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RBI: A Different Kind of FMO, or How RBI Works for YOU! (Part 2 of 2)

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Justin Bever

Director of Marketing: Justin Bever

Author Bio: In his 9 years since joining the family business in 2008 as a Broker Support Representative, Justin has made innovation his top priority. Justin is passionate about bringing technology into agent’s toolboxes, and has developed tools such as a direct mail program for lead generation (2011); Medicare Compare (2013), an online tool for beneficiaries complete with its own brand identity; and the Medicare Sales Engine (2014), a fully integrated Client Relationship Manager for agents.  Justin’s most recent accomplishment is the Agent Market Edge (2016), an online portal that integrates RBI and their print + fulfillment partners to make marketing accessible to agents. When he is not leveraging technology to produce exciting new tools for agents, Justin’s hobbies are skiing, hiking, and cooking exquisite meals in the company of his high school sweetheart and wife, Cassie.

RBI: A Different Kind of FMO

or How RBI Works for You!

Director of Marketing: Justin Bever



As we talked about last week, the essentials of an effective FMO relationship comes down to this simple question: does your FMO save you time and money? The RBI answer is a resounding YES. When you’re done reading today, you’ll have all the facts about what makes RBI a different kind of FMO, and how RBI works for you! Here’s a quick breakdown:

We save you time with our innovative tools, to help you be more efficient.

RBI specializes in developing proprietary tools to make your life easier! We created a one-stop shop for contracting, to streamline your portfolio: choose as many carriers as you want, and get started.  Our RBI contracted agents have access to the Medicare Sales Engine, our CRM tool for RBI-contracted agents. This free, 100% HIPAA compliant system enhances your daily planner, client files, and turns your phone into a mobile office. We have some of the most dedicated staff in the industry and they know their stuff!  Our team is constantly evaluating and updating our tools based upon feedback from our agents.

What does this mean for you?  Well, it means that when you use one of our tools, you get certain guarantees. First, you’ll be able to get a hold of our team for questions, just by calling our toll-free number. Second, you can participate in our live training for our tools, or watch our training videos on your own time. Lastly, if you have a great idea on how a tool could be better and let us know, it actually gets implemented.

We save you money by getting you the best prices.

RBI Team

The RBI Team: We Work for You!

Of course, we don’t stop there – after all, saving you time means saving you money too! Our Agent Market Edge portal integrates with our print and fulfillment partners, so you get access to exclusive pricing. Not only will you get great deals you can’t find anywhere else, but your marketing credits automatically appear in your account. Marketing credits, you say? Direct agents earn $125 in marketing credits for every 5 Medicare Advantage sales. Click here to see how it works. Have an agency? Agencies can participate too, at different rates — call for details!

Not sure what you need to meet or exceed your business goals?  RBI has a fantastic team that can help you evaluate where you are now to find out how to get to the next level! We start with a one-on-one appointment with one of our experts, then build a custom marketing plan to achieve your goals. Our plans use the MAPS method to make sure your plan is Measurable, Actionable, Profitable and Scalable.

In addition to print and fulfillment discounts, RBI partners with you in other ways. When you contract with RBI, you earn the maximum commissions on all contracts. We also offer discounts on your annual AHIP certification as well as E & O Coverage.

RBI is different than other FMOs, because RBI works for you.

Our agents deserve the very best that we can offer them.  RBI takes this very seriously, and when you contract with us, we commit to making your goals happen for you. So let’s get back to the basics. What sets RBI apart from the rest? Simple. Your business is worth more with us, because we work for YOU.

RBI works for you – by offering contracting with a wide variety of carriers throughout the United States.  To get started, call our office at 1-800-997-3107 and speak to our contracting department! Check out some of our training videos by clicking here.



United Healthcare Non-producing Policy

Short Term Home Health Care

Introducing Short Term Home Health Care!

