Call Center Entry & Script

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Hello, this is _____ with Indicaid Tests by iOpen. Are you calling about the Covid Test program today?

Insurers cover up to 8 at-home COVID-19 tests per person monthly. You must have Major Medical Insurance like Aetna, Blue Cross and others or an HMO like Kaiser or Humana to participate in the program. Also Medicare Gap and Advantage plans qualify. Do you have medical insurance like this?

IF NO INSURANCE: Sorry, but you do not qualify. We will be offering tests for purchase at a greatly discounted price soon. Would you like to be notified when this option becomes available?
(if wants to be notified, get contact info and submit with Insurance = No Insurance, Policy # = NA and Notes = Buy Online)

IF YES INSURANCE:
Great, I can help get your order placed right now and it’ll take just 3 or 4 minutes. You will need to have your insurance information available, so please get that prepared while we go through this.

Are the tests for yourself or somebody else?

IF TESTS NOT FOR CALLER:
We help process orders for relatives or patients of caregivers all the time. We can still process this request, but before completion, we will need to get the recipient on the phone as well to confirm the order intent. Will that be possible?

IF TESTS FOR CALLER:

Great. Let’s get started with basic information. (begin to fill out form)

GET CONTACT & SHIPPING INFO:

First I need to get your Name that it is identical to the way it appears on your insurance card – Do you have your card with you ? We need to match it exactly otherwise your order could be refused.

Okay, now what is your email?

And what is the best Phone Number to reach you if we have any additional questions after we try to process your order?

Now I need a shipping address, which needs to be a place where somebody can sign for the shipment:

street address  – repeat with spelling

street address – 2^nd line

city, state & zip – repeat with spelling

GET REQUIRED INSURANCE INFO:

Now let’s get your insurance information.

First, what is your Date of Birth?

And who is your Insurance Carrier? Like Aetna or Cigna for example.

IF MEDICARE: “We do not accept Medicare, but if you have a Medicare Advantage or Gap plan administered by an Insurance Carrier, we can bill through them. Do you have a Medicare Supplement plan?”

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GET INSURANCE CARD INFO:

Now we will need your Insured ID Number, otherwise known as your Member ID or Policy #. Do you see that on your Insurance Card

SEE EXAMPLE INSURANCE CARDS AT BOTTOM OF PAGE IF NECESSARY

Do you have your card handy – we need to be absolutely sure the information is correct.

Wait for response – (Yes/No)

Okay – your Insured ID or Subscriber or Customer ID is?

And is there a Group number? What is that?

Thank you – as you are probably aware if any of this information is incorrect your order will be denied.
The benefit of the program is to provide you with the COVID RT test kits and allow you to avoid completing any of the paperwork with INSERT INSURANCE COMPANY NAME.

Now I am going to go over the consent information, but before we do that, can you tell me which of the following Reasons best describes why you are interested in receiving these Covid Tests

– Experiencing symptoms
– Exposed to someone with Covid-19
– Live or work in congregate setting
– Attend School / Children attending School
– High-Risk”>High Risk or Underlying Conditions
– Age 65 or Older
– Been exposed to a large group of people
– Asked to get tested by healthcare professional
– Asked to get tested by a contact investigator
– Asked to get tested by a public health department
– Other (Please enter Notes)

Now I need to go over your Consent.

• You have not made an insurance claim for COVID test kits in the last 30 days or requested these test kits from any other source at this time ?
• You are making this request on behalf of yourself and not anyone else. The test kits are for your personal use – correct ?
• The insurance information you have provided is accurate, and you have not intentionally provided any false information – correct ?
• You are authorizing iOpen to send you 8 Home Covid RT Test Kits and complete the paperwork for your insurance benefit with ___INSERT___ – correct ?

Great. Now I will attempt to submit your information.

IF UNSUCCESFUL, read error message and fix any issues.

IF SUCCESSFUL: Your test kits will be ground shipped and you will receive them in 5-15 days.

Just so that you are aware a signature will be required and this is a monthly benefit until you opt-out. You can cancel your repeat order anytime by emailing support@iopenworld.com, okay?

Again my name is ___________ – Thank you and have a wonderful day!!

____