How Do I Record Medicare Calls?
During the last few years, much has changed in Medicare insurance agent-client relations. Specifically, you’ve most likely gone from in-person consultations to mostly communicating with your senior clients over the phone.
Well, more changes are coming your way. As of October 1st, 2022, the Centers for Medicare and Medicaid Services (CMS) is requiring all Medicare insurance agents (including independent agents like you!) to record the conversations they have with their current and prospective clients.
Very soon, recording your calls will no longer be optional. Independent Medicare agents are now officially defined as third-party marketing organizations (TPMOs), which means you’ll need to start following a few new regulations, including implementing a method to record your phone conversations with clients.
We all use cell phones these days—it’s the 21st century, after all—so you’re likely asking, how do I record Medicare calls on a cell phone? Fortunately, we’re offering a solution. With our assistance, you’ll find the new rules easy to incorporate into your workflow.
Why do I need to record my Medicare insurance calls?
Because of the complex nature of Medicare, miscommunications between you and a client can happen. Regardless of how clear you think you might be, the intended meaning of the information you’re presenting could potentially get lost in translation.
In many cases, misunderstandings between insurance agents and their clients are caused by a now defunct difference between independent agents and TPMOs. As an independent agent, you might feel that big TPMOs’ use of TV ads gives your clients false information about Medicare plans. From the client side, Medicare beneficiaries have complained that TPMOs send their contact information to independent agents without their permission.
CMS recently collapsed the distinction between TPMOs and independent agents, defining them all as TPMOs. CMS applied additional regulations to the role of TPMOs, with officials saying that these regulations are intended to protect Medicare beneficiaries.
As a result, all Medicare insurance agents, as TPMOs, are now required to record their communications with clients to demonstrate their compliance with CMS regulations. That way, any issues between agents and clients that do happen can be looked into and resolved appropriately.
How do I record Medicare insurance calls?
Choosing the right system will be essential to creating and managing this change in your business. Obviously, you want to be in compliance with CMS regulations for TPMOs. But you also need a user-friendly system that works!
When you’re choosing your call recording system, consider one that:
1. Makes disclaimers explicit
To be entirely transparent with your clients, adopt a recording system that frequently publishes the CMS disclaimer and a statement that the TPMO will tell the client before passing their contact information to other agencies.
The CMS disclaimer reads: “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.”
You should also post the above disclaimers on your landing pages and website, as well as on your emails.
2. Ensures you provide accurate information
Find a system that offers talking points. These resources will guide you in your conversations with clients, ensuring you provide comprehensive, accurate information.
3. Confirms client understanding
Finally, use a system that both discloses exactly what the client can expect from the call and also records their confirmation of the information you shared. This will create an organized account of your transactions with your client, confirming there are no misunderstandings.
The new regulations concerning TPMOs probably feel like a huge compliance challenge right now. But we’re offering an exciting answer to the question “how do I record Medicare calls?” that will make meeting this requirement easy. Contact us today for more information.
image credit: shutterstock/ninefotostudio
