Maintaining your Medicare book

Maintaining your Medicare book

After you make the sale, maintaining your Medicare book is extremely important. The happiness of your existing clients is as important as brining in new business.  Both new and existing clients add to your bottom line and keep your business going.  In fact, if you maintain good relationships with all our clients, they will refer their friends and family to you, and this provides a continuous stream of business. Staying in contact with your clients on a regular basis, reminds them that you are there for them and keeps them from looking for help from another agent.

Stay in contact with your clients

There many opportunities to stay in contact with your clients. It is important to be consistent with this so they remember you are there for them if they have any questions or concerns.  This prevents them from seeking guidance from another available agent.

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Examples of when to reach out:

1. After their application is submitted, you should let them know when it is approved and approximately when to expect their new card.
2. Once they enroll in a new plan, it is a good idea to check in and see if they are happy with their choice.
3. At the beginning of AEP or a little before, you can contact them to get any health , medication or provider updates needed to check plan options for the following year. Remember, you cannot discuss new plan details until October 1.
4. If a potential client is coming up on their IEP.
5. When a client has an SEP opportunity.
6. It is a good idea to send each client a birthday or condolence card when appropriate.
7. If you have any pertinent information that the client may want to know about.  If you are hosting an event, or there is something else you think they need to know.

Keeping up to date of client information will make it easier to stay in contact. If you have an automated system to remind you of important dates, that is helpful especially once your book grows.

Ways to initiate contact

These days, there are several ways to contact your clients. If you are sending an important message with a deadline, it may be best to pickup the phone and give them a call or test message.  Here are some ways to communicate with your clients or prospects:

1. Make a phone call or send a text.
2. Schedule a video call or zoom meeting.
3. Mail them cards or other general information that is not urgent.
4. If they are ok with it, you can send them an email.  For bulk emails, be sure to include an opt out.
5. For general information, you can post announcements on your social media platforms such as Facebook, or LinkedIn.

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Compliant communications

No matter how you choose to communicate with your clients, it must be compliant with CMS regulations.

1. Get a permission to contact from your potential client
2. If you plan to make phone calls or send texts, be sure to abide by the (TCPA)Telephone Consumer Protection Act guidelines.
3. Be sure to record any marketing, sales or enrollment calls you make to remain compliant with CMS’s regulations.  If it is a phone call to an existing client say hello or check in , you do not need to record it.
4. Always comply with the CAN-SPAM Act for emailing

Click here to view a YouTube video of the key elements to a compliant phone recording

It is important to follow compliance guidelines when you send out a bulk email.   Be sure you do not use misleading information in your email.  If you are sending an advertisement, make that clear when possible.  Always include an opt-out for future communications.  It is important to include your contact information and address in your signature.  Agents must include a TPMO disclaimer on all email communications.

In the event you are sending an email to a specific client, you may not need to follow all the rules exactly as stated.  Always use your best judgement and if you are in doubt best to err on the side of caution.

Sending out mail

If you are sending out a card, application or something else to just an individual, it is a good idea to include instructions, contact information and postage paid return envelopes when necessary.  When you are sending out bulk advertisements or informational mailings, don’t forget to follow all CMS guidelines.

Watch a YouTube video on New Medicare marketing rules for 2024

More about using social media

Social media communications are a fantastic way to reach thousands of beneficiaries. You can use these platforms to build your credibility as a source for Medicare information.  Be sure to invite your clients to like your page and let them know you will put interesting or helpful information on there so they should make it a point to check it.  You can  post important deadlines and update for clients and anyone who may view your information. If you are going to be at a local event or hosting an sales or educational event, this gets the word out to everyone quickly. These types of platforms are a good way to get important information out as well as a tool for marketing.