Most Medicare agency owners know they have leaks in their systems, but they don't know where. This audit checklist walks you through every critical area of your agency's operations and helps you identify exactly where leads, clients, and revenue are slipping through the cracks.
Score each item as Yes (fully in place), Partial (partially implemented), or No (not in place). Be honest — the goal isn't to feel good about your score, it's to find the gaps.
Lead Capture & Response
- ☐Every lead source (website, Facebook, landing pages, calls) feeds into one unified CRM
- ☐New leads are contacted within 5 minutes of opt-in — automatically, 24/7
- ☐Leads are routed to the right agent instantly — no manual assignment
- ☐After-hours leads receive an automated response, not a voicemail
- ☐Every lead source is tracked so you know which are converting
Lead Conversion & Follow-Up
- ☐Multi-touch follow-up sequences run automatically for every new lead
- ☐Leads who don't respond to the first outreach get a nurture sequence, not silence
- ☐Appointment booking is self-service — no back-and-forth scheduling
- ☐No-shows are automatically followed up with to reschedule
- ☐You know your lead-to-appointment and appointment-to-close conversion rates
Client Retention
- ☐Every client's plan anniversary is tracked automatically
- ☐Annual review campaigns trigger 60-90 days before each renewal
- ☐Clients receive regular touchpoints throughout the year (not just at renewal)
- ☐You know your annual retention rate — and it's above 85%
- ☐At-risk clients are flagged before they leave, not after
Referral Generation
- ☐Happy clients are automatically asked for referrals at the right moment
- ☐Clients can share your contact info with a single tap
- ☐You track how many leads come from referrals vs. paid sources
- ☐You have a system to thank and reward clients who refer
- ☐Referrals make up at least 20% of your new business
Agency Operations & Visibility
- ☐You have a live dashboard showing revenue, agent performance, and pipeline
- ☐Agents follow the same process every time — no improvising
- ☐Admin work (data entry, task creation, notifications) is automated
- ☐You can see your agency's numbers in real time — without pulling reports
- ☐New agents can be onboarded and productive within one week
Scoring Your Audit
Count your Yes, Partial, and No answers. If you have more than 5 No's, your agency is losing significant revenue to system gaps. The good news? Every one of these items is addressed by APEX System — configured, automated, and ready to run from day one.