⚡ Prime Systems Command Center 2026

Administrative Maintenance Operations · Target: 95%+ BOB Retention

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Triple Maintenance Protocol

Every call executes all three operations in sequence:

1 AOR Verification
"Could you please confirm the National Producer Number on the 2026 enrollment matches [Agent NPN]? We need to verify the Principal Agent is correctly associated."
2 Authorized Rep List Update
"Please update the Authorized Representative list to remove any third-party agents. Only [Agent Name] should have administrative authority on this account."
3 Duplicate Mitigation
"Please check for duplicate applications under this consumer's SSN—specifically any in 'Started' or 'Submitted' status. If found, we request they be voided as part of system cleanup."
Authority Statement: "We are exercising the Verbal Authorization for Administrative Maintenance recorded on [Date] at [Time] per HealthSherpa Activity Log."
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AI Coach

2026 Common Objections (click for instant rebuttal):

Or describe custom objection
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HealthSherpa Data Retrieval

The Silver Bullet: Exact Timestamp

Locate the exact date and time of the verbal authorization:

  • Primary Source: HealthSherpa Activity Log
  • Format: "Jan 15, 2:14 PM" (example)
  • Backup: Marketplace PDF Summary or Consent Tab
Pre-Call Checklist:
✓ Consumer Name, DOB, State
✓ Authorization Date + Time from Activity Log
✓ Current NPN on 2026 enrollment
✓ Last 4 of SSN (for verification if requested)

Where to Find It:

  • Open HealthSherpa consumer record
  • Navigate to Activity Log tab
  • Find "Verbal Authorization" entry
  • Copy exact timestamp
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CSR Navigation Guide

"The GPS" Approach: Tell the CSR exactly where to click

For AOR Verification:

"Could you check the 2026 enrollment screen? The NPN should be visible in the Agent/Broker section."

For Rep List Update:

"Please navigate to the Authorized Representatives tab and review the list. We need to ensure only our agency has administrative access."

For Duplicate Search:

"Could you check the Application Revision History? Broaden the status filter to include 'Started' applications—that's where duplicates typically appear."

CSR Psychology: Reps are measured on Average Handle Time (AHT). Help them by being specific about which screens to check. You're assisting them with audit-safe reconciliation.

Tier 2 Escalation Trigger:

If Tier 1 refuses the 365-day authorization after 2 attempts:

"I understand this may be outside your normal process. Could I speak with a Tier 2 Support Specialist or Lead who handles Application Reconciliation?"

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SOP Language Translator

Mandatory: Use Marketplace SOP language, NOT internal jargon

❌ DON'T SAY (Internal) ✅ DO SAY (SOP-Compliant)
Clean Sweep Administrative Maintenance / Account Reconciliation
Shadow App / Account Duplicate Application Filing
Shadow Void Duplicate Mitigation / System Cleanup
Auth Purge Authorized Rep List Update
"I have permission" "Verbal Authorization for Administrative Maintenance recorded on [Date] at [Time]"
Ghost Application Inactive Application Filing
Remember: CSRs fear audit failure. Using their SOP language gives them "audit safety" and reduces friction.
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Escalation Protocol

When to Escalate to Tier 2:

  • Tier 1 refuses 365-day authorization after 2 rebuttals
  • CSR claims "written POA required" despite SOP language
  • Technical system limitations prevent Triple Ask execution
  • CSR escalates to supervisor first (go with it)

Escalation Request Script:

"I appreciate your caution with account security. This is an Administrative Maintenance request under our 365-day authorization. Could I speak with a Tier 2 Support Specialist who handles Application Reconciliation? I have the exact timestamp from the authorization."

HUCA Decision Matrix:

  • Use HUCA if: Rep lacks system access, unfamiliar with reconciliation process, or call exceeds 5 minutes with no progress
  • Don't HUCA if: Rep is actively looking up the authorization, engaging with Triple Ask, or has escalated to supervisor
  • Max attempts: 3 HUCA calls before documenting and escalating to Dylan
Document Everything: Rep name/ID, timestamp of call, objection received, resolution or escalation path taken.
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About Command Center 2026

Your centralized hub for 2026 Administrative Maintenance operations.

Core Objective:

Marketplace Book of Business (BOB) Retention at 95%+ through proactive Administrative Maintenance calls that secure AOR status, eliminate unauthorized representatives, and mitigate duplicate applications.

System Architecture:

  • Data Source: HealthSherpa Activity Log (timestamps, consent records)
  • Authority: 365-day verbal authorization with exact timestamp
  • AI Integration: Claude-powered SOP-compliant rebuttals
  • Protocol: Triple Maintenance Ask (Verify, Update, Mitigate)

AI Auditing Rubric:

Call quality is graded on:

  • ✓ SOP-compliant terminology (not internal jargon)
  • ✓ Exact timestamp citation for authorization
  • ✓ All three operations attempted (Triple Ask)
  • ✓ Professional, auditor-like tone
Remember: You're helping CSRs perform audit-safe account reconciliation. Position yourself as "The GPS" guiding them to the right screens.