2019 United Healthcare

2019 United Healthcare Certification now LIVE

USA Senior Care Network

Save Big: Medico + USA Senior Care Network

2019 Medicare Broker Compensation

Medicare Broker Compensation Announced 2019

RBI: A Different Kind of FMO, or How RBI Works for YOU! (Part 2 of 2)

/in , , , , /by
Justin Bever

Director of Marketing: Justin Bever

Author Bio: In his 9 years since joining the family business in 2008 as a Broker Support Representative, Justin has made innovation his top priority. Justin is passionate about bringing technology into agent’s toolboxes, and has developed tools such as a direct mail program for lead generation (2011); Medicare Compare (2013), an online tool for beneficiaries complete with its own brand identity; and the Medicare Sales Engine (2014), a fully integrated Client Relationship Manager for agents.  Justin’s most recent accomplishment is the Agent Market Edge (2016), an online portal that integrates RBI and their print + fulfillment partners to make marketing accessible to agents. When he is not leveraging technology to produce exciting new tools for agents, Justin’s hobbies are skiing, hiking, and cooking exquisite meals in the company of his high school sweetheart and wife, Cassie.

RBI: A Different Kind of FMO

or How RBI Works for You!

Director of Marketing: Justin Bever



As we talked about last week, the essentials of an effective FMO relationship comes down to this simple question: does your FMO save you time and money? The RBI answer is a resounding YES. When you’re done reading today, you’ll have all the facts about what makes RBI a different kind of FMO, and how RBI works for you! Here’s a quick breakdown:

We save you time with our innovative tools, to help you be more efficient.

RBI specializes in developing proprietary tools to make your life easier! We created a one-stop shop for contracting, to streamline your portfolio: choose as many carriers as you want, and get started.  Our RBI contracted agents have access to the Medicare Sales Engine, our CRM tool for RBI-contracted agents. This free, 100% HIPAA compliant system enhances your daily planner, client files, and turns your phone into a mobile office. We have some of the most dedicated staff in the industry and they know their stuff!  Our team is constantly evaluating and updating our tools based upon feedback from our agents.

What does this mean for you?  Well, it means that when you use one of our tools, you get certain guarantees. First, you’ll be able to get a hold of our team for questions, just by calling our toll-free number. Second, you can participate in our live training for our tools, or watch our training videos on your own time. Lastly, if you have a great idea on how a tool could be better and let us know, it actually gets implemented.

We save you money by getting you the best prices.

RBI Team

The RBI Team: We Work for You!

Of course, we don’t stop there – after all, saving you time means saving you money too! Our Agent Market Edge portal integrates with our print and fulfillment partners, so you get access to exclusive pricing. Not only will you get great deals you can’t find anywhere else, but your marketing credits automatically appear in your account. Marketing credits, you say? Direct agents earn $125 in marketing credits for every 5 Medicare Advantage sales. Click here to see how it works. Have an agency? Agencies can participate too, at different rates — call for details!

Not sure what you need to meet or exceed your business goals?  RBI has a fantastic team that can help you evaluate where you are now to find out how to get to the next level! We start with a one-on-one appointment with one of our experts, then build a custom marketing plan to achieve your goals. Our plans use the MAPS method to make sure your plan is Measurable, Actionable, Profitable and Scalable.

In addition to print and fulfillment discounts, RBI partners with you in other ways. When you contract with RBI, you earn the maximum commissions on all contracts. We also offer discounts on your annual AHIP certification as well as E & O Coverage.

RBI is different than other FMOs, because RBI works for you.

Our agents deserve the very best that we can offer them.  RBI takes this very seriously, and when you contract with us, we commit to making your goals happen for you. So let’s get back to the basics. What sets RBI apart from the rest? Simple. Your business is worth more with us, because we work for YOU.

RBI works for you – by offering contracting with a wide variety of carriers throughout the United States.  To get started, call our office at 1-800-997-3107 and speak to our contracting department! Check out some of our training videos by clicking here.



United Healthcare Non-producing Policy

Short Term Home Health Care

Introducing Short Term Home Health Care!

2019 United Healthcare

2019 United Healthcare Certification now LIVE

USA Senior Care Network

Save Big: Medico + USA Senior Care Network

2019 Medicare Broker Compensation

Medicare Broker Compensation Announced 2019

Video: Reboot: Finding Dual Eligibles Roll-up

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Did you miss Webinar Wednesday this week? Catch up by watching our Reboot: Finding Dual Eligibles Roll-up, below!



Our Dual Eligibles webinar was so popular we brought it back with this reboot! Dual Eligibles are a very under-served market, due in part to a lack of training for agents. RBI is here to fix this problem. If you are not sure where to start, watch our Reboot: Finding Dual Eligibles Roll-up below.

