MARx is more than a current-plan lookup. Read closely and the plan history tells you a story about what's actually going on with this client.
What to look for
Previous coverage
Current coverage
Future-effective coverage
Recent enrollment changes
Carrier changes
HMO / PPO changes
Giveback changes
Medicaid changes
LIS / Extra Help changes
Recent D-SNP enrollment
Something changed — find out why
Example: the client has been on the same plan most of the year, but MARx shows a new plan scheduled to take effect next month.
Current coveragePlan A — active through this month
Scheduled coveragePlan B — effective next month
The question to ask
"I see there's a change scheduled in your coverage. What made you decide to make that change?"
Possible answers worth listening for:
- •Higher medical usage than before
- •A problem with a doctor or network access
- •New or increased dental needs
- •Rising prescription costs
- •Loss of a benefit they relied on
- •A new Medicaid approval
- •Another agent contacted them
- •They didn't fully understand what they agreed to
PEAK coaching rule
When you see a change in MARx, investigate the reason behind the change.
Important
Never ignore, conceal, or misrepresent a future-effective enrollment you can see in MARx. Accurately acknowledge what you find, and make sure you understand the beneficiary's actual intent before recommending anything further.