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MA-OEP is back!

Medicare cost-sharing

Charlie Ferrell, National Sales Manager

About the Author: Charlie started his senior insurance career after a brief 30-year stint in the restaurant industry. In the 12 years since then, he has been blazing trails and setting standards for excellence all over! A native of Utah, he has been a state manager for RBI as well as an MGA for UHC, Coventry, Molina and other carriers! Charlie came to RBI as the National Sales Manager in 2015, and has been dubbed the “Medicare Encyclopedia” our staff and agents alike. Charlie specializes in the Dual-Eligible market and is leading the charge behind many of RBI’s new training initiatives!

MA-OEP is Back!

Beginning this year the Centers for Medicare & Medicaid Services (CMS) have given Medicare Advantage (MA) beneficiaries an additional enrollment period called the Medicare Advantage Open Enrollment Period (MA-OEP.)

What this means for Beneficiaries

Each year, starting on January 1st, Medicare Advantage members will be able to make a one time plan change through March 31st of each year.

Agents that have been around for a while remember that the Open Enrollment Period (OEP) was critical for people who failed to change plans during the Annual Election Period or those who made the wrong choice and only realized it when they tried to use their plan in January. This new enrollment period helps protect beneficiaries who may only look at how their co-insurance and co-pays are changing, but may not realize that their doctor will no longer be accepting the Insurance/Plan they haveIt also gives us another three months of selling to increase our customer base.

It’s in your and your Client’s best interest

For new agents who have yet to experience an OEP, you might be scared that all your your new clients could leave and all of your commissions would be charged back and … you would be right! This puts more burden on you the agent to put them in the correct plan in the first place, which is a good thing if you ask me! Make sure you call your clients the first week in January and find out if their plan is working correctly for them. OEP gives you a chance to correct plans if you find out that your client’s doctors are no longer in network after the first of the year. It also allows YOU to market yourself and gain new clients from those agents that are not returning phone calls or following up on their clients needs.

How does OEP protect your business?

It never fails that I have someone call me after December 7th saying they want to sign up for the plan now and I have to tell them “It’s too late, you are locked into your current plan until the end of next year unless you move out of the county.” Even worse is the client that calls me in January looking for my help and another agent put them on a different plan just to make a commission. I have had it happen. An agent “stopped by” just to go over her Medicare even though she told them she had an agent and was already signed up. Next thing you know they are on a different plan and I can’t help them. OEP gives you the chance to keep that business and allows you inoculate your clients from agents that want to poach your business. It forces you to do your job… or someone else will do it for you!

21st Century Cures Act

The 21st Century Cures Act allows all Medicare beneficiaries one change during OEP. The law also prohibits carriers from advertising to consumers to utilize the OEP to change plans. It’s up to us to educate our clients and potential clients of the upcoming changes. If you have a penchant for reading ridiculously long and boring Congressional Statutes, then you can read about this new law in its entirety right here!

Keep up to date with the latest in Medicare news by subscribing to our blog on the right hand side of your screen! 



2020 ahip discount certification
Medicare cost-sharing
2019 Medicare Broker Compensation

MA-OEP is back!

Medicare cost-sharing

Charlie Ferrell, National Sales Manager

About the Author: Charlie started his senior insurance career after a brief 30-year stint in the restaurant industry. In the 12 years since then, he has been blazing trails and setting standards for excellence all over! A native of Utah, he has been a state manager for RBI as well as an MGA for UHC, Coventry, Molina and other carriers! Charlie came to RBI as the National Sales Manager in 2015, and has been dubbed the “Medicare Encyclopedia” our staff and agents alike. Charlie specializes in the Dual-Eligible market and is leading the charge behind many of RBI’s new training initiatives!

MA-OEP is Back!

Beginning this year the Centers for Medicare & Medicaid Services (CMS) have given Medicare Advantage (MA) beneficiaries an additional enrollment period called the Medicare Advantage Open Enrollment Period (MA-OEP.)

What this means for Beneficiaries

Each year, starting on January 1st, Medicare Advantage members will be able to make a one time plan change through March 31st of each year.

