Sourced from Devoted Broker Email Communication from 1/7/2022: 

Happy 2022!  We hope that you had a relaxing holiday season.  Our team is prepared to support you in another successful selling season and provide tools that will help reduce risk of member disenrollments after your hard-earned AEP efforts.  

As you know, disenrollments are highly unfavorable in many ways. It may not only lead to commission chargebacks and poor compliance performance, but also poor overall member experience.  As such, here are some best practices to help with member retention we’d like to share.

What you can do: 

1. Call members to check in:
   • Check in on members who recently enrolled during AEP to ensure smooth onboarding, pre-authorizations were taken care of and PCP appointments were made — you could even transfer them to one of our Guides at 1-800-DEVOTED to make sure we take good care of them
   • Check to make sure they’ve received their Welcome Kits in the mail and their info (phone number, email, address) are correct
   • Make sure they know how to find and use our online tools: Benefits Info, Provider Directory, Drug / Formulary Search
2. Member education events
   • Encourage members to keep an eye on their email (and our website) for more information about our New Member Orientation (NMO) events, which we call “Music & More” series.  We’re planning virtual events this year to continue keeping everyone safe
3. Help members utilize their benefits: Members that use their benefits tend to be happier and stay with their plan year over year

1. • Help members to schedule PCP visits within 3 months (before March 31st); as an added perk, members will receive $20 Devoted Dollars¹
   • Personal Emergency Response System: have members call our Guide team to get set up with their free PERS device + included monitoring
   • Over The Counter Benefits
   • Wellness bucks (if applicable)

Members who are at higher risk of disenrollment:

• PCP Experience: Members who do not see their PCP or have a negative experience with a new PCP
• Plan Engagement: Members who do not engage with Devoted Health
• Benefits: Members with mismatched expectations or were not enrolled in a plan that best fits their needs
• Higher-need members: Beneficiaries who qualify for Extra Help

What are we doing to help retain members?

• Targeted member calls based on their needs
• Virtual member education events: how to utilize benefits + music series
• Member communications (SMS, email, mail)
• All members receive a digital ID card via SMS within a few days of confirmed enrollment so they do not have to wait for the Welcome Kit or Confirmation Letter

Encourage members to call our Member Guides at 1-800-Devoted. Our Guide team is able to answer most of our members’ questions, but there are times when our vendors need to be involved to more appropriately help our members. Here’s a list of vendors that our members will speak with instead of our Guides when they have benefit questions – in these scenarios we delegate call services to these vendors:

• Pharmacy (CVS Caremark): Handles our prescription questions and mail order requests (Members can access through our IVR when they call into 1-800-Devoted and the CVS phone number is also included on the member ID card)
• Healthy Foods Card (Solutran): This vendor is responsible for helping with member questions related to their healthy foods card benefit. (Members can access through our IVR when they call into 1-800-Devoted and the Solutran phone number is also included directly on the healthy foods card)
• Transportation (Alivi – FL, OH, TX or Kaizen – AZ, IL): Will help our members set up their non-emergent transportation rides. (Members can access through our IVR when they call into 1-800-Devoted)
• Behavioral Health (Magellan): If members have questions related to behavioral health benefits and providers, they will work directly with Magellan.  (The phone number for Magellan is listed on the member’s ID card and on our website – 1-800-776-8684)

We’re paying it forward!

Earn 2022 marketing credits with your AEP Devoted enrollments.

Devoted has one of the fastest growing Medicare Advantage plans in the U.S right now. You work hard to provide the best plans for your clients and with Devoted Health, you can do just that and EARN 2022 MARKETING CREDITS too!

Here’s how:

Earned CSM Marketing CredIt can be used toward any marketing medium — Mailers, Flyers, Print Ads, etc.

The fine print:

• An active enrollment is written during AEP (Oct. 15 – Dec. 7, 2021) with a January 1, 2022 effective date.
• Enrollment must be in effect on Apr. 1, 2022, to qualify for marketing credit.
• Enrollment changes during OEP and/or rapid dis-enrollments do not qualify.
• Cornerstone Senior Marketing will notify qualifying agents of earned marketing credits after April 1, 2022.

Why Devoted?

Fortify your 2022 marketing budget with Devoted enrollments today!

• Devoted offers advanced, easy-to-use tech and data platform for clients and agents.
• Devoted Medical Group: designed to pick up where PCP’s leave off to work in conjunction and provide excellent care in member’s home.

Ready-to-use, customizable marketing resources at your fingertips on your agent portal.

Added advantage

Quote and enroll Devoted Health plans using MedicareCENTER

Devoted Health Ohio Expansion

Plans are available for your clients in these Ohio counties:

Cuyahoga, Lake, Geauga, Medina, Lorain, Stark, Summit, Portage, Erie, Huron, Sandusky, Ottawa, Seneca, Columbiana, Trumbull, Mahoning, Fulton, Hancock, Lucas, & Wood

Devoted communication from 3.24.21:

At Devoted Health, we are working hard to continuously improve our benefits in order to help our members live better lives. The COVID-19 pandemic has disproportionately impacted seniors. In fact, 44% of our current DSNP members have expressed concerns about food insecurity. In response to this, we have added a new monthly $50 Healthy Foods card benefit for all Devoted Health’s DSNP members for the rest of the 2021 plan year to help members buy groceries as part of CMS’s flexibilities due to the pandemic. Here are some details of this new benefit:

• All current DSNP members will be receiving their Healthy Foods card in the mail early April, new members will receive soon after their effective date
• $50 will automatically be loaded onto the card at the beginning of each month and can be used as a credit card at a grocery store such as Publix, Sedano’s and ALDI
• Be sure to use the credit each month – we suggest members to stock up at the start of each month and spend all $50 in a single transaction.  Members cannot roll over unused money to the next month
• More information will be available on our website

Members can redeem all foods and produce items with the $50 Healthy Foods card, however, we encourage members to use the card for items like:

• Fruits and vegetables
• Meat and fish
• Eggs, cheese, milk, and other dairy products
• Whole grains, like whole wheat bread and brown rice
• Nuts, seeds and spreads
• Olive oil and other plant-based oils
• Supplemental drinks like Boost® and Ensure®

Friendly reminder that since this grocery benefit is added middle of the plan year, CMS prohibits explicitly marketing and/or advertising this benefit to prospects for the duration of 2021 plan year.

If you have any follow up questions or concerns, please reach out to your Cornerstone Senior Marketing representative