humana agent podcast series dual special-needs plans (dsnps) expansion and deep … · dsnp...

HumanaAgentPodcastSeriesDualSpecial-NeedsPlans(DSNPs)ExpansionandDeepDive

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Episode27.DSNPExpansionandDeepDive.Thenewyearbringswithitnewrules,newplanoptionsandnewmarketingresources.ThisepisodewilldigintoHumana’sDSNPexpansionandcoverupdatedandupgradedtoolsthatsupportagentsinbetterunderstanding,connectingwithandsellingtoprospects.TuneinfordetailsonhowHumanaisinvestinginthisspecializedsegmentoftheMedicare-eligiblepopulation.………………………………………………………………………………………………………………..………………SECTION1–INTRODUCTION/TEASERGlenn/Co-Host:WelcometoGrowYourBook-theHumanaPodcastSerieswherewehelpAgentslikeyoutackletopicsthatmattermosttoyourbusiness.Here,you’llgettheinsidelineontipsandtricksthattrulymakeadifference:

– Learnhowtowritemorebusiness.– Enhanceyouragentexperience.– Andhelpyourclientsachievetheirbesthealth.

Onthego,atyourcommand,getreadytoGrowYourBook!INTRODUCTIONGlenn/Co-Host:Hifolks,I’mGlennThayer.Jason/Co-Host:AndI’mJasonRockow-Vivier.Glenn/Co-Host:Ifthisisyourfirsttimetuninginthisyear,Agents,welcomeback.Wehope2019hasbeengoodtoyousofar!Wearethrilledtobringyouevenmorerelevanttopicsandcoachingtipsthisyear—basedonwhatyoutoldusyouwanttohear.Jason/Co-Host:Greatrhyme,Glenn.Glenn/Co-Host:[LAUGHS]Thanks,Jason.Wasn’tsureifyou’dcatchthat.

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Jason/Co-Host:Jokesaside,whatyousaidisspoton.Andtoday’sepisode,oursecondoftheyear,featuresoneofourfavoriteacronyms:DSNP.Glenn/Co-Host:Incaseyou’rebrand-newtotheinsuranceworld,that’sDualSpecial-NeedsPlan.Jason/Co-Host:TheseplansareavailabletothosewhoqualifyforbothMedicareANDMedicaid,andtheycombinethebenefitsintoonehealthplan.Butwhetheryou’renewtoDSNPsorhavebeensellingthemforyears,you’llwanttostickaroundforthisepisode.Becauseeverythingcomingupinthenext20minutesorsoisparticularlytimely.Specifically,peoplewhoarereceivingMedicaidcanbesoldDSNPplansonceperquarteroutsideofAEP.Infact,youcansellthemrightnow.………………………………………………………………………………………………………………..………………SECTION2–EPISODEKEYPROMISESGlenn/Co-Host:Weknowthat’smusictoyourears,agents.SowhyelsearewetalkingDSNPstoday,Jason?Jason/Co-Host:Well,becausetherearealotofchangesin2019.HumanaisofferingmanymoreDSNPplansthisyear.Innewcountiesandstatestoo.Glenn/Co-Host:WhydoIfeellikethat’snotall?Jason/Co-Host:Trustthatinstinct,Glenn.CMSalsohasnewelection-periodrulesforthosereceivingMedicaid.Glenn/Co-Host:Alright,sowe’vegotnewplansplusnewrulesaboutwhentheycanbesoldandwhoAgentscansellthemto.Soundslikewemayneedsomehelpunderstandingallthenewinformation.Sowhoareourspecialgueststoday,Jason?

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Jason/Co-Host:Wehaveacoupleofexpertswhowilljoinusoverthecourseoftheepisode:First,we’lltalktoHumanaRegionalDirectorforRegion1,SherriJohnson,whocoversSouthCarolina,Georgia,FloridaandPuertoRico.Thenwe’llhearfromHumanaRegionalDirectorforRegion2,NickTatge,whocoversNorthCarolina,Tennessee,Arkansas,Oklahoma,MissouriandMaryland.Glenn/Co-Host:Lookingforwardtogettingtheirinputandinsight.Jason/Co-Host:Metoo.Finally,we’llwrapbyhighlightingsomeHumanaresourcesthat’llmakesellingDSNPscompliantlyaloteasier.Agents,wehavesomeupdatedandupgradedresourcesthisyear,soyou’llwanttostickarounduntiltheend.Glenn/Co-Host:Andwhenwe’redone,it’llbetimeforyoutohoneyourDSNPsellingskillsandstartmarketingthemASAP,becausetheyrepresentatrulyenormousopportunitytogrowyourbook.Let’sgetmoving!………………………………………………………………………………………………………………..………………SECTION3–ALLTHEACRONYMS|“CONNECT”Jason/Co-Host:Wouldyouliketosetthestage,Glenn?Glenn/Co-Host:Mypleasure.Agents,imagineit’satypicalMondaymorning.You’vewokenup,hadbreakfastandyou’reseatedatthekitchentable,readytocheckthingsoffyourto-dolist.Onthatlistfortoday:groceryshoppingandpayingtheco-payforyourdoctor’svisitlastmonth.Youseeyourdoctorfrequently—abouttwiceamonth—becauseyouhaveachroniccondition—let’ssayarthritis.Unfortunately,yourdoctor’sofficeisallthewayacrosstown,soittakesanhourandtwobusestogetthere.