Agents that have been around for a while remember that the Open Enrollment Period (OEP) was critical for people who failed to change plans during the Annual Election Period or those who made the wrong choice and only realized it when they tried to use their plan in January. This new enrollment period helps protect beneficiaries who may only look at how their co-insurance and co-pays are changing, but may not realize that their doctor will no longer be accepting the Insurance/Plan they haveIt also gives us another three months of selling to increase our customer base.

It’s in your and your Client’s best interest

For new agents who have yet to experience an OEP, you might be scared that all your your new clients could leave and all of your commissions would be charged back and … you would be right! This puts more burden on you the agent to put them in the correct plan in the first place, which is a good thing if you ask me! Make sure you call your clients the first week in January and find out if their plan is working correctly for them. OEP gives you a chance to correct plans if you find out that your client’s doctors are no longer in network after the first of the year. It also allows YOU to market yourself and gain new clients from those agents that are not returning phone calls or following up on their clients needs.

How does OEP protect your business?

It never fails that I have someone call me after December 7th saying they want to sign up for the plan now and I have to tell them “It’s too late, you are locked into your current plan until the end of next year unless you move out of the county.” Even worse is the client that calls me in January looking for my help and another agent put them on a different plan just to make a commission. I have had it happen. An agent “stopped by” just to go over her Medicare even though she told them she had an agent and was already signed up. Next thing you know they are on a different plan and I can’t help them. OEP gives you the chance to keep that business and allows you inoculate your clients from agents that want to poach your business. It forces you to do your job… or someone else will do it for you!

21st Century Cures Act

The 21st Century Cures Act allows all Medicare beneficiaries one change during OEP. The law also prohibits carriers from advertising to consumers to utilize the OEP to change plans. It’s up to us to educate our clients and potential clients of the upcoming changes. If you have a penchant for reading ridiculously long and boring Congressional Statutes, then you can read about this new law in its entirety right here!

Keep up to date with the latest in Medicare news by subscribing to our blog on the right hand side of your screen! 



2020 ahip discount certification
Medicare cost-sharing
2019 Medicare Broker Compensation

Reboot: What is Low Income Subsidy?

Join us for the reboot of our Webinar Wednesday topic “What is Low Income Subsidy?”

Here’s what we’ll cover:

  • What is Low Income Subsidy (LIS)?
  • Who Qualifies for LIS?
  • What is SPAP?
  • How does an SPAP support Medicare Part D?
  • How to market yourself to these potential members

Reboot: Finding Dual Eligibles

Join us for this great training — Webinar Wednesday “Reboot: Finding Dual Eligibles!”

Back by popular demand! Here’s what you’ll learn:

  • What is a Dual Eligible?
  • What are the different levels of extra help?
  • What are Medicare Sales Programs and what do they cover?
  • How to compliantly find and reach potential clients
  • How to market yourself to these potential members

After registering, you will receive a confirmation email containing information about joining the webinar.

We have other great opportunities to increase your sales!  Learn more by clicking here for the full calendar of events.

Reboot: Mastering Hospital Indemnity

Are you looking for ways to cash flow your business? This webinar is for you! Back by popular demand and better than ever: “Reboot: Mastering Hospital Indemnity!”

Join Charlie Ferrell, National Sales Manager for RB Insurance Group, and get started today to learn how Hospital Indemnity works for you! Attend “Reboot: Mastering Hospital Indemnity” on May 17, 2017 at 9 AM MST/12 PM EDT.

 

Here’s what we’ll cover:

  • What is Hospital Indemnity?
  • How to sell Hospital Indemnity
  • How to use Hospital Indemnity to create leads for other products
  • How to use Hospital Indemnity to cash flow your marketing efforts

 

After registering, you will receive a confirmation email containing information about joining the webinar.

Increase your sales with our other great training opportunities!  Click here for the full calendar of events.

