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Special programsAnnouncementsSpark Client Services
Let Spark’s team of healthcare experts help resolve many of your clients’ issues on your behalf.
Think of our Client Services team as an extension of your support team that helps your clients navigate their coverage. We'll handle all of your client requests – quickly, thoroughly, and always on behalf of your agency. We will help you get more referrals, retain clients, and give you peace of mind.
Team members of the Client Services team are referred to as “Navigators.”
How to contact the Client Services Team
Your active clients can reach out to Clients Services Team via phone at (855) 949-2097 or email help@sparkadvisors.com
Here’s an informative Client Services micro-site for you and your clients: https://www.tryspark.com/
Agents should always communicate with the Client Services team members via Support Request. (Video Demonstration listed below)
Who we help: Active Clients vs Prospects
Who we help
Any Active Clients
- Billing issues - your client receives a bill from their provider visit and believes it should be covered
- Finding providers - a client needs to find a new PCPs that are in-network for their plan
- Appointment Scheduling - your client needs assistance to see a provider
- Policy Coverage Research - a beneficiary needs clarification on what their policy covers
- Getting help covering drug costs - a beneficiary needs support in applying for additional support beyond their Medicare coverage
Outside of Scope
Any prospects you are working on enrolling
- Assisting agents with prospects
- Pre-Enrollment questions
- Platform Support
- Inbound phone/email inquiries from agents
- Creating Support Requests on behalf of agents from emails
How to Submit a Support Request:
Next Steps for Clients
Agents can inform their clients the following:
- Agent’s clients will receive correspondence from the following places:
- (855) 949-2097
- help@sparkadvisors.com
- Agents should tell their clients they will receive follow-up within 1 to 2 business days
- Agents can monitor and communicate with the client services team on the Support request ticket that has been created in their account.
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Service Limits
- We operate this service at no cost — and agents love it! To ensure that we’re able to serve all agents, we have a maximum annual limit of 50 free support requests (we start counting on Jan 1).
- You will be notified by Spark upon reaching 45 support requests. You will have the option to add another batch of 10 support requests for $300. You cannot buy partial support requests, such as purchasing 5 for $150, but you may purchase in increments of 10 (e.g. 50 for $1,500).
- Note: if a client calls Spark and the issue cannot be resolved on the phone and requires a follow up, we will create a support request that counts towards your 50 limit balance.
- If the issue can be resolved on the phone, we do not count the support request regardless of how long the call takes.
About Our Team
- All Navigators are U.S.-based with prior experience in customer service and/or related healthcare roles
- Training is 3 weeks, followed by an introductory period of 2 weeks during which a new Navigator is partnered with a tenured one. Detailed team training points can be found below.
- We have a rigorous QA process, randomly selecting calls and scoring them on a rubric that considers information accuracy, attitude & tone, and client satisfaction.
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Client Services Protocols and Practices
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Guide to Client Services Training Session
FAQ
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Process and Procedures
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