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Nowimagineyou’realsotightonmoney.Sotightthatyoucan’taffordtopaythebillfromyourdoctorandgetenoughgroceriesfortheweek.It’sgottobeoneortheother.Jason/Co-Host:Unfortunately,Agents,thatscenario—orasimilarone—isarealityformany,manyAmericans.[PAUSE]Twenty-twomillionAmericans,tobeexact.1Nowlet’sgobacktothatMondaymorning,butwithonekeydifference.Agents,imagineyou’rethatsameperson,inyoursamehouse,andyoustillhavearthritis.Butthistime,you’recoveredbyaHumanaDSNPplan.Imaginethatyoudon’thavetomakeachoicebetweengroceriesandyourco-pay,becauseyoudon’thaveaco-pay.ThisisbecausethecostofregulardoctorvisitsiscompletelycoveredbymostHumanaDSNPplans.Nowimaginethatyounolongerhavetolookupbusschedulesbeforeeachandeveryappointment.Yourplanincludesprivatetransportationtoandfromtheoffice—atnoextracost.Andontopofthat,youcanfinallymanageyourarthritispainwithoutworry,becausetheAleve®youtakeisalsofullypaidforbyyourinsurance.[PAUSE]HelpingamemberenrollinaDSNPrepresentsmorethanjustanothersale,Agents.Youcanmakearealdifferenceinimprovingsomeone’squalityoflifeandgrowyourbookofbusinessoutsideofAEPatthesametime.Glenn/Co-Host:Trulyawin-win,Jason.Jason/Co-Host:Itreallyis.Plus,theDSNP-eligiblepopulation—remember:22million—isgrowingeveryyear. 1 Monthly Enrollment by Contract/Plan/State/County. (2016, December 19). Retrieved February 23, 2018, from https://www.cms.gov/Research-Statistics-Data-and-Systems/Statistics-Trends-and-Reports/MCRAdvPartDEnrolData/Monthly-Enrollment-by-Contract-Plan-State-County.html

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Glenn/Co-Host:SoundslikeaprettysignificantopportunityforAgents.Jason/Co-Host:Ithinkthatmightevenbeanunderstatement.Butbecausethispopulationisgrowingandchangingquickly,it’skeyforAgentstoinnovatetheirstrategiesforformingrelationshipswithprospects.Glenn/Co-Host:I’mguessingthat’swhereHumanacomesintohelp?Jason/Co-Host:Againwiththegoodintuition,Glenn!Glenn/Co-Host:[LAUGHS]Thankyou,thankyouverymuch.………………………………………………………………………………………………………………..………………SECTION4–CHA-CHA-CHA-CHANGES:NEWCMSRULESFOR2019THATAFFECTDSNPSELLINGOPPORTUNITIES|INFORMJason/Co-Host:AlrightAgents,beforewehityouwithsomeguestspeakersandsellingstrategies,let’sgobacktothebasicsforafewminutes.Glenn/Co-Host:Worksforme.YousaidbeforethatDSNPsareplansdesignedforthosewhoqualifyforbothMedicareandMedicaid?Jason/Co-Host:ThatIdid.Glenn/Co-Host:Sowhatyou’resayingisthatit’spossibletohavebothMedicareandMedicaidatthesametime?Jason/Co-Host:Theshortansweris:yes.Here’sthelonganswer:MedicaidprovideshealthcoveragetomillionsofAmericans,includingeligiblelow-incomeadults,children,pregnantwomen,elderlyadultsandpeoplewithdisabilities.Medicaidisadministeredbystates,accordingtofederalrequirements.

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So,yes,it’spossibletohavebothMedicareandMedicaid.Low-incomesubsidyorLISisdifferentfromMedicaid.LISisafederalprogram,alsoreferredtoasExtraHelp.Thisimpactsprescriptiondrugcosts,suchaspremiums,deductiblesandcopays.SomeclientsmayqualifyforbothLISandMedicaid,dependingonincome.Funfact:LISprospectsarealsoeligibleforSEPs.Glenn/Co-Host:Interesting,that’sgoodtoknow.Jason/Co-Host:Nowthere’salittlemorenuancetothistopic,solet’skeepgoing.AnybodywhoqualifiesforbothMedicareandMedicaidisconsidered“dualeligible,”which,ifyourememberfromearlier,iswhereDSNPscomein.DSNPsaredesignedtohelpdual-eligibleindividualsachievetheirbest-possiblequalityoflifebycombiningMedicarebenefitsandmostofthebenefitsofMedicaidintoonehealthplan.Glenn/Co-Host:Howso?Jason/Co-Host:Well,theprovider,supplementalbenefitsandcoveredprescriptiondrugsarechosenbasedonwhatbestmeetstheuniqueneedsofthisgroup.Plus,DSNPsoftencomewithextrafeaturesandbenefitsontopofwhatyou’dgetfromaMedicareorMedicaidplanalone.Glenn/Co-Host:We’regoingtocoverthosebenefitsinmoredetailalittlelater,correct?Jason/Co-Host:Right.Fornow,it’simportanttoknowthatthetotalDSNPpackageisoftenconsideredbetterintermsoftotalcoveragethanMedicareorMedicaidbythemselves.Glenn/Co-Host:So,sincememberstendtogetmorefromaDSNP,dotheycostmorethanMedicareorMedicaid?Jason/Co-Host:You’dthinkthat,butmanyofHumana’sDSNPoptionsactuallyoffertheseextrabenefitswithlowpremiums.