 

Stay focused on earning money

RB Insurance Group Managing Member: Bob Bever

Bob is the managing member of RB Insurance Group, LLC, an FMO based in Arizona, specializing in providing senior insurance agents with family-style customer service, without sacrificing the tools and resources of a much larger corporation. Bob is an expert in direct sales and leadership, and a proud 4th generation Arizona Native! Bob has over 35+ years of experience in the health insurance industry, and his past experience includes working as a field agent for Intergroup, Health Net, Cigna and Farmers. Since 1978 when Bob first got licensed as an insurance agent, to now, his focus has been on bringing excellence to the senior health insurance industry. Bob has a heart for seniors, and his no-nonsense approach and dry humor have endeared him to the clients and the agents he works with. Bob is semi-retired now, but his values of hard work, a positive attitude, and being an advocate for the needs of his clients continue to be the guiding principles of RBI.

Stay Focused on Earning Money

RBI’s Managing Member, Bob Bever


At the beginning of the year, we talked about how to set realistic goals for the year, and how to make sure your opportunities from AEP didn’t slip away.  If you’ve been dedicated about working hard on your plan this whole time, chances are you’re getting a little worn-out. Not to mention, this time of year brings its own set of challenges. There’s so much sunshine and good weather all around, and fun events like graduations, vacations, baseball games, etc. Human nature being what it is, it’s easy to get busy on the things that don’t actually make you money. Everyone needs a break to get your motivation back, but be careful not to get caught up in the day-to-day of summer fun and forget to check in on your goals. Pull out the list from the first of the year every week and evaluate how you’re doing. Do you need to get back on track?

Stay focused on earning money

stay focused on earning money

This time of year is full of great activities, but stay focused on earning money!

My advice for this time of year is simple: return to the basics.  For those agents that work in the senior insurance market and are not “hobbyists,” you should be spending half to two-thirds of your time in your business. That’s between 30 to 40 hours of your week on work time. And there’s plenty to do this time of year.

Stay in touch with your clients

Don’t forget to be making an effort to stay in contact with your existing clients, whether through a friendly phone call, or a postcard. Your clients are your primary source for new business so be sure to take very good care of them, and ask them to refer others to you as well.  9 times out of 10 the hottest leads you get are referrals from someone the beneficiary trusts.  Over time, this will secure your future for years to come, I can assure you.

Look over your portfolio

Evaluate your contracts, make sure you’ve got all the plans that are competitive in your market. Do you have all the product training that you need to serve your members?

Look for new opportunities

Stay focused on earning money

Grow your business with new opportunities.

If you’re looking for other opportunities, it’s a great time of year to start to make additional contacts with providers, nursing homes, and other community resources for seniors. Many agents will be going on vacation or slacking off this time of year, and if you are able to build a relationship now, or sponsor community events, you’ll be able to reach more potential clients later. Something to keep in mind is that with the changes in government and the rumblings about a new under-65 healthcare roll-out, many beneficiaries are concerned about their coverage. Now is a good time to meet with members to provide some reassurance, and hold educational events to explain how Medicare works with Medicare 101 classes.

Want some ideas of new and different ways to market in your community?

Check out our “Community Marketing” webinar where we talk about the different events and ideas you can do to generate new business! RBI can teach you how to “own your own backyard” and become known as the Medicare expert in your community. Have you completed a contract yet? Call our team at 1-800-997-3107 or click here to complete the Fast-Track and get appointed even quicker!



AEP
New Agent
Senior Insurance Acronyms

The Facts about Selling Final Expense Insurance

Final expense is a product all of us could use if you think about it, but few agents take the time to actually point it out to their senior clients. The myths that surround final expense can make it seem too sensitive a subject to even bring up, so many agents I know don’t even bother. I used to think selling final expense was difficult and a waste of my time. I wasn’t educated on the products, and looking back I realized I passed up many opportunities just because I didn’t know enough about selling final expense insurance.

When Final Expense Becomes Personal

When my uncle passed, I was charged with handling all his final affairs. The costs associated with his final resting place were almost $8000! My uncle’s final expense policy really saved me from more grief and stress upon his passing. It paid out quickly and covered the cost of the funeral so that my aunt didn’t have to worry about it. Having to come up with roughly $7,600 within a couple of days without the policy would have been very hard. I was also lucky my uncle already had picked out and paid for his burial plot and headstone. This experience changed my perspective on final expense insurance altogether.

