Understanding the CMS Final Rule 2023 & How to Comply

What is the CMS Requirement for Call Recording?

A few months ago, the Center for Medicare & Medicaid Services (CMS) announced a new ruling called the CMS Final Rule 2023. Part of this rule requires agents to record and store all Medicare and Medicaid “marketing” calls. Currently, this rule is slated to go into effect on October 1, 2022.

NABIP further outlines this ruling:

“The recording requirement applies to all agents who enroll beneficiaries into new plans, whether they are current or new clients. The wording of the rule references “marketing” calls, but NABIP confirmed that CMS interprets “enrollment” as “marketing.” Online applications that agents walk through with their clients are also subject to recording. SHIPS are exempt from the rule.”

It is important to note that conversations about this ruling are ongoing, and additional changes could be issued. For more information on the CMS Final Rule 2023, check out these resources:

• NABIP
• National Law Review

Using an AMS to Help You Stay Compliant with the CMS Final Rule 2023

There are two key factors in the ruling that agents must now comply with:

1. Agents must record all “marketing” calls
2. Agents must store all recordings of the calls

There are a variety of apps you can use to record your phone calls, but a key factor is knowing the best place to store the recordings so that they’re easily accessible. Some places to store call recordings are:

• Local file folder (i.e., File Explorer)
• Cloud-based file repository (i.e., Google Drive, Dropbox)
• Agency Management System (AMS) or CRM

Using a local file folder can cause accessibility issues as your entire team may not have access to the local folder. Although it can make the recordings close-at-hand for you, they aren't so easily shared. Plus, organization could prove difficult once you have several recordings in your folder.

A cloud-based file repository makes the recordings more accessible, but there’s no way to tie the call recordings to client records in your CRM or AMS using this method.

Using an AMS or CRM makes storing and accessing your call recordings more efficient by attaching the recording directly to the client’s profile. This allows you to centralize your data to one location, thus simplifying the retrieval and adding efficiencies to your customer service and data management processes. 

Storing Your Call Recordings in AgencyBloc

AgencyBloc is the #1 Agency Recommended Management Platform for health and life insurance agencies. Agencies utilize AgencyBloc’s industry-specific AMS to house all their client data, including the call recordings you must record and store. Easily attach these recordings manually or via an integration to ensure you have all the data you need within reach. 

AgencyBloc integrates with several applications that specialize in call recordings. Set up the integration once, then let it run independently with the knowledge your data will be there. Additionally, AgencyBloc’s cloud-based system allows for secure access from any location on any device to ensure you can work on the go. 

Centralizing your client data gives your agency visibility and creates a digital paper trail you can rely on and use should the need arise. 

Not only does this help you stay compliant with government regulations, but it also allows you to provide a higher level of customer service and add more value to your new and existing client relationships.

Posted by Allison Babberl on Thursday, August 4, 2022 in Account & Client Management