- Hi, I'm Rebecca Gordon
and this is my sister...
- Sylvia Gordon, and we are...
- [In Unison] The Sisters of Selling.
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- We're gonna talk about rapid dis-enrollment,
something nobody wants to deal with.
You worked really hard during AEP
to put the business on the books,
and now it's falling off the books.
- Dun dun dun dun.
- So, rapid dis-enrollment,
for those of you that don't know,
is anybody that leaves your Medicare Advantage
or Part D plan in the first 90 days.
Why would they leave?
- Well, they could leave because they moved.
- [Sylvia] They moved during OEP?
- Died.
Or, maybe they...
their agent moved them because the agent left an employer,
went to a new agency, and enrolled them?
- Right.
Unfortunately, we see a lot of agencies break up
and then you are LOA at your last agency.
You are a solicitor and so you start your own agency
and so you roll all those people during OEP to you.
So if you were a solicitor that doesn't hurt you,
that hurts your boss.
Now your boss is in trouble
because he's got all those rapid dis-enrollments
The insurance companies track this.
- Right. - Okay?
They are aware down to the agent, what your scorecard is.
- Why would they possibly care?
- It costs them a lot of money to enroll a client, right?
- Do all that work.
- Do all that work to get them on the books,
get them their ID cards, get them set up
and then they dis-enroll in January?
- Yeah.
- Chances are, you did something wrong.
- Right, not only are you gonna get
a full 12 month charge back.
- Right.
- But the insurance company again, they are wondering,
what are you not doing right?
Are you not explaining the benefits correctly?
Are you, you know, just too sloppy?
Do you need to be reeducated?
So they really follow your percentage to a T
because of the wasted revenue on their part.
- Right, and you don't make money either.
You're not making money by moving these people.
Unless your agency's breaking up
and you got this big war going on,
you shouldn't have you masses of your people leaving you
and if you're the agency on it
and somebody's trying to roll it, call us
because we'll get involved and help stop that.
- Let's say that, you know, you put a bunch of people
with a carrier and then all of a sudden,
network negotiations fall out out and they lose a network.
So you gotta move them.
- Right, and that happens unfortunately,
where all of a sudden I gotta take all my Cigna people
and I gotta move them out and put them on Wellcare,
because this hospital is only accepted by WellCare
and I don't have to, the carriers understand
when that happens, you know.
We gotta take care of the client.
but when there's not a network problem,
and you're moving all your Cigna people to WellCare,
what's going on?
Because Cigna's not gonna like that.
- No.
- And they don't care that you're fighting
with your old boss, you've got divorced,
and your agency owner, this and that.
They care that you're not doing what's right
by the client and what's right by them.
- So we've been talking about
rapid dis-enrollment during AEP or OEP.
What about just during the rest of the year?
Are they still watching that?
- Yeah, they watch that.
So they will watch it and they'll say,
"Hey Sylvia, why did...
why did Rebecca Gordon move 200 cases last month?"
(Sylvia laughs)
- Wow.
- Right? And I get this every year, you know.
And it's like, well, she and her husband
owned the agency together and they got divorced.
Her husband got the agency in the divorce
so she's just rolling all his clients to her.
Remember we had that whole big one?
But you know, what do I do?
Like, you know, they're both agents
that both work with me and I'm stuck.
- Right.
(Sylvia sighs)
- Unfortunately, this happens more
than I would like that it to happen.
The insurance company can terminate you
and many people have been terminated for it.
- So are the carriers giving their scorecards to the agents?
How does an agent, how do I know what my score is?
- [Sylvia] You will never get-
- How do I know if I'm on the chopping block?
- You will never get your score card,
they will never share it with you.
- So what can I do?
- This is just with your relationship with your FMO.
They tell us what's going on.
I mean, I remember I used to get all the secret shoppers.
They'd send me the secret shopper scorecards
and I'd have 'em in my box.
So the FMO is privy to a lot of this information,
not all of it, and we are the ones
that will reach out to you to say,
"Hey, you know, maybe stop doing that
because you are gonna get terminated."
And they always go, "No, this company loves me.
I've written hundreds of cases a year for years."
No, trust me, they don't love you.
They will terminate you.
You need to stop right away.
And I mean, I can't prevent them from terminating you
if you've done this, it's on its face, what it says.
So like I said, if you have a good reason,
because the hospital network,
the doctor changed network, that's good.
- But if not, tread very carefully
on your carrier relationships
or you will cease to have those relationships.
- Okay, good stuff.
- That's all I have for this week.
- That's all I have.
Good selling, folks.
- Thanks for watching.
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