A Broker’s Life After AEP

We’re closing out another busy Annual Enrollment Period (AEP) right now. It can feel like a marathon, helping people find Medicare Advantage and Medicare Supplement plans that will work for them. It’s also very satisfying to know that as a broker, you’ve helped many people get the right plan so they can take care of their health.

Celebrate AEP Enrollments and Consider Area for Improvement

Now, that the dust is settling, it is a prime time to make some evaluations and notes on the things that went well and really paid off and the ones that could use some refining.

Review your successes during AEP:

  1. How many leads did you get?
  2. Where did those leads come from?
  3. How much money did you spend in marketing and advertising?
  4. How many events did you run?
  5. Which ads and events fostered the best leads?

There are always ways to improve:

  1. Evaluate your cost per lead? Is it reasonable?
  2. What are some channels you think could have fostered more leads?
  3. What was the biggest time suck?
  4. What can you delegate out next AEP so you can be selling more?

Make notes on your results. Dig into the data to see:

  1. What your sales results are.
  2. How you can better serve your clients.

After you make all your notes, take a moment for some self-care before implementing some of the items you noted for improvement.

Take a Little “You Time”

There’s no denying that brokers can feel exhausted at the end of the AEP. It’s vital that you take time to tend your own health and well-being when the enrollment period is over. Do not sit at your desk for extended periods of time without getting up to stretch and rotate your neck and shoulder positions. Eat nourishing foods and bring some healthy snacks to get you through the long day rather than getting junk food. At home, relax by watching a movie with your family or friends. Stay off your phone as much as you can. Prioritize your sleep, too. If you have neglected your workout routine just to survive, get recommitted.

Rest Between Medicare Enrollment Efforts

Total Medicare Advantage Enrollment 2019

1 in 3 Medicare beneficiaries are enrolled in a Medicare Advantage plan.

There’s a lull in the storm between the Medicare Annual Enrollment Period (AEP) and the Medicare Advantage Open Enrollment Period (OEP), which runs January 1 – February 14. In addition to regrouping after the challenge of the AEP, you need to have a system for following up with clients during the Medicare Advantage OEP. When you get someone signed up for a Medicare Advantage plan, be sure to let them know that they can get in touch with you if they have problems with the plan.

DO – Ask them the best way you can follow up with them.
DO – Make a note to remember if they prefer a call, email, text, or something in the mail. This is another way to show you respect your clients and build trust with them.

DON’T – Fall through with your commitment to follow up. Some brokers don’t think they need to follow up with clients. They believe clients will get in touch if they are unhappy with their plan. That is true of some people, but others will simply find a new agent. By following up early, you can retain your clients. You’ll also build a reputation for giving great customer service. Clients will be more likely to recommend you to their family and friends.

Follow the Rules of Engagement

There are several strict rules around communication about the Medicare Advantage OEP.

CANNOT – You can’t tell clients about Medicare Advantage OEP when you sign them up for a plan during AEP.
CANNOT – You also can’t send clients unsolicited information about the Medicare Advantage OEP, telling them they have an opportunity to change their coverage.

CAN – What you can do is check in with clients and ask them how their current plan is working for them.
CAN – If a client verbalizes dissatisfaction and wants to change, at that point you can discuss their options during the Medicare Advantage OEP. They might say that their doctor isn’t in their new plan, ask for information on other plans in their area or about keeping their current plan for the whole year. They might ask directly about a way they can switch coverage.
CAN – Once they have expressed their unhappiness with their plan, you can let them know about their options for the Medicare Advantage OEP.

Take time when the AEP is over to go over your client notes. Make a spreadsheet or document with clients’ names, their current plan, their preferred contact method, and any other information that you want to remember. If you have it on paper, create a filing system so you can access the information easily. Decide on how many clients you will contact each day so you can get to them all. A good strategy will help you provide great customer service and also keep you from feeling too overwhelmed. The additional follow-up provides value few brokers deliver once the AEP concludes.

Need some compliance help? You can send us your inquiry electronically or give us a call at 800-498-6880 ext. 2914.

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