow to return to
Actions screen.

62. Actions Screen
Tap on ‘Meetings’

63. Review Meeting History
Review meeting
history. This is not
editable.
Tap on arrow to return to
Actions screen.

64. Starting a Meeting from Leads
Tap on Start
Meeting to begin.
Tap ‘Yes’ to proceed;
tap ‘No’ to cancel.

65. Recording a Meeting
Recording
Disclaimer:
•After securing
agreement,
tap “Agree” to
start recording

66. Navigating Ascend
You can also start a meeting from the
Messages screen. Tap the “Let’s Get
Started” button.

67. Navigating Ascend
Tap here to Start and follow the
same process as in the Leads
view

68. Navigating Ascend
Recording
Disclaimer:
•After securing
agreement, tap
Agree to start
recording
•If not using
recording
functionality, tap
“Do Not Agree”

69. Client Information screen
Client Information:
•First name, last
name, zip code and
phone number are
required fields. Tap on ‘Next’ to
access online
enrollment tool
Tap on figure to access
existing leads

70. Navigating Ascend
After tapping ‘Next’ the Profile
Page appears. Navigate to:
- Compare plans
- Review results
- Refine search according to
the prospect’s wants/needs.

71. Navigating Ascend
Hide Resources: Tap to hide
the Resource bar on left if you
want full screen to show plan
information.

72. Navigating Ascend
Show Resources: Tap to make
Resources section reappear

73. Navigating Ascend
Zoom out (-)
Zoom in (+)

74. Navigating Ascend
All resources can be
accessed here. Tap on a
Folder to find a resource.

75. Navigating Ascend
To email document,
tap on envelope

76. Navigating Ascend
Fill out body of
email, hit Send.

77. Navigating Ascend
Video controls
Play/PauseRewind
Fast Forward
Video Progress Bar
Done: Tap to exit video
Volume

78. Navigating Ascend
Begin here to fill out
application and follow
through each section
and submit when
complete (ONLY WITH
REAL CUSTOMER!)

79. Navigating Ascend
End Meeting Tab:
•Access to dispositions when
you are ready to end meeting.

80. Navigating Ascend
Meeting Disposition:
•Tap on “End Meeting” tab.
•Dispositions will appear

81. Navigating Ascend
Meeting Disposition:
•Select appropriate
disposition.

82. Navigating Ascend
End Meeting Confirmation:
•‘Yes’ ends meeting and
recording if you are recording.

83. Navigating Ascend
Special Instructions for
these dispositions…

84. Special Meeting Dispositions
• “No Show,” “Cancelled,” or “Rescheduled” all
indicate a scheduled meeting did not occur.
• You can quickly skip through most of Ascend’s
meeting steps to select one of these
dispositions.
– Sign in as though a meeting was occurring.
– Tap “Do Not Agree” to the recording request question.
– On the Client Information screen, enter the client’s
name, ZIP code, phone number. Tap on “NEXT” button
– On the quote engine screen tap “end meeting.”
– Tap the appropriate disposition code, either “No
Show”, “Cancelled” or “Rescheduled”
– Confirm ending the meeting. The Ascend system will
capture the meeting statistics.

85. Special Meeting Dispositions
• ‘Test’ disposition will be used for training
purposes.
• Always use this when you are conducting
practice meetings in Ascend.
• Follow guidance from your administrator
to help ensure that data collected is
accurate.

86. Navigating Ascend
Upload the Recording:
•Tap on “Upload” icon.
•Recording is uploaded.
•In-progress icon will display
upload process.
•“Completed” tag will appear
when upload complete.

87. Navigating Ascend
Upload Warning:
•Remember: to protect data, there is a limit set on the
number of recordings you can store.
•Warning message indicates reaching limit (10).
•System cannot start new meeting until upload is complete.

88. Navigating Ascend
Sign out under Settings:
•Tap on Sign Out icon.
•Tap on Confirm icon and
you will then be logged
off of Ascend.

89. Navigating Ascend
If a meeting from your
previous session was
not dispositioned, you
will be prompted to
disposition the meeting
upon your next login.

90. Navigating Ascend
Select the appropriate
disposition.

91. Offline Meetings
• When there is no WiFi or 3G/4G/LTE available,
conduct your meeting offline with Ascend,
keeping the following in mind:
– You will be able to:
• Record the meeting.
• Set the disposition of the meeting.
• End the meeting which will end the Recording.
• Capture client information, specifically ZIP
code, to allow you to move to the End Meeting
screen.
• Access Messages and Resources that have been
previously downloaded to your iPad.

92. Offline Meetings
 You will NOT be able to:
• Access the quote engine or web links that
require network connectivity.
• Access messages and resources that are not
yet downloaded.
• Prepare an enrollment application online.
That will also need to be paper-based.
• Upload your meeting recording until you have
Wi-Fi or 3G/4G/LTE connectivity.

93. Downloading application updates
Tap on Download to
download latest update

94. Downloading application updates
Ascend Real-Time
Manager (ARM)
Enter Username and
Password here to Sign in

95. Downloading application updates
Tap on Download and
then ‘Install’ for Ascend
app on iPad and…
…also for the User Guide
NEW Ascend
Windows version.
Download to PC or
device operating
Windows.