Here’s a few things you may not know about Dual Eligibles:

  • A Dual Eligible client is someone who qualifies for both Medicare (a federal program) and Medicaid (a state program).
  • Dual Eligibles have a year-round SEP, or Special Enrollment Period, which means they can be enrolled into a plan year-round.
  • Dual Eligibles are a very underserved community, with many members not fully understanding what help is available
  • Join Charlie Ferrell, RBI’s National Sales Manager, in our 60 Second Roll-up below for more details!

Reboot: Finding Dual Eligibles Roll-up

Look for this symbol on all our new “60 Second Roll-up” videos!

As you heard, there is a lot of opportunity to grow your business by serving this community. If you would like to get more details, you can watch the recording of the Webinar Wednesday, by clicking here.

Click here to attend our event “Contracting for Success” to learn how to build a portfolio that works for you! You can follow this link to see a list of our carrier partners and get contracted with a Dual Eligible product in your area.

Still not quite sure what’s next?  RBI has resources for you! Click here to sign up for our Medicare Marketing Crash Course on March 28.  Attend in person at RBI’s Chandler, AZ office, or join us via live stream!  Call RBI at 1-800-997-3107 to speak to our expert team! 


United Healthcare Non-producing Policy

Short Term Home Health Care

Introducing Short Term Home Health Care!

2019 United Healthcare

2019 United Healthcare Certification now LIVE

USA Senior Care Network

Save Big: Medico + USA Senior Care Network

2019 Medicare Broker Compensation

Medicare Broker Compensation Announced 2019

Your FMO Should Work for You (Part 1 of 2)

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Justin Bever

Director of Marketing: Justin Bever

Author Bio: In his 10 years since joining the family business in 2008 as a Broker Support Representative, Justin has made innovation his top priority. Justin is passionate about bringing technology into agent’s toolboxes, and has developed tools such as a direct mail program for lead generation (2011); Medicare Compare (2013), an online tool for beneficiaries complete with its own brand identity; and the Medicare Sales Engine (2014), a fully integrated Client Relationship Manager for agents.  Justin’s most recent accomplishment is the Agent Market Edge (2016), an online portal that integrates RBI and their print + fulfillment partners to make marketing accessible to agents. When he is not leveraging technology to produce exciting new tools for agents, Justin’s hobbies are skiing, hiking, and cooking exquisite meals in the company of his high school sweetheart and wife, Cassie. 

Your FMO Should Work for You (Part 1 of 2)

Director of Marketing: Justin Bever



We get a lot of calls at RBI from agents that find us online and they tell us the same story: I’m struggling to make the sales that will set me up for success long term.  When we ask what kind of support these agents are getting from their upline or FMO, many times the answer is a “they call me before AEP but not the rest of the year.” Another favorite answer is “they call me all the time, but when I need help, they don’t return my calls.” Oftentimes the response is a simple “my FMO doesn’t support me at all.” At RBI, we think that’s unacceptable, because an agent that isn’t getting the support from an FMO, is an agent that won’t be effective at making sales. In other words, your FMO should work for you!  Here’s 5 secrets that you should keep in mind when evaluating your FMO relationship, because you are worth it!

The 5 secrets your FMO never told you:

  1. Training is king. As agents, your ability to be effective in the field is directly related to your sales ability. Your FMO should know this, and be actively supporting you to be a stronger agent. Are you a part of a FMO that has industry knowledge to help you grow? What about training opportunities?  Do you have access to tools to expand your expertise?
  2. Look for measurable benefits. When you think about any business goal or relationship, it’s important to think in terms of measurable benefits. As a small business, you know that your time is worth something. So put your relationship with your FMO into those terms too. Does your FMO save you time or money? Does your FMO enable you to be more efficient in how you allocate your resources? Does your FMO provide you tools that help you to save money?  Is there training available to help you grow your business?

    Your FMO Should Work for You

    If your FMO is a megaphone, is it getting your message across?