What is Final Expense Exactly?

Final expense is a life insurance policy with a death benefit somewhere between $5,000 and $30,000. It’s generally offered to individuals who are 60-85 years old. The policy is more expensive the older you get. Final expense is a whole life plan and generally does not require a medical examination, but it does have health questions to determine if you qualify for the policy or the type of policy you can purchase (level, graded or modified). selling final expense insuranceThe good thing about a whole life policy is it will remain in force as long as the premium is paid. Final expense is becoming more popular today as Baby Boomers age and are using whole life policies to replace the term policies purchased in the 1980s and 1990s that are expiring or are cost prohibitive to keep in force.

What Every Agent Should Know about Selling Final Expense Insurance

A knowledgeable agent will be able to show potential clients why final expense is a wise investment and use some type of calculator to determine how they want to plan for it. The objective is to find the best insurance company that offers the best rates so they can be assured their family is taken care of.  That’s really what final expense is about, after all. Present multiple options from reputable carriers and let your client make their choice. Some agents suggest doing a “dream funeral” and how much that would cost versus what they can afford. Most plans will also include some type of funeral planner you can share with your client — just make sure you follow up with your clients.

Sharing my Story: Final Expense Applied

Listening to my aunt and uncle’s stories as I helped them fill out a funeral planner turned out to be a comforting memory when my uncle passed. They had developed the program: from the music they wanted, their pallbearers, who they wanted me to thank and what they wanted in their obituaries.  As an agent, sharing my story with clients has made it easier for them to start an important discussion with their family.

Call RB Insurance at (800) 997 3107 or email me to learn more about our final expense contracting opportunities.

Zero interest in selling Medicare Advantage? Think again.

James Gramp

RBI Senior Sales Coordinator/

Independent Agent: James Gramp

With his signature common sense, quiet good humor, and brilliant customer service, Jim is the other half of the RBI phone answering dynamic duo! An Arizona native, Jim manages agent relationships for the East Coast and specializes in the RBI agent tools, especially the Agent Market Edge. Jim has been a licensed health insurance agent for over a year, and has worked at RBI for 2 years. An accomplished bassoonist, he is known around the office for his amazing musical skills. In addition to keeping busy around the office, Jim frequently contributes to our blog, bringing a new agent’s perspective to the RBI online presence.

Zero interest in selling Medicare Advantage?

Think again!

RBI Senior Sales Coordinator/Independent Agent: James Gramp


As a Senior Sales Coordinator at RB Insurance Group, I talk with agents from all over the country.  Every now and then I’ll talk to an agent who has zero interest in selling Medicare Advantage(MA). These agents usually fall into 1 of 2 camps, either they don’t like the product, or they are afraid of the certifications to be ready to sell.  But MA products are proving to be a really good fit for many beneficiaries and members continue to enroll into the plans. Market penetration for MA plans is growing, and the excuses could be costing you money. Let’s take a look:

Market Penetration for Medicare Advantage

According to Mark Farrah and Associates, in 2015 Medicare Advantage covered over 18 million members or about 33% of the Medicare population and is still showing growth year over year. Medicare Supplement beneficiaries account for just under 12 million.  You can educate people all you want on why you think Medicare Supplements provide superior coverage (and I would agree in a lot of situations) but the fact is Medicare Advantage is here to stay.

Reasons Why Members Choose an MA Product

Zero interest in selling Medicare Advantage

Some members like the additional benefits with an MA plan, like dental or vision.

We recently hosted a webinar about Aetna by Daniel Santos, the Medicare Broker Manager for Arizona. (If you missed the webinar, watch the recording here) If you aren’t aware, Aetna has some great MA plans in Arizona, but also across the nation in other markets. Daniel’s presentation highlighted a few reasons that members like MA plans: many folks prefer to have full coverage in 1 plan, with predictable out-of-pocket costs, and a lot of the time with a $0 premium. Some people like that there is no underwriting with an MA plan. And some folks like the extras that you can qualify for with an MA plan, such as dental or vision benefits.