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Glenn/Co-Host:Soundsliketheseplansreallycanhelpthelow-incomepopulation.Jason/Co-Host:It’sjustonemorewayDSNPscanimprovetheirqualityoflife.Glenn/Co-Host:Okay,Jason,nowthatwe’rerefreshedonwhataDSNPis,let’stalkupdatesfor2019.Ihearthey’reimportant.Jason/Co-Host:Youheardright.MostAgentsareusedtobeingabletosellDSNPplanstothosereceivingMedicareandMedicaid,anytimeoftheyear.Glenn/Co-Host:Sowhat’sdifferentthisyear?Jason/Co-Host:Well,CMS—whichstandsforTheCentersforMedicareandMedicaidServices—haschangedtheelection-periodrules.DSNPscanstillbesoldoutsideofAEP,butthosewhoaredual-eligiblewillonlybeabletomakeaplanchangeoncepercalendarquarterduringthefirstninemonthsoftheyear.ThissameruleappliestothosereceivingLow-IncomeSubsidy.Glenn/Co-Host:Okay,sothatmeansindividualsreceivinganytypeofFederalorStateassistancefromMedicaidorLIScanchangeplansoncefromJanuarytoMarch,oncefromApriltoJuneandoncefromJulytoSeptember?Jason/Co-Host:Right.Glenn/Co-Host:Andjusttobeclear,eventhoughthiselectionperiodisnotavailableduringthefourthquarter,theseindividualscanchooseaplanduringAEP,ortheAnnualEnrollmentPeriod?Jason/Co-Host:Exactly.Andthequarterisbasedonthereceiptoftheenrollmentform—nottherequestedplanstartdate.But,ofcourse,thereareotherdetailstotakenoteof.

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Glenn/Co-Host:Therealwaysare.Canyoubreakthosedownforme,andforouragentslistening?Jason/Co-Host:It’simportanttonotethatthisSEPisseparatefromtheSEPforindividualswholose,gainorhaveachangeintheirDual-orLIS-eligiblestatus.Glenn/Co-Host:Alright,sowhoisthatsecondSEPopento?Jason/Co-Host:Thatwouldbe:

• Medicarebeneficiarieswhobecomeeligible(AKAgain)anytypeofMedicaidorLIS.• Ontheflipside,MedicarebeneficiarieswholoseeligibilityforanytypeofMedicaid

orLIS.• Andfinally,thosewhohaveachangeintheleveloftheirMedicaidorLIS.

Glenn/Co-Host:Gain,loseorchange.Gotit.Jason/Co-Host:Sothatmeansthiselectioncanbeused:

• Year-round.• Once.• Andwithinthreemonthsofthequalifyingeventornotificationoftheupdate—

whicheverislater.Glenn/Co-Host:Makessense.AnythingelseourAgentsshouldknow?Jason/Co-Host:Justonemoreveryimportantthingtoremember,Agents:

• Individualswhohavebeenidentifiedasat-riskorpotentiallyat-riskforabusingmedicationswillhavetheirenrollmentordisenrollmentrejectedbyCMS,andthiscouldlastuptotwoyears.

Glenn/Co-Host:Dulynoted.CanweworkthroughahypotheticalenrollmentscenariosoAgents(andI)canunderstandhowthismightplayoutwithamember?Jason/Co-Host:Let’sdoit.CMSrulesarecritical,butthey’reoftenjustascomplicatedandconfusing.

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Agents,let’ssayyourmember,Jane,iseligibletoenrollinaDSNPplanusingthequarterlySEP,andshesubmitsherrequesttoenrollinaplanonJune10th.Theeffectivedateofthatenrollmentrequestisthefirstofthemonthfollowingreceiptofthatrequest.So,Glenn?Glenn/Co-Host:Theeffectivedate,ifshemadetherequestonJune10th,wouldbe…July1st?Jason/Co-Host:Bingo.Andsimilarrulesapplyfordisenrollment.Theeffectivedatefordisenrollmentwouldbethelastdayofthemonthinwhichitwassubmitted.So,ifyourmember,David,usedtheSEPtodisenrollfromhisplan,andhesubmittedthatrequestonJune5th…Glenn/Co-Host:TheeffectivedisenrollmentdatewouldbeJune30th.SameasifhemadetherequestonJune15thorJune25th?Jason/Co-Host:Perfect.Thestudenthasbecometheteacher!Glenn/Co-Host:[LAUGHS]Veryfunny.It’salotoflingo,butit’sprettylogicalwhenyouslowdownandworkthroughit.Jason/Co-Host:Thanksforbeinganactiveparticipant,Glenn.Nowwehaveonemorelogisticalitemtocover.Glenn/Co-Host:Hituswithit.Jason/Co-Host:Well,therearealotofSEPandElectionCoverageCodesonanenrollmentapplication.