  3. Marketing support is a must! Though many agencies claim to be a “Field Marketing Organization,” very few actually provide REAL marketing services to agents. If you are the only one marketing your business, your ability to bring in new sales is going to be very small. Your FMO should work for you, amplifying your marketing efforts so that your reach is broader, deeper, more effective. Picture your FMO as a megaphone – is your megaphone working?  Are you talking into the right end?  Is it pointed in the right direction?  Is it a big enough megaphone to be effective?
  4. Ask about Compliance Support. As much as we talk about compliance in the Medicare insurance industry, it’s an area that agents often overlook in an FMO relationship. Having a compliance resource on call is a powerful way to protect both yourself as an agent, as well as your clients’ best interests.  Are you getting the most out of the resources available to you? Can you call with compliance questions? Does someone from your FMO look over your postcards and letters to make sure you’re compliant? Does your FMO handle any allegations on your behalf, or are you on your own?
  5. Focus on Customer Support. When you call your FMO, do they answer the phone? Are you able to get answers to your questions or do you get the run-around? If they need to call you back, do they follow up in a timely manner? Does your FMO advocate for you with carriers?  Your FMO should be fun to work with, and should make your life easier!  If they are not, it’s time to take a serious look at why you are sticking with that relationship.

We Make It Happen For You!

At RBI, we take the trust that our agents have in us very seriously.  Your success is our success. Stay tuned, as next week we will talk about how RBI is committed to being a different kind of FMO!

 To find out how RBI will pay for the cost of your AHIP, click here. Interested in getting started on contracting? Click here to see a list of carriers, or call us at 1-800-997-3107 to speak to one of our expert sales team!



United Healthcare Non-producing Policy

Short Term Home Health Care

Introducing Short Term Home Health Care!

2019 United Healthcare

2019 United Healthcare Certification now LIVE

USA Senior Care Network

Save Big: Medico + USA Senior Care Network

2019 Medicare Broker Compensation

Medicare Broker Compensation Announced 2019

Agent Market Edge – Your Marketing Solution

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Many of you know that RB Insurance Group works closely with print & fulfillment companies and are able to provide print and fulfillment services at cost to our agents.  Which is why we decided to create the Agent Market Edge, an online portal for our contracted agents, where you can see all the products and services we provide our agents to help drive your business.

Not only can you see different products RBI can produce, the Agent Market Edge is where you can see how many marketing dollars you have earned to date as part of our new marketing program the “Every 5 Sales Drive.”

Here’s a quick preview of what the Agent Market Edge looks like when you log-in.  You can see the available marketing credit total in the top right corner of the screen.

Agent Market Edge Dashboard


For those of you who don’t know, here’s how it works:

  • For every 5 Medicare Advantage applications you submit under RBI, you will earn a $125 marketing credit
  • Credits roll over from month-to-month which means you will never lose your hard earned marketing credits
  • Marketing credits are handed out at the end of the effective date’s month (i.e. If you write 5 MA apps for a 2/1 effective date, you will be given your $125 credit at the end of February.)
  • Program available for direct contracted agents only
  • Similar programs available for agencies but credit amounts will differ

Here’s a real life example of the “Every 5 Sales Drive”

We mail about 2,000 pieces a month for one of our agents who does about 40-60 enrollments per month.  When you look at the cost break down: $445 (price of 1,000 piece mailer) x 2 = $890.  40 enrollments x $222 (MA commission) = $8,800.  If you take into account the marketing credits he earned (40 enrollments = $1,000 in marketing credit) he is actually getting his two 1,000 piece mailers completely free. He did have to come up with the money for the original mailings, but after that he is able to get both of his 1,000 piece mailers for free every month.

There are all kinds of products on the Agent Market Edge that will help you grow your business, whether you’re trying to generate new business or if you’re trying to maintain your current book of business and work off referrals.  And if you want to use your credits towards an idea that’s not on the Agent Market Edge, just give us a call and we’re more than happy to accommodate you.

We commit to make it happen for you!

As part of our commitment to “make it happen for you,” RBI will actually help you create a custom marketing plan to help you reach your sales goals!  Keep an eye on our blog in the coming weeks for an article about how this works, or give us a call at 1-800-997-3107 for an in-depth look at RB Insurance Group’s MAPS method to success!

Video: Mastering Hospital Indemnity Roll-Up

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Did you miss a Webinar Wednesday? Check out our Mastering Hospital Indemnity Roll-up below!