Overcoming Objections: “I don’t believe in the product”

In my day-to-day conversations with agents, I’ve come across one objection very consistently. “Well, Jim, I just don’t believe in the product.” Or “I just don’t want to sell a product I don’t believe in.”  This usually leads into how a Medicare Supplement plan F or G is the best coverage you can buy. While I agree that plan F and G provide excellent coverage, not everyone is the same. As we saw above, a lot of people are choosing Medicare Advantage for their coverage and the market is growing.  The bottom line is a lot of people (especially healthy people) can’t stomach paying for a Medicare Supplement policy and if you don’t sell them an MA plan then somebody else will.

Overcoming Objections: “There are so many certifications”

The second most common reason agents tell me they don’t sell Medicare Advantage is because of all the certifications involved with MA.  I’ll be the first to tell you how much I LOVE doing my annual AHIP test. (I’m kidding of course.)  I have good news for you though, it gets easier!  I’ve only been in this business for 2 years and if I had to put a number on it, it probably takes me a couple hours at most to knock out my AHIP plus my 5 carrier certifications.  With most carriers doing lifetime commissions for MA, I will gladly set aside 2 hours of my time every 365 days to collect my renewals. 

Now that I’ve convinced you to sell MA, why should you contract with RB Insurance Group? Stay tuned for my next article, “The RBI Difference” and learn how to get your AHIP reimbursed as well as how to earn $25 in marketing credit for each of your MA enrollments!


2020 ahip discount certification
OEP

2 Simple Sales Tips: Listen and Observe

Senior Agent Contributor: Tom O’Neil

Tom O’Neil has been in the Medicare industry since the 1970s!  Whether the topic is selling Dual Eligibles, or how to increase business cash flow, or simply the craziest Medicare Advantage home appointment he’s ever been on, he has a wealth of stories and enjoys sharing them. When he isn’t running appointments, writing for our blog, or planning his next sales, he enjoys spending time with his canine companion, Molly.

Pictured above: Tom’s sweet pup!

2 Simple Sales Tips:

Listen and Observe

Senior Agent Contributor: Tom O’Neil

This humble offering is directed at those brave souls who have decided recently to enter the rewarding and challenging Senior Insurance Market.


Let me preface this brief sales tip with a story:

Back in the 70’s I was lucky to score an Army school slot at Fort Rucker, Alabama, the home of Army Aviation.  The course of study was for those being awarded the designation of Air Traffic Control Specialist (ATC).  It was by no means a slam dunk.  About 25% of my enlisted classmates washed out during initial academic testing, live tower operations or by failing the FAA final exam. 25% was an unusually high failure rate for an Army school.  We all had to pass the same FAA ATC test taken by civil service controllers as well as completing the military portion of the training.  Almost all the soldiers had at least one or two years of college and a few were degreed.  The Army had only recently reclaimed the ATC training program from the Air Force ATC school at Lackland AFB.  To say the least, the Army was going through some growing pains getting things up and running.

Moving on to the sales tie-in:

Redstone Airfield Air Traffic Control Tower

This tower, at Redstone Field, is identical to the training tower I was assigned to, while at Ft. Rucker. — Tom O’Neil

In the initial academic training my scores and evaluations were excellent.  The staff awarded me and one other student a special “honor graduate” designation for stage one of training.  I was assigned to a cramped training tower with another soldier where we worked with American student pilots.  It was a very busy airfield from dawn to dusk.  We were both doing great as student controllers until the pilots from South Korea came in for my last week of live training.  The Koreans, speaking English, were hard for me to understand.  I was starting to panic and lose some confidence.  If I didn’t pass this final portion of my training I would be off to Jeep mechanic school!  My training partner, another “PFC,” was doing great with the Korean flyers.

When I asked my buddy how he was excelling he gave me some great advice: “Don’t just listen to them, look at the aircraft to see what they are doing.  By observation determine exactly where they are coming in from and anticipate in advance what they are doing and it will be easy to understand what they are transmitting and requesting.  They are all flying the same damn patterns!”  Wow.  By the next afternoon I was as comfortable as a minnow in a mountain stream.  We both graduated and went on to our unit assignments.  My old ATC buddy now runs a chain of pizza places back East.