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Herearetheonesyouwilluseforthosereceivingassistance:

• ThecodeforthequarterlydualeligibleandLISspecial-electionperiodis“MDE”.

• Andthecodesforthechange-in-statusSEPis“MCD”forMedicaid,and“NLS”forLIS.Thatsaid,agents,pleasedon’twastesellingtimetryingtomemorizethemorcreatingcrazymnemonicdevices.There’safulllistofcodesavailableontheEnrollmentOptionsJobAidlocatedonMarketPointUniversity.Glenn/Co-Host:Wherecantheyfindthatlist,Jason?Jason/Co-Host:Justsearchfor“Election”andtheEnrollmentOptionsJobAidwillbeyourfirstresult.Glenn/Co-Host:Simpleenough.Thanks.What’snextontheagenda?………………………………………………………………………………………………………………..………………SECTION5–DSNPEXPANSIONANDSELLINGSTRATEGIESWITHSHERRIJOHNSONANDNICKTATGEJason/Co-Host:Well,withtheelectionperiodrefresherandnewrulesbehindus,Ithinkit’stimetodigintoHumana’s2019DSNPexpansionwithsomeexperts.And,moreimportant,howtobuildyourbookofbusinessaccordingly.Glenn/Co-Host:Onthatnote,let’swelcometotheshowHumanaRegionalDirectorforRegion1,SherriJohnson.Hi,Sherri!Thanksformakingthetime.Sherri/GuestSpeaker:Hi,Jason!Hi,Glenn!Gladtobehereandgladtohelp.Jason/Co-Host:Youhaveatonofexpertisetoshare,Sherri.Whereshouldwestart?

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Sherri/GuestSpeaker:Well,Jason,let’sstartonsomethingyoutouchedonearlier.Toreview:

• Therearemorethan66millionindividualsenrolledinMedicaidtoday,andthatnumberisgrowingfast.2

• Inaddition,thenumberoftotalAmericansage65andolderisexpectedtoincreasebymorethan300percentby2060—that’s98millionpeople!3

Glenn/Co-Host:That’sahugeopportunity.I’mguessingHumanahasplansforhelpingitsAgentsservethispopulation?Sherri/GuestSpeaker:Youbet!Humanaisalwayswatchingoutforyourbottomlines.Andthat’swhyweexpandedourDSNPcoveragenationwide—sowecanservethemillionsofpotentialclientsoutthere.Jason/Co-Host:So,Sherri,canyougiveussomespecifics:whatdoweneedtoknowaboutHumana’sexpandedDSNPcoveragein2019?Sherri/GuestSpeaker:Forstarters,therearemoreplanoptionsacrossmorecountiesandstates.Weactuallyexpandedthenumberofcountiesweservebymorethan60percent.Glenn/Co-Host:Whoa.That’sahugeleap.Sherri/GuestSpeaker:Itis.In2019,DSNPsareavailableinmorethan800counties!Bycomparison,planswereavailableinonly500countieslastyear.Jason/Co-Host:Noneedtolistallofthem,Sherri…we’dbehereallday.Andifagentsarelistening,it’slikelythattheyknowwhetherornotDSNPsareavailableintheirmarkets.

2 https://www.medicaid.gov/medicaid/program-information/medicaid-and-chip-enrollment-data/report-highlights/index.html

3https://www.aarp.org/politics-society/history/info-2018/older-population-increase-new-report.htm

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It’simportanttonotethatifDSNPsarenotavailableinyourmarket,CMSspecificallyprohibitsmarketinganyotherMAplanthatisnotDSNP,asaDSNP.Specifically,MAplansthatarenotDSNPsmaynot:

• Implythattheirplanisdesignedfordual-eligibleindividuals;• ClaimthattheyhavearelationshipwiththestateMedicaidagency,unlesstheMA

plan(oritsparentorganization)hascontractedwiththestatetocoordinateMedicaidservicesandthecontractisspecifictothatMAplan(notforaseparateD-SNPorMMP);or

• Targettheirmarketingeffortsexclusivelytodual-eligibleindividuals.Sherri/GuestSpeaker:Greatinformation!Well,here’sonethingtonote:DSNPsarenowavailableinalmosteverycountyinGeorgia,NorthCarolina,SouthCarolinaandMissouri.Glenn/Co-Host:Agentsinthoseareas,Ihopeyou’relisteningclosely!Sherri/GuestSpeaker:And,Agents,getthis:in2019,theseplanswillbeavailableinDelawareandtheDetroitareaforthefirsttime.Sothere’sagreatopportunityforyoutogrowDual-Eligibleplanmembershipinthoseplacesinparticular.Icouldgoonandon,buthopefullyI’vegivenasnapshotoftheinvestmentHumanahasmadetoofferDSNPsinthemarketswhereprospectscanbenefitthemost.Jason/Co-Host:Itdefinitelydoes;that’ssomeprettyexcitingstuff.SonowthatwehaveahandleonwhereagentscansellDSNPs,canyouhelpuswiththe“why”?YouliveinamarketwithrobustDSNPofferings,sowhatdoyoutellyourAgentsaboutwhytheyshouldinvesttimeandenergysellingtheseparticularplans?Sherri/GuestSpeaker:Greatquestion,Jason.IhavefivebigreasonstosellDSNPs,Agents.Jason/Co-Host:Weloveagoodlistaroundhere.What’sfirst?Sherri/GuestSpeaker:

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Well,you’veheardthisalottoday,Agents,butit’stheopportunitytoselltheseplansoutsideofAEP.We’llgetintomonth-by-monthsellingstrategiesinafewminutes,butthetakeawayshouldbethis:Ifyou’renotalreadybuildingyourbookofbusinessbysellingDSNPs,today’sthedaytostart.Jason/Co-Host:Absolutely.What’snextonyourlist?Sherri/GuestSpeaker:ThatwouldbetheproviderchoicesformemberscoveredbyaDSNP.Inanutshell,HumanaDSNPsofferbroadprovideroptions.Membersmaybeabletoseeproviderswhoaren’tcoveredthroughmanyMedicaidplans.Glenn/Co-Host:Havingmoredoctorstochoosefromisalwaysagoodthing.Andthird?Sherri/GuestSpeaker:Supplementalbenefits.Inmanycases,DSNPmembersreceiveadditionalservicesandamenitiesthatmaketheirplansmorevaluable.Theyvaryfromplan-to-plan,sobesuretodouble-checkthedetailsforeachone.Buthere’ssomequickexamples:

• Benefitsanddiscountsondentalandvision.• Anallowanceforover-the-counterpurchases(includingvitamins,supplements,

painrelievers,coldandallergymedicines,productstomanagediabetesandmore).• Andtransportationtoandfromdoctorvisits.

Glenn/Co-Host:Wow.I’mguessingthoseindividualbenefitsadduptoabigdifferenceinhealthandwellness.Sherri/GuestSpeaker:Exactlyright.That’showtheseplansaredesigned.

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Jason/Co-Host:What’snext,Sherri?Sherri/GuestSpeaker:ThatwouldbealittlesomethingcalledSilverSneakers®.Agents,we’reguessingthisprogramisfamiliartomostofyou.It’safeatureofmanyofourplans.Butincaseyou’renewaroundhere:SilverSneakers®isafitnessprogramdesignedespeciallyforolderadults.Membershaveaccesstomorethan15,000gymsacrosstheU.S.4Plus,it’sincluded—atnoextracost—withmanyDSNPs.Jason/Co-Host:That’sgreat.SoIthinkwe’reonourfifthandfinalreasontosellDSNPsnow?Let’shearit.Sherri/GuestSpeaker:Happily.Ithastodowithprescriptiondrugs.Inmostcases,DSNPmemberswillpayreduced-costsharesaccordingtotheirleveloflow-incomesubsidyor“extrahelp”.Andsomedrugsmightevenbeavailableatnocost,dependingontheplan.Zero.Zip.Zilch.Glenn/Co-Host:I’mguessingthatcanmakeahugefinancialdifferenceforthosewhohavemultipleconditionsandneedmorethanonemedication.Especiallyformemberswhoaretightonmoney.Sherri/GuestSpeaker:Youshouldconsideranewcareer,Glenn.You’vereallygotahandleontheDSNPsellingpoints.Glenn/Co-Host:Iappreciateit,butIthinkI’llsticktomydayjob.

4https://www.silversneakers.com/learn/gym-fitness/

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Thanksforrunningusthroughthose,Sherri.Jason/Co-Host:Yes,thanksverymuchforcomingon.We’llbebringingyoubackinlaterintheshow,soholdtightfornow!Sherri/GuestSpeaker:Soundsgood,I’lltalktoyouguysinabit!IknowNickwillhavesomegreatinsightstoo.Jason/Co-Host:Thanksagain,Sherri.Andweappreciateyoukickingofftheintroductiontoournextexpert.HeretohelpusreviewsomecommonlyaskedDSNPquestionsisNickTatge—HumanaRegionalDirectorforRegion2.Welcome,Nick!Nick/GuestSpeaker:Hello,Glenn!Jason!Agents!It’sgreattobeonair.Jason/Co-Host:[LAUGHS]Yousureknowhowtomakeanentrance.We’regladtohaveyou.Glenn/Co-Host:Likewise.Thanksforpencilingusin.IfI’mcorrect,Region2coversNorthCarolinatoOklahoma,includingMissouriandMaryland?Nick/GuestSpeaker:Waytodoyourresearch.Glenn/Co-Host:[LAUGHS]

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Iliketobeprepared.Andspeakingofpreparation,you’reheretogiveanswerstoourmost-askedquestionsaboutsellingDSNPs.Nick/GuestSpeaker:Iamindeed.Iknowyou’vecoveredalotalreadythisepisode,solet’sdigrightin.Glenn/Co-Host:Alright,here’sthefirstAgentquestionwe’dlikeyourhelpon:HowcanIquicklyandaccuratelyconfirmwhethermyclientsandpotentialclientsareeligibleforMedicaid?Nick/GuestSpeaker:Agents,therearethreestepstothis:

• First,youhavetoaskpermissionfromyourclienttosearchontheirbehalf,sotheirconsentneedstobedocumentedinyournotes.

