CMS issued its 2023 Final Rule in May, which includes the new call recording requirements for Medicare Advantage enrollments. CMS subsequently posted FAQs to the Managed Care Marketing site on 10/19/2022.
The marketing requirements:
Compliance with CMS regulations is mandatory. For more information, read the highlights below, and see the FAQ document posted on the CMS website.
All organizations and agents are required to make the following disclaimer within the first minute of every inbound and outbound sales phone call: (if applicable) - “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 your options.”
All organizations and agents are also required to make this disclaimer: "This call is recorded for quality assurance purposes. You are not required to provide any health-related information unless it will be used to determine eligibility for enrollment into a health plan. I’m going to continue now if that’s all right. May I continue?"
Phone: The rules apply to any marketing call starting when a beneficiary is made aware of a plan to the end of the enrollment process.
Virtual Forums: Zoom calls and other calls using virtual technology between a Medicare beneficiary and an organization or individual must be recorded.
In-person: CMS does not require recording of in-person communications.
Molina Medicare can help you by providing tools compliant with these new regulations.
Electronic: We recommend electronic submissions every time possible, and we offer DRX/Connecture software for brokers to use for online enrollments. It provides free call recording, retention, eligibility confirmation for Medicare, and the fastest enrollment processing possible. Please use your standard log-in and password for DRX/Connecture and follow the prompts
Telephonic: For telephonic submissions, please see our job aid, The Telephonic Enrollment Process, posted on the Molina Agent Center. You will complete and upload a Telephonic Enrollment Form and then engage in a 3-way call with Molina and the beneficiary. The telephonic team records and stores the sales call for you.
Don't have a MedicareValue page yet?Get Your FREE Site >
Save time and bypass the Voice Verification Call! Text-to-Sign is available on the Agent Portal only
Help your clients meet life where it is at, secure and confident with Clear Spring Health!
An enhanced member experience is coming in 2023
Final Reminders For AEP | Medicare Supplement Update
It was recently discovered that Humana’s Rx Calculator and Humana.com were incorrectly quoting the $0 Rx Copay Benefit Model incorrectly for DSNP plans.
Your Wellcare NY Sales team wanted to remind you of an increase to the payment amounts for our Health Risk Assessment's (HRA's) and inform you of two important NY network additions.
Choosing an FMO to work with is not just about having access to top insurance products and commissions, it’s about finding a one-on-one agent service that is prepared to meet your needs.
Get to know us, and see how we can help you take your business to the next level.