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New CMS Guidelines: Recording of Calls
CMSĀ has presented new guidelines with requirements that impact independent agents and brokers. The new guidelines apply to those selling Part D and Medicare Advantage plans. Empower Brokerage is fully committed to helping all contracted agents comply with these new requirements. The organization has all the necessary tools for agents and will have everything needed for a successful AEP season. We endeavor to aid agents with tools, experienced advisers, and resources as we stay on top of all new announcements from CMS. We are a team. Each of us utilizes our strengths, saving time and preventing frustration.
To whom do these new CMS guidelines apply?
All agents and brokers who engage in sales calls must record all calls with beneficiaries, including all sales calls and the enrollment process. HIPAA rules mandate saving new and existing client recordings for 10 years. Beginning October 1, 2022, independent agents and brokers and all third-party marketing organizations must record all calls in their entirety, including the enrollment process, with their beneficiaries when marketing plans for 2023 and on.
What is a sales call?
A sales call is any call in the sales process from start to finish. ThisĀ āchain of enrollmentā includes the steps from when a beneficiary becomes aware of Medicare Advantage or plans and makes an enrollment decision to the end of the enrollment process. Calling a new lead, scheduling an appointment with a client, collecting information about providers, gathering prescription drug information, answering questions while educating a client, and phone enrollments are examples of calls that would fall under this rule. Part D plans apply as well. Any interaction conducted via Zoom will also require recording. In-person, face-to-face marketing and sales appointments do not need recording. Any follow-up calls related to the sales and completing the enrollment process would also need to be recorded.
Empower Brokerage has many tools available for its agents to help them comply with this new regulation. TrustyCare is in the process of implementing new functionality to be able to record your calls with your clients. Ring Central will provide the call recording capacity. Trusty Select Pro will be able to call, record, and store each communication according to HIPAA compliance at the touch of a button. Each recording will be stored following HIPAA requirements. Empower Brokerage will always continue to provide clarity and help as it becomes available to give you the adequate tools for success.
Agents
We hope that this information on new CMS recording guidelines is useful to you.
Empower Brokerage is dedicated to helping you make informed decisions about your health and finances. Whether itās through webinar training, one-on-one calls, seminars, new tools for compliant or marketing plans, we want you to be successful!
Give us a call atĀ 888-539-1633Ā or leave a comment below if you have any questions.
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