As you know, the Centers for Medicare & Medicaid Services (CMS) has released updated guidance earlier this year that states all your Medicare sales calls must be recorded and the TPMO disclaimer must be said in the first minute of the call. There are several methods that you can use in order to stay compliant with this new guideline including a recording platform provided by your General Agency, UPMC for Life, smartphone technology, or other third-party applications.
If you would like to use UPMC for Life’s Broker Recording Line to make non-enrollment calls, here’s what you need to do:
Although the recording of telephonic enrollments was already part of CMS guidance, UPMC for Life is now requiring that all telephonic enrollments must be taken by the UPMC for Life Enrollment Line. Telephonic enrollment into a UPMC for Life plan using any other recording platforms, including one provided by a General Agency, will not be accepted. Agents are prohibited from completing their own telephonic enrollment calls.
For more details on how to stay compliant with telephonic calls and enrollment guidelines, click here.
There are several other ways to complete enrollment this AEP, including:
UPMC for Life
PO Box 2967
Pittsburgh, PA 15230
UPMC has gathered some feedback on the enrollment blast that was previously sent, and wanted to send some additional clarity on what is classified as a telephonic enrollment vs. an electronic enrollment.
An electronic enrollment requires the Medicare beneficiary to electronically sign an enrollment application. If you are discussing plan options with a client on the phone or through a virtual platform (such as Facetime, Zoom, or Teams), and they have decided to enroll in a UPMC for Life plan without meeting in person, you can assist them in completing an electronic enrollment.
A telephonic enrollment requires a CMS approved script that is read word for word and the Medicare beneficiary must give a verbal attestation to the enrollment.
Please keep in mind that regardless of the enrollment method, you must properly update your client’s Cavulus lead form to ensure you receive credit for the enrollment.
Last month, UPMC announced the Centers for Medicare & Medicaid Services (CMS) was requiring the following disclaimer be added to all material given to a Medicare beneficiary from an authorized agent, beginning Oct. 1, 2022: 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 or1-800-MEDICARE to get information on all of your options. Since then, CMS released an FAQ document including further details on when the TPMO disclaimer is required to be included on marketing materials or stated to a Medicare beneficiary.
Here’s what you need to know:
Review the full FAQ memo released by CMS on Oct 19, 2022 here.
If you have any questions about the TPMO disclaimer or how to stay compliant during AEP, please contact your broker manager.
CMS recently provided clarification to UPMC for Life regarding the ability for Medicare beneficiaries to opt-out of call recordings. CMS has stated that all calls need to be recorded, including voicemails and video calls and the beneficiary does not have the ability to opt-out of being recorded. If someone you’re speaking to does not want to talk on a recorded line, do not end the call recording. Instead, you may make them aware of the CMS regulation and offer to schedule a face-to-face meeting to discuss any plan information. You can also ask for their consent to be emailed. Once the recorded call has ended, make sure to notate their preferred communication method in their Cavulus lead record. Please note: You do not have to state the TPMO disclaimer when leaving a voicemail. You are still required to state the TPMO disclaimer at the beginning of your recorded phone call with a Medicare beneficiary.
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