This week, we focused on Hospital Indemnity: so here is Charlie Ferrell, in our Mastering Hospital Indemnity Roll-up! But first, here’s a quick summary:

Are your clients struggling to pay for a hospitalization, chemotherapy or skilled nursing? Hospital Indemnity is the answer, especially relevant for those struggling to cover the financial gaps in traditional Medicare Advantage. A hospital stay comes with ancillary costs that are a burden to many Medicare Advantage clients. Hospital Indemnity works as cash-in-hand for these clients, and provides the peace of mind they need! Watch below for a 60 Second Roll-up of the details!

Hospital Indemnity Roll-up

Look for this symbol on all our new “60 Second Roll-Up” videos!

Register here to watch the full recording of the “Mastering Hospital Indemnity” webinar. For other great tips on why you should pick up a Hospital Indemnity product, or how to sell Hospital Indemnity, subscribe to our blog!

RBI has a number of great Hospital Indemnity carriers that we work with, including Equitable, Medico, as well as GTL.  If you would like to pick up a carrier, please click here for contracting information, or call our office at 1-800-997-3107.

Prospecting your Book of Business

Sales Champion Summit

2017 Sales Champion Summit Wrap-up

M.A.P.S. Method for Success: AEP Planning

Senior Insurance Acronyms

Senior Insurance Acronyms for New Medicare Brokers

2018 Anthem Certification

2018 Anthem Certification

Think Outside the Box: Hospital Indemnity for ACA Clients

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Here at RBI, we are using the month of January to focus our thinking outside the standard AEP-box, with lots of training and materials to increase your sales. Earlier this week we heard from Tom O’Neil with a closer look at Hospital Indemnity products, with a highlight on Guarantee Trust Life (GTL). But there’s more to Hospital Indemnity.  Let’s go deeper.

Why Hospital Indemnity for ACA clients?

Young Indemnity Couple

Some carriers have very affordable options for people under age 65.

As senior insurance agents, we often don’t think about folks in the age group under age 65. These folks are “young people,” and therefore usually outside our focus.  But many are struggling with health plans under the Affordable Care Act that feature high deductibles and out of pocket expenses. These folks are looking for alternatives.  And if you have a Hospital Indemnity product, like GTL, Medico, or Equitable, these clients could actually be a gold mine.

Hospital Indemnity is a great gap product for people in this age group. Most of the time, Hospital Indemnity carriers have very affordable options for people under age 65, often as low as $30-40.  Furthermore, most clients would be willing to pay this monthly premium, just so that they are protected from getting hit by a high deductible payment if they needed to visit the hospital.  In my opinion, overlooking this demographic is the same as leaving money on the table.

Where to find these clients

The best way of reaching this type of client is to talk about what you do.  For example, I actually got a client during AEP simply from wearing my button down shirt with my business logo on it.  A gentleman at the next gas pump asked me about it, and before you knew it, he asked for a business card. When the time was right, he called me up and I was able to get him enrolled in a plan that fit his needs.  Agents tend to minimize their experience and ignore the people around them every day. People who know you, people who you meet in your daily life, have no idea what you do. Spend 3 minutes with these people, tell them exactly what it is that you do, hand them a business card.  It will be the least expensive lead you ever have.

Brand Package Image

RBI can help you update your business cards and more!

 RBI can help you get started with Hospital Indemnity for ACA clients

We can help you plan out your approach to getting into Hospital Indemnity products. If you are thinking, “well, I don’t have a Hospital Indemnity plan,” contact RBI at 1-800-997-3107 for information about contracting with carriers in your area. RBI works with a great design team who can help you updateyour business cards, letterhead and so on, at discounted prices.  Above all, get comfortable talking about your own expertise, and practice your elevator speech.  I know you’ll see results.

Keep an eye on our event calendar for great webinars and in-person events to up the ante with your business this year! Click here to see full details.

Introducing RBI Classroom

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RBI Classroom: bringing you the best techniques and tools to grow your business

Introducing RBI Classroom, our brand new initiative to help you build your book of business by 5 sales per week!

Want to get to the next level in sales in 2017? We have all the tools you need to write 100 new sales over the next 12 months!

Here’s what you can expect:

Improved Blog Content — Our blog has always been full of helpful content, but this year we are taking it to the next level!  We have streamlined the blog with easy-navigation that makes it a breeze to get to the right content when you want it. Watch for articles with news about updates in CMS rules, best practices for compliance, stories from agents in the field, or action items that you can implement right now to expand your business! Join our blog to get the latest in training, marketing ideas, and more in your inbox every week.  You’ll be amazed how much you grow!

