Scope of appointment
Whether you are new to Medicare sales or have been in the business for years, you will need to use a Scope of appointment. This form is necessary if you are holding a meeting with either a MA , MAPD or PDP client/potential client.
A Scope of appointment or SOA is a form that a client must fill out prior to a Medicare product sales meeting.
The SOA states that the agent has permission to speak with the client but only about the agreed upon products. CMS put this rule in place to protect Medicare recipients from high pressure sales tactics. It also limits confusion about which products the client expressed interest in.
Before 2018, agents were required to have beneficiaries complete the SOA 48 before the meeting. Luckily in 2018 that rule changed to allow collection of the SOA prior to the start of the discussion as long as you have a valid reason for doing so.
Clients must complete the SOA before any and all marketing meetings; this includes in-person appointments whether they are scheduled or a walk-in. You must also document telephonic appointments using a recording. Some carriers now accept electronic SOAs as many clients now are using online enrollment as an option. Please check each carrier’s rules for collecting the SOA.
If you have a sales meeting where more than 1 beneficiary is present; each individual needs to fill out there own SOA. When a client has a representative, they will need to complete the SOA.
When a client decides that they want to talk about additional products, you must have them fill out a new SOA that includes the added types of plans.
More about scopes of appointment:
It is unacceptable to discuss products that have not been agreed upon before the meeting. This means; if you have additional products to cross sell, you must schedule another meeting to go over that information.
Agents should always submit either the SOA or Voice recorded appointment confirmation when they submit the application for enrollment.
You need to collect the SOA even if the client decides not to purchase a plan from you. Agents should retain the scope for a period no less than 10 years. This is done to protect both the client and the agent in cases of disputes.
No SOA needed:
If you hold either a formal or informal event that is open to the general public.
During an educational event that is not sales related in any way.
During a Medicare sales meeting that is for Medicare Supplement plans only.