Conducting Remote Enrollment Appointments


From the ACE TA Center Listserv 

Is your organization prepared to conduct remote enrollment appointments?

Many Ryan White HIV/AIDS Programs are meeting with clients virtually and fortunately, account tune-up and enrollment appointments can also be conducted remotely. In 2018, the Centers for Medicare & Medicaid Services (CMS) announced that navigators and other enrollment assisters no longer need to be in person to provide enrollment assistance.

Your organization can help minimize barriers to health coverage access by offering comprehensive, efficient, and secure remote enrollment appointments to all clients seeking health coverage during Open Enrollment for Marketplace and Medicare plans, and for Special Enrollment Periods.

Client privacy is as important as ever, but there are some new considerations for staff who are working remotely. Here are a few steps to take before an enrollment appointment to help safeguard client privacy:

  • Remote work policies and supportive resources continue to change across organizations. Always defer to your organization’s policies and procedures around remote work, as well as to all required state and federal data security regulations. 
  • Case managers should work closely with their organizations to set up secure remote working situations and ensure client privacy and confidentiality. For example, follow your organization’s policies related to storing paper and electronic data, sending and receiving client information, and getting electronic and/or paper client signatures.
  • Make sure you are the only person that can see or hear any paper or electronic client information, including while you are working. This is especially important in spaces that are shared or where materials may accidentally be seen by others.

After taking those preliminary steps to safeguard client privacy, you may find the following practices helpful during enrollment appointments:

  • Clients and authorized individuals can provide consent over the phone, in writing, or both. Obtain consent from the client by reading or sending to them your organization’s standard written form with all of the necessary information. If consent is given over the phone, make a written record of the client’s authorization and offer to send them a copy. 
  • Clients can provide consent themselves, or through an authorized individual. If you are not speaking directly with a client, make sure that the person you’re speaking with is authorized to speak on the client’s behalf. 
  • Do not share your personal phone number. If possible, have incoming calls to your work phone and voicemail forwarded to personal phone. For outgoing calls, use *67 prior to making a call, use a service such as Google Voice, or change your information to show as private. 

Resource Recap

Review the recording, transcript, and slides from the July 15th ACE TA Center webinar: Getting Ready for Open Enrollment, for more information on conducting remote enrollment appointments, Account Tune-Ups: Getting Ready for Marketplace Open Enrollment, and using other tools and strategies for 2021 enrollment assistance. 

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