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In preparation for AEP, we would like to help you prepare when communicating with leads with one of the areas that causes the most dashboard flags during AEP. OEV infractions are the most preventable flags received during the AEP season and this year we are trying to provide you with all the information they need for OEV calls. |
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Did the sales agent explain the network of pharmacies to you? - It is imperative that agents use the term "Network" when speaking with clients about pharmacies.
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Did the sales agent tell you that we would be calling to verify your enrollment? - Agents must advise every MA, MAPD, and PDP client about the OEV call.
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The plan you have chosen is a Medicare Advantage Plan. It is not Original Medicare and it is not a Medigap or Medicare Supplemental insurance plan. Did the sales agent explain this to you? - This questions corresponds with the OEV Checklist question that states "Do you understand you have applied for a Medicare Advantage Plan?" Agents can ask the client to write "Not a supplement" next to that question on the OEV Checklist.
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Helpful Hints:
- Agents may ask the client to remove the OEV checklist from the enrollment kit and place it near their phone or on their refrigerator. We have found that clients are more likely to use the checklist during the survey if it is somewhere where they will see it when the OEV call comes in. The 2012 Enrollment Kits have the OEV Checklist perforated so clients may remove it more easily.
- Agents may use a yellow highlighter to highlight anything on the checklist that the client is having trouble with.
- Make sure the client knows that the call will come from DSS research, not UnitedHealth Care.
- Agents should advise the client that if they are confused or have any questions after the call takes place, they can call the agent back with any questions.
- Clients may make notes on the OEV Checklist.
- Agents need to remember that OEV calls are done for both Medicare Advantage and Part D products.
- Agents may not make any changes to the OEV checklist, including writing on the list (with anything other than a yellow highlighter), tearing the list out of the book, using the OEV Checklist for anything other than the express purpose of helping the client to remember what was gone over during the presentation.
Resources:
Focus News - OEV (pdf)
2012 OEV Checklist (pdf)
PDP OEV Call Sheet (pdf)
If you have any questions regarding OEV or the documents attached, please feel free to contact me, Thank you! |
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