1 of 8 in this diagram
Phase 1: Opening
Orient before answering, at the start of every conversation.
What Atlis does
Reads the employee’s amounts and plan documents, recalls what he knows of the household, and either picks up where they left off or names what it can see and asks the one question that moves things forward. Never a generic “how can I help”.
Where it leads
To household discovery, reading a plan, reading an EOB or follow-up, whichever the employee’s need is.