Spark 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

If you want to reach out to Client Services as the agent, please submit a support ticket for your active client.

Agents should always communicate with the Client Services team members via Support Request. (Video Demonstration listed below)

https://player.vimeo.com/video/954848998?h=2136d8cb92&badge=0&autopause=0&player_id=0&app_id=58479

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
Medicaid Status - we can facilitate calls and check the status of applications, as well as help navigate the next steps.

Outside of Scope

Any prospects you are working on enrolling

Assisting agents with prospects
Pre-Enrollment questions, including lookups on the MARx system
Platform Support
Inbound phone/email inquiries from agents
Creating Support Requests on behalf of agents from emails
We do not assist with “Plan Research”

How to Submit a Support Request:

https://scribehow.com/shared/How_to_Create_a_Support_Request__lYMS7YIvRSahPHDby3uuoQ

Next Steps for Clients

Agents can inform their clients the following:

Agent’s clients will receive correspondence from the following places:
- Call: (346) 771-9967
- Text: (855) 949-2097
- Email: [email protected]
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.
Your active clients can reach out to Clients Services Team via phone at (346) 771-9967 or email [email protected].
Agents can email their clients the following:
Agents can provide Spark Partnership Letter to Clients as an introduction to the Client Services Team, below is the letter:

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.
Team training
Sample calls
Snapshot of our learning library

Client Services Protocols and Practices

Click the arrow to learn more about how our team works with your clients.

Guide to Client Services Training Session

https://vimeo.com/913051646/194b59003d?share=copy

FAQ

What types of questions will your Navigator team support? What will they send back to me?
If I am away on vacation or for another reason can my clients reach out to Client Services directly?
What is the expected follow-up time for Support requests?
What are the working hours for the Client Services Team?
What languages can the Client Services support?
Can the Client Services team help compare plans for my client?
Can the Client Services team help me verify if my client is eligible for a SEP?
Will the Client Services team verify if my client is on Medicaid?
What types of questions will your Navigator team support? What will they send back to me?
If I am away on vacation or for another reason can my clients reach out to Client Services directly?

Process and Procedures

When will the Client Services Team change a ticket as resolved?
What is the expected follow-up time for Support requests?
Will the Client Services team three-way call the carrier with my client? A provider?
Can I three-way call into Client Services with my clients to introduce them to the service and help them get help?