Finally, A Solution For CMS Compliance Changes!
Agents and brokers are now considered third-party marketing organizations, or TPMOs, which means they now are required to record all marketing calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.
How Does Say2Sell Help Keep YOU CMS Compliant?
Here are 11 tips to ensure YOUR system keeps you in compliance with these new CMS marketing rules.
Required Compliance Statments
Make sure your system uses artificial intelligence-generated conversation guides for each prospect automatically. If the prospect needs to be informed of anything for compliance, that talking point should automatically be included in the conversation guide. Your system should track everything sent or said by either party. The same compliance statement should not be suggested if the prospect has already been informed.
Compliance Statements That Stand Out
The talking point for the required disclosure should stand out from the other conversation talking points by any or all of these approaches:
- All capital letters
- Stand-out colors like red or yellow
- Bold text
- Italic text
Flags That Alert You To Changes
The system could show a green flag that lets the agent know that the wording of the disclosure has been changed in the last 10 days (to stay current with any future CMS changes) so the agent will know they need to read the new wording rather than rely on their memory of the required disclosure message.
Compliance Statment Given
When the sales representative begins discussing the next point, the system should automatically reload the AI-generated conversation guide so that the required compliance statement is then listed as “compliance statement given” in normal text (maybe with a check mark to indicate that the required compliance has been given). The agent sees a positive affirmation that the compliance statement has been delivered. This positive affirmation could appear in the conversation guide for subsequent calls so that agents will know that the compliance requirement has been met.
Update As You Go
At the beginning of a call, there might not be enough information on the prospect to know if (or which) the compliance statement must be read to the prospect. For example: If the prospect’s age is discovered during the conversation, just entering their birthdate (or age) should trigger any required compliance statement to pop up in the screen and automatically be added to the regenerated conversation guide to make it “click simple” to know what to say and to document when it was said for compliance tracking.
AI Generated Follow Up Emails
At the end of each call, the system should generate an email to summarize the points discussed and include links to appropriate reference material. These AI-generated emails also should include the appropriate reference to (or complete compliance statement) to document that the prospect was informed appropriately.
The Story So Far - A Road Map to Every Call
A detailed record showing the date, exact time, and actual duration of the discussion of the compliance statement should be added automatically to a “story-so-far”-type record for that prospect.
Click2Know - Take Call Review A Step Futher
This story-so-far-type record should be a call map showing the details of every call. If the agent is recording the call, their manager or anyone who wants to confirm the discussion of the required disclosure statement should be able to click on the entry in this story-so-far-type record to play the recording of the discussion (maybe even giving a 3D view of the discussion if the agent was recording the meeting with visual (like recorded Zoom calls) meeting recording tools.
My View - Quick Progress Report
It also should be easy for the system to generate reports with links to both the recorded calls and to the documented discussion of the compliance statement in this story-so-far-type record.
Talking Point Type Report
Reports also should highlight prospect meetings where the agent failed to make required compliance statements as a management/compliance tool and to guide the agent to make another contact so they can give the required disclosure.
Recording Insights Report
The system reports also should validate that the compliance statement was made in all the applicable calls (with the exception of the agent mistakes that should have been documented and corrected in Point 10 above.)