AEP season might be over, but now is the time to start planning for 2023.

First I would like to say Thank You all for a great AEP season. I know we just ended AEP December 7th but this is a great time to start planning for 2023. This next quarter is critical for setting the tone for 2023. I have a few ideas to share that I hope will help you start 2023 off strong and retain the clients you have worked so hard to obtain during AEP.

Starting first quarter 2023 I will be offering our Medicare University, both in person and virtually. This will provide an opportunity for any agents interested in offering Medicare solutions or desire to grow their Medicare business. For our veteran Medicare agents, I will be offering a more in-depth virtual class wherein we will take a deeper dive into Medicare. Please reach out to me if you are interested in any of these classes.

AEP Client Retention Strategy

3 Day Call:

The last thing a new member needs is a surprise. So, three days after enrollment, call them. Thank them for enrolling. And then explain exactly what materials they’ll be receiving from the carrier. Here’s how the conversation could go:

1. Introduce yourself and your agency.
2. Thank the member for choosing their plan. Remind them of the plan they chose and be certain to indicate the day of the week they enrolled. Then outline exactly what the member will receive from the plan and when it’ll arrive.

• Enrollment Letters
• ID Cards
• Plan Coverage Package

3. Encourage members to create their online accounts
4. Thank the member

30 Day Call:

A month goes by pretty fast but a lot happens that sets the stage for the coming year. So, 30 days after enrollment, call your member to walk them through some simple tasks they can complete to make the most of what their plan has to offer. To ensure this call makes an impact, follow this outline.

1. Introduce yourself and your agency.
2. Follow up on the topics you covered at the three-day mark.
3. Dive into benefits they should take advantage of immediately.
4. Finish the call with clear next steps.

• Encourage your members to make contact with their doctor. This will give you an opportunity to review the importance of using network providers and finding specialists. › Use Physician Finders to find participating providers. › Explain how to access the directory. Get them a hard copy if they ask for it. › Demonstrate how to use it so your new member feels confident finding doctors and specialists. Provide the resources you discussed on the call.

60 Day Call:

Now it’s a couple months after enrollment. Your client should be feeling comfortable with their plan. That means it’s a good time to explain the advanced benefits and value-added services that make their plan unique.

1. Introduce yourself and your agency.
2. Follow up on the previous month’s call.
3. Begin a conversation about value-added services.
4. Ask if they have any questions, remind them you’ll be checking in again next month and provide any of the resources you discussed on the call.
5. Close the call by making sure the member feels supported.

90 Day Call:

Client retention is a year-round investment. The more value you add to your relationships, the more it helps your credibility. (And the more likely it becomes that your clients will talk about you with friends and family!) It’s the retention circle: when members are more engaged in their plan, they’re usually happier with the plan. And the happier they are, the more likely you are to keep them as clients.

1. Introduce yourself and your agency.
2. Follow up on the last call.
3. Say that good health starts with preventive care.
4. See if there are others who need your help.

• Remind the member of SEP opportunities that might help friends and family. (Remember, a beneficiary must ask about changing plans or indicate dissatisfaction with their plan for agents to discuss Open Enrollment Period.) More to follow about OEP below...
• Ask for referrals, including names and addresses but don’t request email or phone numbers.
• Schedule time with member if you have not already to discuss what other areas of coverage they may require. There are many products that fill the gaps in coverage and things that are not covered by Medicare. Many of us know dental is one such benefit not covered by Medicare or a Medicare supplement, but it is something many clients are interested. For those agents that sell Medicare advantage plans, hospital indemnity plans help cover those out-of-pocket cost for a hospital stay. Of course, you can always talk to your clients about the need for cancer insurance, life insurance, long-term care, and annuities. If you would like to learn some techniques in cross-selling other products with your Medicare beneficiaries, please let us know. We would love to help you.

After 90 Days

1. 91-365 Day Checklist:

• Send birthday cards.
• Send holiday cards.
• Ask for referrals, including names and addresses, but don’t request emails or phone numbers.

2. October and November are a special opportunity. Be sure to call members. You can discuss plan changes and enhancements. And beginning October 1st, schedule reorientation seminars that get seniors up to speed on what’s to come in the upcoming year.

Open Enrollment Period (OEP) January 1st through March 31st.

What is the Medicare OEP?

The Open Enrollment Period allows beneficiaries who are enrolled in a Medicare Advantage Plan to make a one-time change. Beneficiaries can use the Medicare OEP to:

• Switch from one Medicare Advantage plan to another Medicare Advantage plan
• Disenroll from a Medicare Advantage plan and return to Original Medicare, with or without a Part D drug plan.

The Medicare OEP does not, however, allow a beneficiary to change from one Part D plan to another.

IMPORTANT—Agents may not market the ability to make plan changes during the Open Enrollment Period. If the member indicates dissatisfaction with the plan they’ve selected AND it’s within the OEP of January 1-March 31, you may discuss all applicable election periods with the beneficiary, such as OEP or SEP, if the member qualifies for an SEP. The beneficiary must initiate the conversation!

We get that OEP comes with a lot of uncertainty. It’s more crucial than ever to try new ways to invest in client retention so you don’t lose the book of business you worked so hard to grow during this AEP.

Rick Roberts