96. Agent ARM
Access to Lead Management
from a PC or iPad

97. Managing your Leads in ARM
• ARM is where you can download your AMA app
and also where you can easily manage all your
leads.
• We have learned how you can add, edit and
delete leads in AMA and see the meetings you
have had with a particular lead.
• In ARM, you can do all of these functions AND you
can see ALL your Meetings that you have had with
all your leads in one view.
• This lets you easily TRACK YOUR SALES!
• You can access ARM from your PC or your iPad.

98. Accessing ARM
Visit https://arm.ascendproject.com and log in.
Tap on ‘Return to ARM’ button to access Agent
ARM and manage Leads.

99. All Leads List
Under ‘Leads’ menu
option, select ‘All Leads’
or ‘Add a Lead’
This notification bar is
received after saving
changes to a Lead
View or Delete a Lead here

100. Filtering Leads
Filter Leads by Name, Status,
Source, County, State, Agent or
Date Created
Tap on the funnel icon under a
column; select a filtering
option to find leads quickly

101. Show Deleted Leads
Check the box to view
deleted Leads
Deleted leads are grayed out
Click ‘Undelete’ to
reactivate a Lead

102. Adding a Lead
Tap ‘Add Lead’ from the
sub-menu bar
Add new prospect info,
Tap ‘Add Lead’ to save

103. Amending an Existing Lead
Select an action from the drop down menu
Add a Lead Status here
Tap ‘Apply Changes’ to save
Scroll down to view
Notes & Meeting History

104. Adding a Note
Tap ‘Add Note’ to create a new Note
Type notes about the prospect
meeting; hit ‘Submit’ to save

105. Review Notes & Meeting History
View Lead info, Notes and Meeting
History all in one location
Edit or Delete Notes

106. Ascend Virtual Sales Office for
Windows
© 2012 Ascend

107. VSO for Windows
• You are now able to install the Windows
version of Ascend VSO on your PC.
• All of the same Ascend functions will be
available on the Windows platform
EXCEPT:
– You will not be able to record meetings
(at this time).

108. VSO for Windows
• The Windows version of Ascend VSO has a
slightly different look and feel since it is
running on a different operating system.
• You can download this program much like
you download the app.
• You can download on PC or Windows
based tablets.

109. Navigating VSO for Windows
Click on the
Ascend program
on your desktop.
Login with your
email username
and password.

110. Navigating VSO for Windows
Your first page is
the Messages
screen.
Click here to
refresh messages.
Click here to
Acknowledge that
you have read the
message.
Click here to
read next
message.

111. Navigating VSO for Windows
Click here to
open ‘Settings’
Availability relates
to receiving Leads
function which you
will not be using.

112. Navigating VSO for Windows
Click on ‘Change
Password’
whenever you
wish to do so.
Enter your new
password and
follow these
parameters.

113. Navigating VSO for Windows
Click here to
start a meeting.
Click on
‘Meeting’ to get
to this Start
Meeting screen.

114. Navigating VSO for Windows
Enter prospect’s
information on
this page.

115. Navigating VSO for Windows
This page will give you access
to all Aetna/Coventry products
and you will be able to do
enrollments right from here.
These browser
buttons enable
you to go back,
forward, leave
or refresh the
current web
page you are on.

116. Navigating VSO for Windows
If your quote screen does not
open, go to Settings/Browser
Settings. Set to ‘On’ and start
new meeting.
Leave Default
Browser ‘Off’
unless your
quote screen
does not open.

117. Navigating VSO for Windows
Click here to
open Resources.

118. Navigating VSO for Windows
Video controls
are located here.Volume control
is here.

119. Navigating VSO for Windows
Documents are PDFs so
you can scroll through…
…or you can hit Control
‘F’ on your keyboard to
bring up a key word
search.

120. Navigating VSO for Windows
Click here to End
Meeting and select
a disposition.

121. Navigating VSO for Windows
Confirm that you have
selected the correct
disposition and click
‘Yes’ to End Meeting.

122. Navigating VSO for Windows
To exit the Ascend VSO
program, Click on
‘Settings’, ‘Sign Out’ and
‘confirm’

123. Practice to Perfect
• Remember the

124. Practice to Perfect
• Practice integrating this great new application
into your usual sales process.
• Practice opening Resources you need at the
right time in your presentation, like videos or
documents.
• Practice making these visible to your prospect.
• Practice the flow of your presentation and using
tools like emailing a document to prospect.

125. Tips for Success
• Create good habits:
– Log in to Ascend at beginning of the day and
periodically to check for messages.
– Check to see if your meetings are uploaded
before you go to next meeting.
– Upload recordings as regularly as possible.
– Keep your devices charged and ready for
meetings.
– Check your connectivity before you begin
meetings with your prospect.

126. Training Review
• Ascend will help you:
– Sell!
• Streamline all the tools you need.
• Have up-to-date info always at your fingertips.
• Enhance your sales presentation.
– Stay protected!
• Creates a secure recording that protects you.

127. Request an Ascend license today!
Call the Brokers Services Department
at 866-714-9301

128. Technical Assistance
Ascend Help Desk
Monday – Friday, 8am–5pm EST
During AEP 8am-8pm EST, 7 days
help@ascendproject.com
866-338-7772
REMEMBER, CONTACT BROKER SERVICES FOR
LICENSES

129. Conclusion
• Enjoy working with Ascend!
Instead of
this…
You’ll have
this…

130. QUESTIONS
And now…

131. Request an Ascend license today!
Call the Brokers Services Department
at 866-714-9301