The 2 simple sales tips: listen and observe

Our senior clients are “all flying the same damn patterns” as my buddy noted about the Korean pilots.  They have different starting points, may want a different runway, need to refuel, or might even have what they consider an emergency.  By listening and observing (body language, medical devices, meds) before we start the sales process we can identify where they’ve been and where they want to go.  As independent agents we can offer them a lot of different options (runways?) and add-ons.  Let them transmit what they want before YOU decide where to send them.  They always transmit the info, we just have to listen, observe, communicate, and then “control.”

NEVER ASSIGN A RUNWAY UNTIL YOU KNOW THE DESTINATION.

For access to the RBI library of great sales training and industry expertise, call 1-800-997-3107 or click here to get contracted. We do things differently: see the RBI difference in action in your business today! 



2020 ahip discount certification
OEP

Targeting Your Ideal List — the most misunderstood Direct Mail concept

Justin Bever

Director of Marketing: Justin Bever

About the Author: 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 the agent’s toolbox, 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. 


Targeting your ideal list

Targeting Your Ideal List:

the most misunderstood Direct Mail concept

Director of Marketing: Justin Bever


When you think about marketing for Medicare, you probably think of Direct Mail. Thanks to CMS Guidelines restricting outreach methods for Medicare Advantage, Direct Mail is a popular way to find new leads.  What you may not know is that Direct Mail is also very effective to reach other types of prospects in the senior insurance market. If you have been following our webinars this month, you’ll know that we tackled the basics of how Direct Mail works last week. Let’s take a closer look at the single most important part of a Direct Mail campaign: targeting your ideal list.

Targeting your ideal list matters

Building a list is not only the most important part of any Direct Mail campaign, but also the most misunderstood concept in Direct Mail. You can have the best copy, the best offer, the most beautifully designed postcard and if you send it to a list that isn’t relevant to what you are selling, you’ll get a 0% response. Think about this for a moment. Talk about a waste of marketing dollars.

Relevance drives sales

Why does this happen? Simply put, prospects buy what is relevant to them. Television ads are a great example of this: big companies pay lots of money to know what demographics are watching so they can target their ads to those consumers. In our business this concept is pretty obvious: you wouldn’t send a Medicare lead piece to an 18-year-old college student, because it is completely irrelevant to their needs and desires. So, how do you select a list that will be relevant to the piece you are sending?

Types of lists for Direct Mail

Targeting your ideal list

How do you select a list that will be relevant to the piece you are sending?

There are four primary types of lists that you can target in Direct Mail:

  1. House lists (your clients, past and present, and your previous responders)
  2. Consumer Lists (rented or purchased)
  3. Business lists (rented or purchased)
  4. Specialty lists (think specific magazine subscribers, for example)

Each type of list is going to require a different type of mailer or outreach. For finding new prospects specifically, in our industry we rent or purchase consumer lists. There are a number of ways that you can rent or purchase consumer lists, but the retail price you’ll find is typically between $0.05 – 0.08 per record. (Stay tuned for RBI discounts available to contracted agents!)

Not all lists are created equal!

When you purchase a consumer list, you want to look at three demographics (or selectors as list brokers call them): age, income and geography. Using geography as a selector makes sense: you don’t want to get leads that are out of state, for instance. Age and income are a little trickier, but a rule of thumb for a higher success rate is to target ages 64.5 to 85 for Medicare Advantage, and 64.5 to 75 for Medicare Supplement. Replacement Medicare Supplement plans are more effective up to the age of 75; beyond age 75 most beneficiaries choose a Medicare Advantage as a replacement. Why you ask? After age 75 there are higher costs on a supplement and stricter underwriting as well. Ultimately, targeting your ideal list dictates the success of your direct mail campaign.

Are you ready to get started?

We can help you! We work with print and fulfillment companies to bring you discounts and exclusive pricing on mailers. At RBI, we will make sure you get the right list for every mailer you send and the cost of the data is included in all our mailers. If you do feel the need to purchase a list separately, our cost to contracted agents is only $0.025 per record. Give us a call at 1-800-997-3107 if you want help selecting the right list for your campaign.

