Molina Matters

OCTOBER 26, 2022

New & Exciting

WHO

has to record

Medicare Advantage

enrollment calls?

CMS issued FAQs last week.

CMS issued its 2023 Final Rule in May, which includes the new call recording requirements for Medicare Advantage enrollments.

CMS posted FAQs to the Managed Care Marketing site on 10/19/2022.

The marketing requirements:

Apply to all health care agents who enroll new and existing Medicare beneficiaries in MA plans
Mandate storage of telephonic sales and enrollment recordings in a HIPAA-compliant manner for at least 10 years

Compliance with CMS regulations is mandatory.

For more information, read the highlights below, and

see the FAQ document posted on the CMS website.

REQUIRED STATEMENTS

All organizations and agents are required to make the following disclaimer within the first minute of every inbound and outbound

sales phone call: (if applicable)

“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 your options.”

All organizations and agents are also required to make this disclaimer:

"This call is recorded for quality assurance purposes. You are not required to provide any health-related information unless it will be used to determine eligibility for enrollment

into a health plan. I’m going to

continue now if that’s all right.

May I continue?"

If a beneficiary refuses to agree to being recorded, the agent cannot

complete the enrollment. There are no exceptions to this CMS requirement.

ENROLLMENT METHODS

Phone

The rules apply to any marketing call starting when a beneficiary is made aware of a plan

to the end of the enrollment process.

Virtual Forums

Zoom calls and other calls using virtual technology between a Medicare beneficiary and an organization or individual must be recorded.

In-person

CMS does not require recording of in-person communications.

SOLUTIONS

Molina Medicare can help you by providing

tools compliant with these new regulations.

Electronic

We recommend electronic submissions every time possible, and we offer DRX/Connecture software for brokers

to use for online enrollments. It provides free call recording, retention, eligibility confirmation for Medicare, and the

fastest enrollment processing possible. Please use your standard log-in

and password for DRX/Connecture and follow the prompts.

Telephonic

For telephonic submissions, please see our job aid, The Telephonic Enrollment Process, posted on the Molina Agent Center. You will complete and upload a

Telephonic Enrollment Form and then

engage in a 3-way call with Molina and the beneficiary. The telephonic team records and stores the sales call for you.

In Case You Missed It

Broker Material Request Form

PHE.gov/Emergency/News

FEMA Disaster Declarations

Molina Certification Job Aid

Guidelines for CVS Events

Molina Matters for Brokers 10.19.22

Updates to the Molina Medicare Enrollment Handbook

Information You Need

ARE YOU 2023-CERTIFIED?

AHIP:

For 2023, we are partnering with AHIP Medicare Training and offering a $50 discount if you use Molina's link and pass the training.

Molina Medicare Certification: The certification portal is OPEN and ready for you to become Molina-certified for 2023.

Broker Services Unit

Phone: (866) 440-9788

Fax: (866) 891-2422

The BSU is excited to announce limited weekend hours for your convenience!

Our hours from

Oct. 10 - Nov. 19 will be:

Mon. - Fri. 6 a.m. – 6 p.m. MT

Saturday 10 a.m. – 4 p.m. MT

Rely on our Resources

Please visit the Molina Agent Center to learn about:

Molina lines of business
Partnership opportunities as brokers and agents
Enrollment and Marketing Toolkit
Molina agent resources and contacts
Upcoming training and events

What's available?

On the Molina Broker Portal you'll find:

Enrollment and disenrollment information
Demographics
Job aids
Contracting and commissions information
Book of business reports

This document is not intended for marketing purposes or public distribution and is considered “Confidential Information,” as defined in your Agreement with Molina Healthcare, Inc. (“MHI”).
Any dissemination or distribution of this material is strictly prohibited and may result in corrective action up through termination of your contract with Molina Healthcare, Inc.
Agents must be ready to sell, which means certified, contracted, licensed in the applicable states and appointed by Molina Healthcare, Inc. in accordance with state law prior to engaging in the sale of Molina Healthcare products.