Weekly Webinars — Join us for the all-new series, Webinar Wednesday, where we train you on everything from the new and latest topics in Medicare, to the best ways to keep the forward momentum from AEP throughout the year. Explore all the options available to you with additional training in the Medicare Sales Engine, Agent Market Edge, and much more!

In-Person Classes — Want to go even deeper? Starting this month, January 2017, we are hosting Medicare Intensive seminars every month in our office, with the goal of equipping you with the best practices to take action on your goal of 5 new sales every week! Live and work out of state? Join us by live stream to get access to the same great content!

MAPS Marketing Plans — Our marketing team specializes in helping you to set goals that are Measurable, Actionable, Profitable and Scaleable: the MAPS Method! RBI Contracted agents can call for a personal consultation to review your business strategy and create a custom marketing plan to maximize your results. Led by our Director of Marketing, Justin Bever, our team brings technology into your toolbox with our additional online trainings and digital databases!

Sign Up for RBI E-News
View RBI Event Calendar

Still not sure how to move forward? Take action by calling our office at 1-800-997-3107 to speak to one of our experienced representatives about setting up an appointment for a MAPS marketing plan.

Upcoming Events:

What could be better than saving a senior $300 a month?

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What could be better than saving a senior $300 a month? Every year I meet two or three people who do not know they are eligible to receive Low Income Subsidy (LIS) benefits to reduce their prescription drug costs or have their Medicare Part B premium covered by Medicaid. Once I sit down with these folks at the kitchen table and help them see real savings, I know I’ve made a meaningful impact in their life and can add a lifetime client to my book of business who would be more than happy to send friends and family my way.  You can do this too.

You can save your client up to $300 a month or more by helping them apply for LIS and other Medicare Savings programs that do not require them to be a full dual-eligible. Individuals who make between 100-135 percent of the federal poverty level can apply to have their Medicare Part D premium covered and their prescription cost sharing significantly reduced as well as their Medicare Part B premium covered. Click here for a link to your state’s programs.

I recently went on an appointment with one of our new career agents in Arizona, and we helped a woman save $325 a month. Taking away her $35 Part D premium and reducing the cost of her prescriptions she takes she saved $225. We also saved her $104 a month on her Part B premium. It gives you a good feeling inside when both you and the client have tears in your eyes because you have had such a profound effect on their lives.

If you can help a senior that is on a fixed income save more than $3,600 per year, it will make a huge difference in their lives. Based on my experience, saving a senior $300 a month is significant: the difference between being able to afford medications or groceries. The data doesn’t lie either: Senior hunger is a real problem in our country. You can do a good deed and build your book of business by sharing your knowledge of Medicare Savings Programs.

Agents who are knowledgeable of these available programs really have an advantage over other agents who just say “I have nothing for you” or “I can’t help you.” Even though you may not have anything to sell that prospect, helping someone enroll in LIS or a Medicare Savings Program is a very positive way to spread the word about your business. Remember, you’re a senior insurance advisor, so that implies you sometimes offer pro bono advice. The bottom line is referrals are the easiest way to generate Leads, so you may see some sales from these connections for Special Needs Plans or other products.

Are you looking for more information on where to get started saving a senior $300 a month?  Click here to watch a recorded webinar about LIS and how you can implement these practices in your business! Call our office for more information at 1-800-997-3107!

Limit free Medicare advice in your business

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I referenced “charity work” on behalf of non-clients toward the end of my post on appeals and the CMS-1696 Appointment of Representative form a couple of weeks ago. I should have referred to these non-clients as Leads. As I mentioned then, this type of work is unwelcome, given that I don’t see the commissions for my services. I actually severely limit free Medicare advice in my business.

Image courtesy Google Images

Limit free Medicare Advice

In my first few years in the field selling the old Medicare HMO products I assiduously avoided friends, relatives and their various cronies who wanted free help with their HMO. Having been advised by some old timer agents that working pro bono was a waste of time, I steered clear of helping these kinds of folks. After about 10 years into the Medicare insurance business I changed my tune when I met Ralph.

The exception that proves the rule

Ralph was a retired construction guy who was also married to one of my HMO clients. I was a captive employee agent at the time. Ralph was enrolled with a decent HMO plan offered by our main competitor in Arizona. He had a problem with a claim from an emergency room visit at Hayseed General or some such rural facility, while fishing up in Wyoming.

