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Doing Business In Light of the Coronavirus
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Guidelines and Recommendations for
Virtual Appointments and Enrollments
In light of the recent response to the ongoing coronavirus situation, we wanted to offer some guidance to our brokers serving seniors during this time.
Given that seniors are among the at-risk population affected by the coronavirus, some of your senior prospects may be hesitant to meet with you in person. Fortunately, during 2020 AEP more than half of the enrollments industry-wide were broker-assisted and facilitated virtually. So it’s clear that virtual appointments and enrollments are possible during this time of precaution.
Currently, policies for conducting virtual presentations and the process for virtual enrollment are defined by each carrier individually. Therefore, there is not an all-encompassing set of compliance guidelines we can share. Nevertheless, here are some general practices to help you stay compliant while conducting business virtually:
1) Get Consent. Brokers must have either an inbound call, written, or virtual request for contact in order to conduct an appointment over the phone. Consent may begin with a Business Reply Card, Inbound Call, or Online Form Fill, but can ultimately be satisfied with an E-Scope process. The ProducerMAX CRM has a free mobile app with E-Scope of Appointment functionality. Visit this page to learn more and download the app.
2) Send Marketing Kit. Provide appropriate sales kit information via email to the client: Benefit Summary, Star Rating Sheet, Abbreviated Formulary, etc. If they don’t have email, you may need to send snail mail to get started.
3) Virtual Appointment. Conduct the appointment as you would in person. Warm-up with the prospect, complete needs analysis, complete Rx Drug search and provider lookup, provide full disclosure, and complete benefits review. It is good practice to record your call or video conference showing your presentation has included all of the compliance measures. You can download presentation compliance guidelines here.
4) Facilitate Enrollment. Virtual enrollment varies by carrier. Use a virtual signature method if available with the chosen carrier or send a paper enrollment form via scan and email, fax, or snail mail if necessary.
Over the following days, you can expect our team to share more guidelines, resources, and tips for conducting business in light of the coronavirus – so keep an eye on your email!
For now, click the button below to download a complete list of carrier enrollment options and keep reading for a look at Humana’s tools and resources for virtual appointments and enrollments.
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Humana Virtual Appointments and Enrollments
Last Fall, 60% of Humana enrollments were facilitated virtually, which means brokers contracted with Humana should be equipped to continue business virtually over the coming weeks and months. Here are some of the things you need to know:
Through Humana, there are two ways brokers can virtually obtain a scope-of-appointment signature from the beneficiary before their call.
1) Humana’s IVR Scope of Appointment Line
Humana’s Scope of Appointment IVR phone number is 866-945-4471. The broker and beneficiary must both be on the call together, then the IVR system will prompt you through the call. You can find the full tutorial for using Humana’s IVR Scope of Appointment Line here.
2) ProducerMAX E-scope of Appointment
The ProducerMAX CRM app gives brokers the option to send and receive a signed scope-of-appointment electronically. This SOA is accepted by Humana.
Once you’ve obtained an SOA, you must send the client appropriate Humana marketing kit materials. Here is Humana’s guidelines for distributing marketing material virtually via email.
Finally, Humana’s FastApp enables brokers to complete MA/MAPD, PDP, OSB, and Medicare Supplement plan enrollments without being in-person with the beneficiary. This tool is quick, easy, and secure. It even has built-in compliance checks to keep you compliant. Click here to download a guide to using Humana’s FastApp.
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