Strengthening Your Book of Business in the Early Months of Membership

The first months of a client’s plan year aren’t just important for the client; they’re a major opportunity for you as a broker. When clients feel supported early, they’re far more likely to stay satisfied, avoid issues and renew with you, year after year. Here’s how you can strengthen your retention, reduce service headaches and set yourself up as a trusted advisor.

Strategic Check-In Calls and Emails
A quick welcome touchpoint, whether by phone or email, can significantly shape how clients perceive both their plan and your service.
By reaching out early, you can:

• Ensure they have ID cards and portal access
• Answer common questions before they turn into frustrations
• Set expectations so they know how and when to reach you

These proactive moments don’t just ease the client’s mind, they reduce incoming problem calls later, demonstrate your value upfront and build immediate trust that leads to stronger long-term relationships.

Educating Clients on Benefits and Extras
When clients don’t understand their benefits, they tend to underuse their plan or assume it doesn’t meet their needs. Walking them through key perks (OTC benefits, wellness incentives, dental/vision options, transportation, preventive care, etc.) helps them feel confident and supported.
For you, this education:

• Boosts member satisfaction
• Reduces confusion-driven service issues
• Increases the likelihood that clients stay with the plan and with you

Knowledgeable members are happier clients, and happier clients renew.

Provider and Pharmacy Verification
Early guidance on verifying in-network providers and pharmacies helps prevent some of the biggest client pain points such as surprise bills, unexpected copays and access issues.

By helping clients confirm their PCPs, specialists and pharmacies up front, you:

• Avoid escalations that take time away from selling
• Show value as a proactive resource
• Reinforce that the client made the right plan choice with your help This small step can dramatically impact trust and client confidence. 

Quick Issue Resolution
The sooner issues like missing cards, login trouble, benefit confusion or claims questions are resolved, the easier the entire year becomes for both of you.
Fast, clear troubleshooting:

• Reduces repeat outreach
• Prevents small concerns from becoming major frustrations
• Positions you as a dependable advocate

When clients know you’ll step in quickly, they’re more likely to stay loyal and refer others.

Building Long-Term Trust Through Ongoing Support
Continued engagement turns a one-time enrollment into a long-term partnership. By offering helpful reminders, sharing seasonal preventive care tips or inviting clients to webinars or office hours, you stay visible and valuable.
Consistent contact helps you:

• Strengthen client loyalty
• Increase retention
• Encourage clients to bring life changes or questions to you first

This year-round presence keeps your book of business stable and strengthens your reputation as a trusted advisor and not just a salesperson.
 
If you need help or have questions, contact your local BAE anytime:
Gino LoGiudice
518-495-3007 
gino.logiudice@trinity-health.org