| Outbound Education and Verification (OEV)
CMS Outbound Education and Verification (OEV) requirements are likely to change from last year when they covered only new PFFS members.
CMS is in the process of finalizing new rules that in their August 7 version required carriers to recontact all new MA enrollees (not just PFFS) to determine if they were presented with clear and accurate information about the product they chose.
We have conducted Outbound Education and Verification (OEV) work for the past three years for multiple carriers and a variety of plan types. The purpose of these OEV programs is to contact recently enrolled members to:
- Confirm their intent to enroll in the plan.
- Make sure they understand the plan type they chose.
- Verify that the selling broker/agent complied with established sales guidelines.
We have a proven 'Call-Letter-Call-Call' system that meets current CMS requirements. Our ‘Warm Transfer’ system allows you to immediately talk with members who are considering disenrolling. This instantaneous response helps you address misunderstandings and improve retention rates.
We can have our program up and running for you in very short order.
How it works:
- You send us the necessary contact information for all new enrollees.
- DSS:
- Loads and conducts a quality review of the records you send.
- Begins calling with an approved script within 24 hours.
- Sends an approved education letter containing a phone number so your new members can call us.
- Places the second and third calls on day two and three.
- Initiates a 'Warm Transfer' to your customer service department for members considering disenrollment.
- Makes audio recordings of all interviews and stores them for a minimum of one year.
- Documents all attempts with specific dispositions.
- Provides online reports detailing agent infractions, survey responses and daily metrics.
- Completes the entire process within the required 10-day call window.
Why choose DSS?
- Integrity that comes from third party verification.
- Our extensive experience in OEV work.
- 25 years experience in conducting phone interviews with the senior population.
- Ability to get your OEV program up and running quickly.
- All project management, IT, telephone, mail and analytical services handled in-house to ensure speed and accuracy.
- Online Reporting Tool that provides daily feedback including agent infraction updates.
- Systems in place to securely receive and return data.
- Realistic pricing.
For additional help or to get started, contact Dave Nixon at 817-665-1845 or dnixon@dssresearch.com.
| 
