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Ivan Arkhipov
Jul 7, 20222 min read

What Tools Can Medicare Agents Use to Comply With New CMS Regulations in 2022 (Part 1)

Updated: Jul 17, 2022

In this first part we will review requirements and our first option, OpenPhone, a service which allows to record phone conversations.


On May 9th 2022 CMS had published the final ruling and announced their policy and regulatory revisions for Contract Year 2023. There is one very important change for the upcoming Annual Enrollment Period which requires field agents to record all calls with beneficiaries in their entirety, including the enrollment process.


Below is the summary of the changes:

  • All field agents must begin recording all phone calls with beneficiaries

  • The disclaimer should read “I/We do not offer every plan available in your area. Please contact medicare.gov or 1-800-MEDICARE to get information on all your options” must be conveyed as follows:

    • Verbally conveyed within the first minute of a sales phone call.

    • Electronically conveyed when communicating with a beneficiary through email, online chat, or other electronic means of communication.

    • Prominently displayed on third party marketing organization websites

    • Included in any third-party marketing organization marketing materials, including print materials and television advertisements.

Both NAHU and AHIP have commented on the proposed rule on behalf of agents, claiming that these measures won’t address the problem that CMS is attempting to solve. They have requested that CMS suspend the marketing section of the rule until there is a stakeholder meeting. You can find some of this discussed in here.


What Can Medicare Agents Do in the Meantime?

While NAHU and AHIP are advocating CMS for removal of recording requirements there are a number of inexpensive tools available, and allow you to better understand how those tools may help meet aforementioned requirements.


Before we begin, you have acknowledged to have read the disclaimer at the bottom of this page and should understand there is no silver bullet.


If your existing number had already gone to print, for example, sent out via direct mail, then the solution may be a bit clunky, but it is still possible to make it work without breaking a bank.


We will explore each option one at a time.


Option One: OpenPhone - Starts at $10/month

OpenPhone is a VoIP application for Mac, Windows, Web, iOS, and Android that adds second phone numbers to existing devices. It offers unlimited calling and messaging, a lightweight CRM, call forwarding, call recordings and more.


Additionally, its integrations with other popular business apps like HubSpot and Google Contacts make it a popular choice for agents looking to streamline their workflows. Most users are able to start calling and texting in minutes, without needing to talk to sales, while the sales team is also available to help.


OpenPhone is ranked #1 in customer satisfaction on G2 compared to other VoIP providers. It does mean you will need reliable internet connection to have good call quality.


Check out a more in-depth post about OpenPhone in here.


Option Two: Shape> - Starts at $99/month per user

Shape> is a Customer Relationship Management (CRM) software, but as part of the traditional CRM functionality, such as pipeline management, outreach and other, they provide great dialer. The dialer is also very advanced and not only has call recording functionality but advanced call monitoring.


Please check out a more in-depth article about Shape>.


Stay tuned for reviews for other parts, which will be somewhat similar. The main difference is in price, quality of calls, and features.



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About

Ivan Arkhipov

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Ivan has spent years working as a technology leader at startups and technology companies such as Amazon and Facebook. In these roles, he has built and scaled engineering teams worldwide, managed tens of millions of dollars in SaaS expenses, and developed technology products that generated hundreds of millions of dollars in revenue.

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Leveraging his extensive experience in the tech industry, Ivan is eager to impart insights and know-how to enhance technological capabilities and strategic execution, aiming to elevate performance and drive meaningful cost reductions.

He offers specialized services in SaaS contract negotiations, securing optimal terms and major cost savings for companies. His negotiation skills have consistently saved millions on various SaaS contracts.

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Ivan's expertise extends to evaluating and enhancing the structure and culture of technology teams. He provides valuable insights for crafting effective leveling guidelines, aligning team members with an organization's goals and skill requirements. Additionally, he excels in creating comprehensive evaluation, calibration, and promotion review mechanisms, which are vital for maintaining a high-performing and motivated technology team.

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Specializing in designing robust interviewing plans and guidelines, his approach ensures that each new team member significantly contributes to elevating the collective skill set and performance of the engineering team.

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Recognizing the critical role of leadership in technology teams, Ivan also offers services in interviewing and assessing candidates for key positions, such as CTOs, VPs, and Directors of Engineering. The goal is to help organizations build strong, effective leadership teams that drive technological innovation and success.

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