Plan Advisors Blog

Common Post-AEP Issues & What To Do About Them

Posted by Lance Hoeltke on Mon, Dec 21, 2020 @ 01:45 PM

Ah… AEP is finally over. Now you can kick back, relax, and make plans for those sizable January commission checks. While there is most certainly time for recovery and reflection, don’t turn that cell phone off for too long.

It would be great if every Medicare beneficiary were nicely holding hands with their new carrier as the new year begins. But we know that’s not always the case. So, while you are finishing that Christmas list and planning your holiday travels, remember that January is a time to solidify your gains.

Some uneasy clients will need reassuring that they made a wise decision in changing plans. Others still may have valid reasons to use the Open Enrollment Period for yet another change. Whatever the case may be, January through March is a time to reinforce to your clients that they chose the right Medicare sales specialist, regardless of their plan choice. Here is a short list of common situations your clients may face early in the year:

1. Didn’t receive plan materials and/or member ID card

Be sure you have the correct plan contacts to help clients obtain new ID cards. Also, be well-versed in the online member account options available to your clients, such as MyHumana and MyUHC.

2. Wants to change primary doctors

Physician offices don’t always leave the best first impression and clients don’t always allow second chances. Make sure you can direct your client on how to properly change primary care doctors. And be proactive about helping them find a new PCP.

3. Various prescription drug issues

These can range from pharmacies not having the member’s correct plan coverage on file to clients running low on medicine prior to seeing their new primary doctor. Be ready to jump in and save the day with either a call to the doctor’s office on behalf of the client or by coaching the client through updating their plan info with the pharmacy.

4. Wants a different plan or wants old plan back

Some beneficiaries are not fans of change. And at the first sign of adversity, they are ready to go back to their old plans. The most important thing is that you do what is best for the client and maintain a healthy relationship. If the old plan is still available, help the client enroll in that plan or help review other options during the Open Enrollment Period.

Don’t let the OEP eat away at your AEP enrollments. Make sure that you are the one to calm your client’s nerves and take care of their early plan related issues. You can always access our 30, 60, and 90 day follow-up guidance to help you.