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The Centers for Medicare and Medicaid Services (CMS) put the industry in a minor panic when it announced that starting Oct. 1 agents must record all calls with Medicare beneficiaries and state a new disclaimer. Fret no more because YourMedicare SunFire has a solution, and you can use this new feature right now! On Sept. 20, YourMedicare launched its telephony system to agents nationwide. This new system gives agents the ability to make and receive calls through the YourMedicare SunFire platform. The system assigns agents a virtual phone number with a customizable area code, making the number more familiar for their clients. Wondering about a cost? We’ll cover that later. SIMPLE RECORDING SETUP If you’re already using YourMedicare for your quoting and enrollment needs, you’re a step ahead of the game. • From your dashboard, go to your profile Not a current user? Grab your National Producer Number and reach out to info@yourmedicare.com for login credentials. You do need to be licensed, appointed and fully certified with at least one Medicare Advantage carrier in order to get access. Once you’re able to login, follow the previous steps to get started. After the virtual phone number is created, select “Start dialer phone” at the top right of the dashboard. You’ll see the status change to available. The system records and stores every inbound and outbound call, saving them for the compliant ten years. MORE GOOD NEWS Let’s address the new disclaimer CMS requires agents to state during the first minute of each call. “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.” Think you’ll need to memorize this or have it on a nearby Post-It note? Not the case with YourMedicare SunFire. Each call starts with a recording of the disclaimer, so there’s absolutely no need to worry about it! With all these features, you may be thinking to yourself “That’s a huge burden off my back, but how much does it cost?” It’s a simple answer: it’s absolutely FREE. It’s YourMedicare’s way to thank agents for their dedication and partnership!
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In just a matter of days, specifically October 15th, the two thousand twenty two AEP season will begin. As such, we felt this was a great time to discuss common causes that lead to a CTM filing.
There are many reasons a beneficiary would file a CTM, but during AEP, more often than not, these complaints stem from an agent.
• not building a rapport with the client
• failing to provide all the essential reasons for choosing a particular plan
• missing important cues from the client during a conversation
Simply stated, building rapport with potential clients is a sure shot way of avoiding these common mistakes.
Sell with your ears, not just your words
Your sales script is an important part of any enrollment, but active listening is the key to a successful sale. Unfortunately, agents can be so focused on what they are about to say next that they actually fail to hear what their clients tell them. This inactive listening may lead agents to respond inappropriately to what they're being told by the client. Be ready to pause and listen throughout your call. Monitor yourself:
Respond to your client's needs
Listen actively and paraphrase what you hear. This technique works particularly well when your client expresses what benefits they are looking for. Your paraphrasing confirms for them that you have the same goal in mind and that you are working together to find the best plan.
React appropriately to additional information
The benefits your client is seeking may not be the only thing they share with you. Medicare beneficiaries are often experiencing major life changes. Acknowledging their concerns and showing appropriate sympathy is important. Some situations may be tough to address, such as the recent loss of a loved one or recent loss of mobility. You don't need to dwell on your client's news, but they will appreciate a few words of sympathy.
Be comfortable with negative feedback
Your client may raise a concern regarding the plan you present. For example, the plan has all the benefits they have been looking for but they are concerned because their specialist is not in the plan's network. It's important not to ignore or disagree with that objection. Instead, acknowledge the concern and talk through it with them. Give them ample time to consider the pros and cons - show them that you are in this together.
Identify client cues
Listening carefully to both what your client says AND how they say it is essential. As you review benefits with them: Do they like what they are hearing? Do they need anything explained or repeated? If they seem hesitant, explore where they may have concerns.
It is important to consider these tips throughout all of your interactions with clients to ensure that they are happy with their selection and to encourage them to contact you if they have concerns.
