On May 9, 2022 CMS published a final ruling announcing policy and regulatory revisions for Contract Year 2023. Among the changes are requirements for disclaimers and call recording. Required implementation of these measures begins October 1, 2022.
When speaking with a prospective enrollee, third-party marketing organizations (TPMOs) MUST USE the following standardized disclaimer: “We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”
TPMOs must record all sales calls in their entirety. Sales calls may include, but are not limited to, appointment setting, preliminary plan reviews, and enrollments.
For a more detailed overview of these requirements, click here.
Highmark would like to share some additional guidance that has recently come to their attention, regarding face to face virtual interactions and what to do if a prospect or member does not want to be recorded. Please be aware:
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