• You’llalsoneedtogetyourclient’sMedicareIDnumber,lastname,ZIPcode,dateofbirthandMedicarePartAeffectivedate.

• ThenyoucangotoMedicare-dot-gov,inputtheirinformationandlookitup.Glenn/Co-Host:Veryhelpful,thankyou.Jason,doyouwanttoreadthenextquestion?Jason/Co-Host:Sure.Hereitis:ThenewCMSrulesareprettycomplicated.HowcanIbeabsolutelysurethatIknowwhichSEPmyclientsandprospectsqualifyfor?Nick/GuestSpeaker:Anothergoodquestion—andoneIgetoften.It’strue—therearealotofnuanceswithinthenewCMSrules.Becauseofthat,Agents,it’scriticalyouasktherightquestionsthathelpyouunderstandaprospect’scurrentcoveragebeforediscussingpotentialplanswitchesthroughanSEP.YourprospectmayqualifyforthequarterlySEPifheorshesayssomethinglikethis:“IhaveMedicareandMedicaid…butIhaven’thadachange.”

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Ortheymightsay:“ThestatehelpsmepayformyMedicarepremiums”Ormaybetheysay:“IgetExtraHelppayingformyMedicareprescriptiondrugcoverage,butIhaven’thadachange.”Jason/Co-Host:Putanotherway,thequarterlySEPisfor:

• ThosewhohavebothMedicareandMedicaid,andMedicarebeneficiarieswhoqualifyforalow-incomesubsidy(AKA“LIS”or“ExtraHelp”).

Nick/GuestSpeaker:Exactly.Ontheotherhand,yourprospectmayqualifyforthechange-in-statusSEPifheorshehasMedicarecoverageandsayssomethinglikethis:“IjuststartedgettingMedicaidandExtraHelprecently.”Orsomethinglikethis:“Asofrecently,InolongerqualifyforMedicaidandExtrahelp.”Ormaybetheysaythis:“TheamountofmyMedicaidandExtraHelpstatuschangedrecently.”Glenn/Co-Host:OK,letmetrytosummarizethisone.Thischange-in-statusSEPisforindividualswhogain,loseorhaveachangeintheirDualorLIS-eligiblestatus.Nick/GuestSpeaker:Bingo.Thanks,Glenn.Yougotthenextquestion?Glenn/Co-Host:Suredo.Thisisaninterestingone:SometimesIstruggletoexplainthecost-sharingdetailsofDSNPplans.Doyouhaveanyadviceforexplainingittoclientsinaneffectivebutdigestibleway?Nick/GuestSpeaker:Insimplestterms,ifaDSNPincludescost-shareprotection,theenrolledmemberisnot

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responsibleforcopayments,coinsuranceordeductibles.That’sthecaseforanyservicesthatarecoveredbytheplanforaslongasthememberisenrolledinit.Itcanbehardtokeeptrackofallthespecifics,soIadviseAgentstoalwaysusetheSummaryofBenefitswhendescribingplandetails.IfyourprospectischoosingbetweentwosimilarHumanaplans,comparingtheSummaryofBenefitsside-by-sideisincrediblyhelpfulforyourclient’sunderstanding.Glenn/Co-Host:SowhereshouldAgentsgotofindtheSummaryofBenefitsyoumentioned?Nick/GuestSpeaker:TheyshouldalwaysprovidetheclientwithacopyoftheSummaryofBenefits,andiftheyhavealaptoportabletwiththematthemeeting,theycanpullupplansummariestoreviewandcomparethemline-by-line.Glenn/Co-Host:Great.Ibelievewehaveonefinalagentquestion.Right,Jason?Jason/Co-Host:Wedo.Hereitis:Duringmeetings,somemembersonlyseemtofocusonpaymentspecificsforplans.Butthatinformationismuchlesscompellingforothers.Whatadvicedoyouhaveforsellingtothatsecondgroup?Nick/GuestSpeaker:Tothat,IsaythemostsuccessfulAgentsareabletopresentthebenefitinformationinawaythatisengagingwiththecustomer,identifywhatelsemightresonatewiththecustomer.Andthenleaninthere.Glenn/Co-Host:Sohowmightthatworkforthegroupthatisn’tsofocusedonnumbers?Nick/GuestSpeaker:Forthosefolks,Agents,doyourbesttoalsoshowtheimpactaDSNPcouldhaveontheirqualityoflife.Youmightasktheprospecttothinkabouthowtheygettoandfromtheirvariousappointments.EmphasizethatthetransportationservicesprovidedbyaDSNPcaneasetheirstressandsavetonsoftime.Jason/Co-Host:Aswediscussedearlier,thatstresscanbeprettyoverwhelming.

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Nick/GuestSpeaker:Itsurecan.Now,ifyou’retalkingone-on-onewithapotentialclient,oneofthemostimpactfulthingsyoucandoisshowthemthatDSNPsincludeOTCallowancesforcertainprescriptionmedicines.Glenn/Co-Host:Isthereawayformemberstofindoutexactlywhatanallowancecoversaheadoftime?Nick/GuestSpeaker:Theresureis.

