If you are a Medicare agent offering Medicare plans this year, you need a scope of appointment for 2025 to stay compliant.
Medicare agents must follow strict compliance guidelines when marketing and selling Medicare Advantage (MA) and Medicare Part D prescription drug plans. One of the most important requirements is the Scope of Appointment (SOA) form. Understanding the SOA rules and proper collection methods is crucial to avoid compliance violations and ensure a smooth enrollment process.
What is a Medicare Scope of Appointment (SOA)
A scope of appointment is a required document that outlines the specific Medicare plans and products a beneficiary agrees to discuss with an agent. The CMS enforces this rule to prevent high-pressure sales tactics and ensure transparency in Medicare plan discussions.
Watch a quick YouTube video on SOAs
Key SOA Rules Agents Must Follow
- SOA Must Be Completed Before the Appointment
- Beneficiaries must sign the SOA at least 48 hours before the scheduled appointment unless the meeting occurs during a walk-in appointment or within the last four days of an enrollment period.
- One SOA per individual
- If the agent meets with more than one individual at a time (spouses or friends may attend a meeting together) each participant must complete a separate scope.
- SOA Must List Only Approved Topics
- The SOA form must clearly state which Medicare-related products will be discussed.
- Agents cannot discuss other plans or services not listed on the form without obtaining a new SOA.
- Agents must retain the SOA for 10 Years
- Agents must keep copies of completed SOAs for 10 years, even if no enrollment occurs.
- No Additional Product Discussions Without a New SOA
- If a beneficiary inquires about a product that is not listed on the SOA, the agent must obtain a new signed form before discussing it.
- No Unsolicited Contact
- Agents cannot call or visit potential clients uninvited to obtain an SOA. The beneficiary must initiate contact first.
SOA other lines of business
The scope also allows Medicare prospects to check off other lines of business they would like to discuss. In addition to supplements, most scopes have a section for vision, dental, hearing and hospital indemnity based products. These products are considered health products and can be reviewed/sold during the appointment.
Ways to collect SOAs
There are multiple compliant ways to obtain a Scope of Appointment form, ensuring flexibility for both agents and beneficiaries.
Paper SOA Forms
- Many agents still use traditional paper SOAs. Beneficiaries sign a printed form and return it via fax, email, mail, or in person.
- This method is reliable but may slow down the enrollment process if mail is the preferred method.
Electronic SOA (E-Signature)
- Many Medicare enrollment platforms allow agents to collect SOAs electronically.
- Beneficiaries can sign via email, a website portal, or a tablet during in-person meetings.
- This method is fast, efficient, and easy to store for compliance purposes.
Find out about Sunfire and Connecture; our online enrollment portals
Telephonic SOA (Recorded Call)
- CMS allows SOAs to be collected via recorded phone calls, as long as they meet CMS requirements.
- Many call centers and agents use CMS-approved systems to record SOAs for compliance.
- Beneficiaries must clearly agree to the scope verbally, and agents must store the recording for 10 years.
Learn about call recording compliance
Text Message (SMS) SOA
- Some Medicare enrollment tools now offer SOA collection via text message links.
- Beneficiaries receive a secure link to review and sign the SOA digitally on their phone.
- This method is growing in popularity due to its convenience.
In-Person SOA Collection
- When meeting face-to-face, agents can have the beneficiary sign a paper or electronic SOA before discussing any plans.
- Walk-in meetings are an exception to the 48-hour rule, but agents must still collect an SOA before starting the discussion.
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Avoiding common SOA mistakes
- Failing to get the SOA 48 hours in advance (except for walk-ins or last-minute AEP enrollments).
- Discussing unlisted products without obtaining a new SOA.
- Not storing SOAs properly for the required 10 years.
- Using outdated or non-compliant SOA forms that do not meet CMS guidelines.
The Scope of Appointment requirement is a key part of Medicare sales compliance. It protects both clients and agents as it states exactly what you agreed to speak about. Agents must ensure they collect and retain SOAs properly to avoid penalties and maintain ethical sales practices. By leveraging modern technology like e-signatures, telephonic SOAs, and text-based approvals, agents can streamline the process while staying fully compliant with CMS rules.