The doctor portion of his ER claim was billed separately and denied by the carrier as “out of network.” It amounted to over $500. My client, his wife, called me and asked if I could give them some advice before they sent out a check. I knew what probably happened even before I saw the bill. The doctors working at Hayseed General belonged to a private group separately contracted to provide ER services at that facility.

I’d seen this type of claim denial several times when I was an appeals supervisor, usually for services provided out somewhere in the sticks. We called the customer service department at Ralph’s HMO, but they refused to consider the emergency circumstances of his treatment. I typed up a quick appeal, had him sign it and was out the door in less than half an hour plus a quick stop at the corner post office. Ralph, of course, had no stamps!

A happy ending for everyone

Fast forward 30 days: Ralph’s appeal was sustained, and the doctors were paid by the carrier. Mrs. Ralph really appreciated the help. So much so, that just about every referred Medicare beneficiary living on her street is still my client.

That was a happy and profitable ending, but let me stress that I’ve become discerning about who I will help. I’m not an employee of the Bishop’s Relief Fund, and at my advanced age I still need to make an income that supports my “lavish lifestyle” and visits to Las Vegas.

Almost without exception, if I am assisting a non-client I ask them two questions. The first is “I take it your current agent has been unable or unwilling to help you?” and second “I’ll be glad to help if you will give me the opportunity to be your agent. Agreed?” A few beneficiaries have hemmed and hawed about the second question. Send those folks to their customer service department — don’t waste your time with them. I’ve found that a majority of people will hire me when I give them the benefit of my expertise.

You should have the same results.  Bottom line: limit free Medicare advice, not because you lack compassion, but rather because your time and expertise are money.

Like our content? Subscribe to the RBI Agent’s Advantage blog and check out our event calendar for training opportunities for more Medicare sales.

Make sure your social media outreach complies with Medicare’s Marketing Guidelines

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Since I last wrote about making sure your custom Medicare marketing website is compliant, CMS and individual carriers have drastically increased their oversight for agents’ websites and use of social media. Many carriers now require agents to submit all of their website content for approval and ask questions about how we as agents are using social media to communicate with our clients.

CMS launched an official Facebook page for Medicare recently, which might be what spurred several carriers to send mandatory surveys to agents (You can view it by clicking here). Agents are required to complete these surveys, which go over what kind of communications we use to generate new business, if at all. They cover use of social media as well as online Lead generation services.

This scope of the Medicare Marketing Guidelines extends to all electronic communications, including websites, email and social media. As agents we need to be diligent about how we use social media and other online media to generate new opportunities. After all, we always need to be in compliance with the Medicare Marketing Guidelines if we want to continue selling.

Here are three easy tips to follow for using social media compliantly.

Do not engage in unsolicited contact. The Medicare Marketing Guidelines prevent agents from making unsolicited contact to a Medicare beneficiary for the purposes of enrolling them into a Medicare Advantage or Prescription Drug Plan. This extends to social media and should be considered prior to reaching out to beneficiaries on Facebook, Twitter, Google+ or any other social media website. Unless you were contacted first, do not send private messages or leave comments for beneficiaries advertising your service — CMS can consider these actions to be unsolicited contact. Don’t let a Facebook private message be your downfall!

Don’t make false statements or claims. While this tip seems pretty common sense, social media is often full of exaggeration and partisan information. Your opinions are important, but remember as a senior insurance advisor, anything you post could be reviewed by CMS for compliance if it ultimately led you to a sale.

Make sure your profiles are set to private. Social media is the ultimate public forum. Agents may sometimes get requests from beneficiaries through a public forum like Twitter or a from Facebook comment asking for help. Always direct beneficiaries to a private form of communication prior to discussing their unique situation, even if they have already shared part of their story on the public page.

Here’s the reason why: As covered entities under HIPPA, agents are required to make every effort to protect a member or prospective member’s Personal or Protected Health Information.

While this is not an exhaustive list, these three rules can help you remain compliant when using social media or other digital media to communicate with your clients or prospects. If you have questions about how to design a social media campaign to generate Leads,or how you can build your own compliant Medicare Lead generation website, review part one and part two of my previous series or feel free to email me. You can reach RB Insurance by phone at (800) 997 3107.

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