• Alleligibleitemsarelistedinacatalogthatmembersreceivewhentheyenroll.Andnewitemsareaddedallthetime.

• Also,membershavetheoptiontoorderproductsviamail,fax,phonecalloronlineandhavethemshippedrighttotheirdoor.

Glenn/Co-Host:Choiceandconvenience.Ilikeit.Nick/GuestSpeaker:Membersdotoo.Finally,askthemwhattheymightdowiththeextratimeandfundsthey’dhaveiftheirOTCitemswerecoveredandshippedtotheirdoor.Maybethey’ddevotemoretimeandresourcestoahobby.Maybethey’dtraveltoseelovedonesmoreoften.Whatevertheanswer,doyourbesttodigintotheimpactthattheseplanscanhaveonqualityoflife—theirhealthandhappiness.Glenn/Co-Host:Reallygreatadvice.Thanksforyourguidance,Nick.I’msuretheAgentslisteningfounditvaluable.………………………………………………………………………………………………………………..………………SECTION6–SELLINGSTRATEGYWITHJASON|“COACH”Nick/GuestSpeaker:GladIcouldhelp.Nowyouguysaregoingtotalksellingstrategies,right?Jason/Co-Host:

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Weareindeed.Thanksfortheseamlesstransition,Nick!Nick/GuestSpeaker:[LAUGHS]I’mjusttryingtobeagoodguest.Glenn/Co-Host:Andwiththatsaid,let’sbringSherribackin.Welcomeback,Sherri!Sherri/GuestSpeaker:It’sbeenawhile,Glenn!Glenn/Co-Host:Soguys,I’vebeenthinkingaboutsomethingduringthisepisode..Jason/Co-Host:What’sonyourmind?Glenn/Co-Host:SincethenewCMSrulesgiveAgentsasmallerwindowwheretheycansellDSNPs,aren’ttheyatabitofadisadvantage?Nick/GuestSpeaker:Igetwhyyouwouldsaythat.It’sdefinitelyeasytoseethe2019changesaslimiting,buttheintentbehindthemistoallowhealthplanstobettercoordinateamember’scare.So,Agents,takethisanopportunitytostartbysimplifyingandplanningyoursalesfunnels.That’llsetyouuptofocusyouroutreacheffortstodual-eligibles.Sherri/GuestSpeaker:Theendgamehereistotakeamoremethodicalapproachthat’llmakepursuingleadsmoreefficient.Iknowthisstillmightsoundabitconfusing,sowecantrybreakingdowneachquarterbymonthifyou’dlike.Glenn/Co-Host:That’dbereallyhelpful.Let’sstartfromthebeginning:monthone.WhatshouldanAgentdo?Nick/GuestSpeaker:Hereareafewideas:

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First,getoutinyourcommunity!• Volunteeratalocalsoupkitchenorfoodbank—andbringHumana-brandedbagsso

peopleknowyou’rearesource.• Introduceyourselftostoremanagersatadiscountretailerthatconsumersvisit

often.Askifyoucansetupatable.• Hosteducationalseminarsataudience-appropriateeventsorvenues.Youknow

yourmarketbest.• Buildrapportwithmembersofyourcommunityasoftenasyoucan.Younever

knowwhoyournextclientmaybe!Glenn/Co-Host:Allsolidideas.Whataboutmonthtwo?Sherri/GuestSpeaker:Duringthesecondmonthofthequarter,youshouldcheckouttheMRC’sDSNPmarketingtools.

• Humanahashundredsofcustomizable,CMS-approvedmarketingmaterialsavailableonline.

• Isuggestsendingpostcardsorflyerstodual-eligiblebeneficiariesandcreatingprintadsforchurchbulletinboards,communitynewsletters,younameit.

Iliveinaveryover-saturatedmarketfordualeligibles,sotheMRChashelpedmealot.Glenn/Co-Host:Agents,theMRCisthereforyou.Putthematerialstogooduse!Reallyquick,whilewe’reonthesubjectoftheMRC,IknowyoucandownloadtheMRCmaterialsasPDFs.ButIalsoheardsomethingaboutgettingthemdelivered.Canyoutellmeaboutthat?Jason/Co-Host:Icantakethisone,Glenn.Agents,youcanskipthehassleofprintingmaterialsyourselfbyorderingthemfordeliveryonline.Youcanhavethemsentstraighttoyourdoorstep,oryoucansenddirectmailpiecesdirectlytoyourcontacts.Justsearch“D-S-N-P”intheMRCandyou’llseethemallrightonyourscreen.Glenn/Co-Host:Brilliant.Alrightguys,sonowI’vemadeittomonththreeofthequarter.

