Whether you’re meeting one-on-one with a client or presenting to a group, hosting an appointment is one of the most important responsibilities you’ll have as an agent. These meetings allow you to build trust, educate your clients, and help them find the right coverage. They must also be conducted strictly in compliance with CMS (Centers for Medicare & Medicaid Services) rules and guidelines.
This guide explains everything you need to know to prepare, conduct, and follow up on an appointment while remaining compliant and professional at every step.
Pre-Appointment Planning
The groundwork you lay before meeting with a beneficiary is essential to the success of the appointment and to ensuring full CMS compliance.
Scope of Appointment (SOA) Forms
Every Medicare appointment must begin with a signed and compliant Scope of Appointment (SOA) form. This form:
- Must be completed and signed at least 48 hours before the appointment (unless an exception applies).
- Must clearly specify the plan types and topics to be discussed. The beneficiary must initial next to each product type they agree to review.
- Must be retained for 10 years, even if the beneficiary does not enroll.
You should never discuss products other than those indicated on the SOA. If a beneficiary expresses interest in an additional product, pause the meeting and have them complete a new SOA before proceeding.
Confirming Appointment Details
Before the appointment:
- Call the prospect to confirm logistics and gather important background information. If the call includes any content that could influence plan selection or enrollment, such as medication or provider review, it must be recorded.
- Ask about power of attorney (POA): If someone other than the beneficiary will be signing the application, that person must bring valid POA documentation to the appointment.
- Encourage the client to bring a list of current prescriptions and providers for plan verification.
- Ask whether any friends or Medicare-eligible family members would like to attend the presentation.
Ready-to-Sell Status
Before entering any appointment, confirm that you are “Ready to Sell” for all products you may discuss:
- You must be licensed, appointed, and certified by the carrier.
- Never present or recommend plans you are not authorized to represent—doing so can result in loss of commission and possible termination.
Creating a Comfortable and Professional Environment
Your environment matters, whether in person, over the phone, or virtual. Clients need to feel at ease, understood, and respected.
- For in-person appointments, choose a private, quiet location.
- For virtual appointments, ensure your video background is clean, your internet is stable, and your platform is secure.
- For phone appointments, use a quality headset and ensure the line is clear. If the conversation includes plan discussions, record the call and state your TPMO disclaimer within the first minute.
Arrive early or call on time, and have all necessary materials prepared—including approved plan brochures, a Pre-Enrollment Checklist, and your enrollment platform.
Building Rapport and Establishing Trust
A strong Medicare appointment is rooted in trust. Be warm, patient, and helpful. Start by:
- Clearly introducing yourself and explaining your role as a licensed agent, not a representative of Medicare.
- Outlining what you’ll discuss based on the SOA.
- Asking open-ended questions about the client’s lifestyle, healthcare needs, provider preferences, and medications.
Avoid rushing them; this process can overwhelm beneficiaries, and your job is to guide, not pressure.
Conducting the Appointment
Once the meeting begins, it’s your responsibility to ensure compliance, structure, and focus on the client’s needs.
Start Strong:
- State your name and licensing.
- Disclose all carriers you represent.
- Emphasize that you do not work for Medicare.
- Reconfirm the plan types being discussed per the SOA.
If meeting by phone, state the TPMO disclaimer within the first minute and ensure the call is being recorded if it contains sales or enrollment content.
Thoroughly Review Key Areas
Walk through the following topics in detail, confirming the client’s understanding along the way:
- Prescription Drug Tiers, Copays
- Plan Benefits & Premiums
- Part B Premium Requirement (must continue to pay)
- Out-of-Pocket Costs (Office Visits/Urgent Care/Hospital/ER/Ambulance)
- Copays and Coinsurance
- Dental/Vision Benefits (if applicable)
- Special Needs (DME, etc.)
- Value-Added Services
- What their new card will be used for
- Statements of Understanding
- Effective Date of Coverage
- Customer Service Telephone Numbers
Stick to the SOA
- Only discuss the product types that the beneficiary agreed to.
- If the beneficiary wants to explore other plan types during the meeting, pause to complete a new SOA before proceeding.
Only Use CMS Compliant & Approved Materials
- Flipbooks
- Agent guides
- Summary of Benefits
- Pre-Enrollment Checklist (Required)
If the client is ready to enroll:
- Make sure the application is filled out fully and accurately.
- Submit the applications the same day you receive them.
- NEVER help a consumer enroll via a Consumer Website if you are physically present (you can assist them over the phone).
- Only enroll clients online using an approved agent enrollment tool (ex. MedicareCENTER, LEAN, Connecture, mProducer, Ascend, etc.).
Before completing the meeting, ask yourself: “Is this plan truly the best fit for my client’s unique needs?”
Post-Appointment Best Practices
Your support doesn’t end when the enrollment is submitted.
Call the beneficiary to follow up:
- See if they have any questions about the plan they enrolled in.
- Make sure they fully understand the plan they chose, especially the Benefits/Coverages, Copays/Coinsurance, & Provider Network.
- Make sure your client has your contact info so they can contact YOU for any further questions or information they may need.
A follow-up can build a trusting relationship with your clients. If they continue to hear from you after their appointment, they are more likely to remember how you supported them.
Stay Audit-Ready with Organized Records
You are required to retain compliant documentation of every step in the chain of enrollment. That includes:
- SOA forms
- Enrollment confirmation
- Pre-Enrollment Checklist documentation
- Any notes or call recordings related to the sales process
- Post-enrollment follow-up
Track all interactions and documents using a secure CRM or FMO-provided platform. Fidelis offers agents access to HIPAA-compliant tools like MedicareCENTER and Client Connect.
Enhance the Experience with Personal Touches
Leave a lasting impression by offering:
- A printed summary of the plan chosen
- A folder with important numbers and plan information
- A welcome packet including answers to FAQs and tips on getting started
- An invitation to join your educational newsletter or community workshops
This type of care improves retention, reduces confusion, and encourages referrals.
Hosting a Medicare appointment is a skill that blends compliance, client service, and product knowledge. When done well, it builds long-term trust and a strong reputation.
By preparing correctly, staying compliant, using approved tools, and following up thoroughly, you can host appointments that serve both your clients and your business.