Compliance Performance Indicators
CMS holds all agents who enroll clients in Medicare Advantage and Part D prescription drug plans responsible for their marketing behavior. All of the carriers have compliance oversight teams that monitor the activities of agents selling their products.
Many of the indicators that are commonly used by both CMS and the carriers to monitor agent performance are explained below. There are also some helpful tips to assist agents in staying compliant with CMS Medicare Marketing guidelines and the various carrier compliance programs. Note: disciplinary or corrective action by the carrier for not meeting expectation in these areas may include re-training up to termination and formal reporting to the Department of Insurance.
Complaints and Marketing Incidents
Both the carriers and CMS field receive complaints from consumers about agent marketing practices. Carriers track the volume and types of allegations that are made. If you receive a complaint from the carrier, respond within the timeframe given with all necessary documentation, keep the response non-emotional and do not contact the client during the complaint process.
imely handling and processing of enrollment applications is important. A late application is defined differently by each carrier. Usually, applications must be in the carrier’s possession within two calendar days of receipt by agent. Try to use electronic methods or fax. And beware that there are often two separate fax lines for Part D applications and Medicare Supplement applications. Avoid holding onto applications for any reason.
Monitors the number and percentage of enrollments cancelled before the effective date of coverage.
Monitors the number and percentage of disenrollments within 90 days of the effective date (excludes disenrollments due to death, out-of-area moves, loss of Part A or loss of Part B).
Scope of Appointment (SOA) Forms
Beneficiaries must complete a Scope of Appointment form before all one-on-one appointments/meetings (whether in person or over the phone) to discuss MA, MA-PD and/or PDP products. If the client wishes to discuss a product not included on the original SOA form, you must complete a new SOA for the new product line. SOA forms are not required to attend a formal or informal marketing/sales event. Forms must be CMS-approved and filled out correctly.
PCP Auto Assign
Some plans require the client to have a designated Primary Care Physician (PCP) and it will be noted on their member ID card. If the enrollment application contains Name and ID fields for PCP information, then a PCP is required and the agent should work to populate the section. If the PCP fields are left blank, or invalid PCP information is entered, some carriers will auto assign a PCP to the client. A PCP auto assignment is a negative mark for the agent, as it can lead to member dissatisfaction, delay member services, etc.
Permission to Contact (PTC)
Agents aren’t allowed to call or email prospective clients about MA-PD or Part D unless the client specifically asks to be called. Agents can only call a potential client when the client has given express written permission to contact them. PTC can be obtained by a prospect returning a business reply card that discloses who will contact, what products will be discussed and by what specific method the consumer can expect contact. The following is the recommended disclaimer “By submitting this form, I understand a licensed agent may contact me by telephone or email to discuss Medicare Advantage and Part D Prescription Drug Plans.” Adding this to bottom of the business reply card (postal or electronic) will allow agents to obtain valid permission to contact the prospect that submits the form about Medicare Advantage or Part D Prescription Drug Plans.