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IfI’manAgent,what’smygameplan?Sherri/GuestSpeaker:Thisisagreattimetofine-tuneyourone-on-onemeetingapproach.Doyourbesttobeapproachableandrelatable,Agents!Glenn/Co-Host:Makestotalsense,Sherri.Nick,whydon’tyouchimeinonhowyoumakeyourselfapproachable?Nick/GuestSpeaker:Whenyouengageaprospectinaconversation,justleadwithyourheart.Tellthemhowyoulovehelpingpeoplelikethemimprovetheirhealthandhappiness.AndwhenyoutalkaboutthebenefitsofDSNPs,tryyourbesttoputtheminlayman’sterms.Explainhowthosebenefitscanimprovethequalityoflifeforyourprospects.Glenn/Co-Host:Gotit.IcanseehowthenewCMSruleslendthemselvestoAgentsfocusingononethingeachquarter.Sherri/GuestSpeaker:Theotherperkisthattheycanhelpsupportmemberretentionnowthattheycan’tchangeplanseverymonth.I’dencourageagentstoreachoutandassistthesemembersinunderstandinghowtouseallthefeaturesandamenitiestheirplanoffersaftertheyareenrolled.Jason/Co-Host:That’sagreatrecommendation,Sherri,andagreatwaytowrapupthispartoftheepisode.Iwanttosaythanksforalltheinsights,guys!We’lltalktoyoubothsoon!Nick/GuestSpeaker:Iappreciateyouhavingme!Sherri/GuestSpeaker:Thankstoyouboth!

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AndAgents,goodluckoutthere!We’rebehindyoueverystepoftheway!………………………………………………………………………………………………………………..………………SECTION7–EXPANDEDDSNPRESOURCESFORAGENTSGlenn/Co-Host:Thanksagain.Sobynow,we’vecoveredthebenefitsofDSNPsandtheadvantagesAgentshaveinsellingthem.Let’stalktoolsbeforewewrapup.WhatisHumanadoingtohelpAgentsbetterconnectwiththedual-eligibleaudience?Jason/Co-Host:Well,Glenn,asmorethanoneofusmentioned,we’veexpandedtheDSNPmarketingmaterialsagentscanusewhenmeetingwithdualeligibles.

• Allofthesematerialsarepre-approvedtomeetcomplianceandarecustomizable.• They’realsoallavailablerightnowintheMarketingResourceCenter—whichis

accessible,asAgentsknow,throughVantage.Glenn/Co-Host:That’sahugeopportunityforAgentstryingtogettheirnamesoutthere.Jason/Co-Host:Definitely.Butwe’regoingfurtherthanjustnewcollateral.We’rehelpingAgentsinotherwaystoo.Glenn/Co-Host:Ohyeah?Jason/Co-Host:OurHumanaDSNPBootcampEventsarecomingbackandarescheduledtostartinQ2.They’redesignedforAgentsasacrashcourseonhowtomarketandsellHumanaDSNPplans.Glenn/Co-Host:So,Agents,keepaneyeoutforaBootcampeventnearyou.Whatelseisoutthere?HowabouttheAgentSupportUnit?Jason/Co-Host:Iftheyhaveanyquestionsabouthowtosellcompliantlyatanytime,theycancalltheAgentSupportUnit,theirBrokerRelationshipManagerortheirBrokerRelationshipExecutive.ThenumberfortheASUis:800-309-3163.Agentscancallanytimebetween8AMand9PM[Eastern],MondaythroughFriday.

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Emailisanotherwaytoreachthem,ifthat’syourpreference,Agents.Thataddressisagentsupport@humana.com. Glenn/Co-Host:Toeachhisown.Anyotherresourcestoreference?Jason/Co-Host:There’salwaystheresourceH-Q,Glenn:Ignite-dot-Humana-dot-com. Agents,gothereanytimetoaccessmarketingresources,conversationguides,compliancecheatsheetsandalotmore.…………..………..………..………..………..………..………..………..………..………..………..………..……..SECTION8–CONCLUSIONGlenn/Co-Host:Well,Jason,we’vecoveredalotofgroundonDSNPstoday,soletmegiveourlistenersaquickrecap.We’vecovered:

• Whattheplanoptionsareandwhothey’redesignedfor;• ThenewCMSrulesaboutwhentheplanscanbesold;• Humana’sexpandedofferings,andwhatthatmeansforAgents;• InsidertipsandtricksforsellingDSNPstoprospects;• AndtheadditionalresourcesHumanahasinvestedintohelpAgentsselltheseplans.

ButIthinkmybiggesttakeawayishowmuchDSNPplanscanhelplow-incomeAmericans.Nobodyshouldhavetochoosebetweengoingtothedoctorandputtingfoodonthetable.Butifsomeonedoesfacethatchoice,enrollinginaDSNPplancouldbethefirststeptowardlivingabetterlife.Jason/Co-Host:That’salwaysthenumber-onethingtokeepinmind,Agents:whatproblemscantheseplanssolve?Whenyouofferarealsolution,theplansellsitself.And,moreimportant,you’regivingsomeonethechancetoliveamorefulfillinglife.Withthat,Iwanttogiveaspecialthankstoourawesomeguestspeakers,SherriandNick,andtoourAgentsfortuningin.

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Besuretohitthat“Subscribe”button—becausewe’vegotsomegreatstuffaheadforyouthisyear.Anddon’tforget:previouspodcastepisodesareavailableanytimesoyoucanlearnwheneveryoulike.Glenn/Co-Host:I’mGlennThayer.Jason/Co-Host:AndI’mJasonRockow-Vivier.Glenn/Co-Host:ThisistheHumanaGrowYourBookpodcastseries.We’lltalktoyouverysoononournextepisode.Untilthen,continuedhealthandhappinessfromyourfriendsatHumana!

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