Still not convinced? Watch the webinar! “Direct Mail Madness” covered the basics of Direct Mail marketing, and “Medicare Marketing Madness” covered how to use Direct Mail for your senior insurance business! 


2020 ahip discount certification
OEP

Dual Eligible New Plan Member Outreach

James Gramp

 RBI Sales Coordinator/Independent Agent: James Gramp

Pro Tip: If you can solve your client’s problems that have nothing to do with Insurance, you will be their hero.  It can even be as simple as remembering something that they have going on in their life and asking them about it.  I know an agent really went the extra mile from a conversation with one of their clients. The Dual Eligible member had mentioned that she wanted to get a bike for her son’s birthday that was coming up but couldn’t afford it.  The agent was able to find a local organization that gives bikes to under-privileged kids and the mother was able to get her son a bike, thanks to this agent’s work.  Treat Dual Eligible beneficiaries like human beings and not just a client and I promise you that you’ll see more business stay on the books.


Dual Eligible New Plan Member Outreach

RBI Sales Coordinator/Independent Agent: James Gramp


Are you tired of hearing about why you should be taking advantage of the great opportunity you have to sell Dual SNP’s year-round? No? Good, because I’m not done talking about it!  The biggest complaint I hear from agents that don’t want to bother with Dual Eligible beneficiaries is that DSNP members can change plans throughout the year, are harder to keep as clients, and agents eventually lose them much sooner than a regular MA client.  So what’s the secret to retaining your DSNP business?  Member outreach.

What does member outreach look like?

When dealing with your Dual Eligible clients, you need to be reaching out to them regularly. Make sure they know that you’re there for them when they have problems.  By following my new member outreach strategy, your clients will not only see you being proactive with their insurance, but you’ll solve problems before they even arise!

5 steps to great member outreach (with a timeline!)

Step 1: Thank you letters (Next day or end of the week)

The first thing I do after enrolling someone in a Dual Eligible plan (I do this for every client of mine, not just Dual beneficiaries) is to send them a thank-you card, showing your appreciation for being their healthcare agent.  To give it a more personal touch, I also like to include a picture of myself and hand sign the letter. Bonus points if you hand write the whole letter! (If you want to get some help on thank you letters, RBI works with print and fulfillment companies for huge agent discounts!)

Step 2: Call to follow-up (2 weeks after the appointment)

Two weeks after submitting the member’s application, give them a call and confirm that they got their member ID card.  It’s the perfect time to order a new member ID card from member services if they haven’t gotten it yet.  Just call member services with your client on the line.

Step 3: Ask how their coverage is going (30 days after receiving the member ID card)

After 30 days of their new coverage, remind your DSNP beneficiary of any outreach that carriers do for new members, like welcome calls or any Health Risk Assessments.  Ask if they’ve seen their Primary Care Physician yet. (Especially if they’re seeing a new doctor!)  Also confirm that they received any other materials related to plan benefits like OTC cards and catalogs.

Step 4: Help them contact doctors (2 months after enrollment)

Two months after enrolling them, if they still haven’t seen their doctor yet (when you asked them the previous month) then make sure and find any phone numbers they need to schedule a doctor visit.  Make sure your members understand how all of their extra benefits work and how to utilize them.

Step 5: Make yourself available like clockwork (every other month after first doctor visit)

After I’ve made sure my DSNP clients know exactly how their plan works and how to use it, I follow-up every other month just to make sure they’re not having any problems.

Your members will appreciate that you’re being proactive rather than waiting for a problem to come up with their insurance.  Keeping your DSNP clients (and all clients) on the books boils down to giving the best customer service possible. When you step up your member outreach and make sure your clients are utilizing the plans benefits to its fullest, you’re ensuring that your clients never need to seek out help from another agent.

Want more great Dual Eligible advice? Click here to see our webinar “Finding Dual Eligibles” and get started! Click here for a list of carriers in your area, or call RBI at 1-800-997-3107 to speak to our team! Let’s get YOUR Dual Eligible book of business activated today! 


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