Do you ever feel like you’re forgetting something? AEP is over, but before you get completely swept up in the holiday season, take a page from Santa and check everything twice. In the hustle and bustle of AEP, it’s easy for things to slip through the cracks. By catching any mistakes now, you can stay off the naughty list.
Why It’s important to Give Everything Another Look
There are many ways details can get forgotten during the busy AEP rush, ranging from minor to catastrophic. For example, you may have written a client’s new address on a Post-it note with the intention of entering it into your CRM later – but then it slips your mind. By the time the next AEP rolls around, the Post-it note is nowhere to be seen, and you’ve forgotten all about it.
That sort of lapse could cost you a client, but other mistakes could put your entire career in jeopardy. As a Medicare agent, you know how strict CMS is about compliance and recordkeeping. If you’re ever required to submit information on things like SOAs or call recordings and you don’t have everything well organized, you could find yourself in a tough spot.
Even digital agents may find that they’ve misplaced items during the busy AEP season. Now that the rush has ended, you have time to catch your breath and double check that everything is correct and organized.
Your Future Self Will Thank You
You may be tempted to put off this task – after all, you’ve worked hard and deserve a break – but there’s good reason not to wait. Right now, your memory of AEP is still fresh. If you go over your records, you may be able to recall missing details. If you wait too long, your memory will fade, and you’re less likely to remember what you need to do. For example, if you’re reviewing a client’s records now, you may remember that you need to update their contact information, but you may not remember the same thing a couple of months from now.
And if there’s a bigger problem? The sooner you catch it, the better.
Your Post-AEP Checklist
There’s a lot to check. Use this post-AEP checklist to make sure you haven’t forgotten anything.
- Are all your paper and electronic SOAs filed correctly? You’re required to store them for 10 years.
- Call Recordings. Are all your call recordings stored securely? As with SOAs, you’re required to store these for 10 years.
- Are all of your commissions correct? In order to answer this question, you need to know exactly what you expect to receive. If you don’t receive the expected amount, it’s worth following up on, and not just because you want to get the money that’s owed to you – a missing commission could indicate a bigger problem with the enrollment.
- Contact Information. Do you have the current contact information for all your clients updated in your CRM?
- Communication Permissions and Preferences. CMS regulations requires Medicare sales agents to have prior permission for calls, so it’s important to keep your permissions updated. Also note your clients’ communication preferences. Do they prefer to be contacted by phone, text or email?
- Client Notes. There may be other details worth noting in your CRM. In addition to things that are directly pertinent to plan selection, consider whether there are any special life events that you want to remember – these details could be a great way to personalize future communications.
- Follow Up. Was there anything that required follow up? For example, maybe a client was having trouble affording their coverage, and you promised to send them guidance on how to apply for the Medicare Savings Program and Extra Help. Now that AEP is over, it’s time to handle things like this.
Reflecting on the Last Year and Planning for the Next
There’s one more thing you can do while AEP is fresh in your mind – reflect on what went well, what could have gone better, and what you want you want to do next year. For example, was a marketing strategy particularly effective? If so, you’ll want to make sure you lean into it next year. Or did you feel like you were wasting time and energy on activities that didn’t pan out? You may want to rethink or even abandon those strategies. Jot down your thoughts and come up with a marketing plan for the next year.
How can PTT Financial help you succeed in the new year? Contact us.