Medicare Call Recording: New CMS Requirement

Medicare Call Recording

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Medicare Call Recording: New CMS Requirement

As of October 1st, 2022, The Centers for Medicare & Medicaid Services (CMS) is requiring that all calls with a Medicare insurance agent be recorded and maintained for ten years. The goal of this new Medicare call recording regulation is to ensure that agents are acting in the best interest of their clients. In order to comply with these rules, you will need to ensure that your agent has recording equipment so that callers can have peace of mind when calling on your behalf.

VirtualPBX’s award-winning voice, video, and text messaging service includes robust calling features like Call Recording, Amazon AWS Integration, and Advanced Call Reports. In addition to these features, we offer 24/7 customer service to get you compliant as soon as possible. 

We know these regulations came down quickly and have been a source of frustration for many agents with small budgets and limited staff. With VirtualPBX, you’re never alone  – we continue to stand out in the industry by providing 1:1 onboarding and support free of charge. Take it from VirtualPBX customer Chris Laliberte at Nationwide Senior Plans, “The team at VirtualPBX always takes care of us.” 

Medicare Call Recording

Call Recording FAQ's

All Medicare calls are required to be recorded. CMS defines all insurance agents as third-party marketing organizations (TPMO). As of October 1st, 2022, every agent will have to follow the new standardized regulations for calls about Medicare.

Medicare officials have noticed a significant increase in the complaints received from individuals about dealing with insurance agencies. You may have had frustrating experiences with insurance agencies yourself. Without anything to regulate them, unprofessional agents have given seniors confusing and irrelevant information. Also, insurance organizations shared contact information with independent agents without asking their clients.

The CMS ruling requires calls to be recorded that are part of the chain of enrollment in a Medicare Advantage or Part D plan, regardless of whether it’s with an existing client who is enrolling in a different plan or a new client. The chain of enrollment includes the steps taken by a beneficiary from becoming aware of a Medicare plan or plans to making an enrollment decision.

According to recently clarified CMS regulations, agents must end the phone call should the client choose not to be recorded. When possible, agents are encouraged to make a statement that both parties have agreed on being recorded at the beginning of the call. This can help prevent customer confusion about whether a call is being recorded.

No problem. Our experts will help get your account set up in “compliance mode” so you can rest easy knowing your call recordings are secure. For those with HIPAA Compliance requirements, we highly recommend our Amazon AWS Integration. With this integration, calls go directly to your AWS storage – bypassing the standard storage location in your VirtualPBX dashboard. 

While no requirements for proof have been outlined just yet, experts recommend to be prepared for an audit. This will likely resemble a “secret shopper” call that is later followed up on. Call Recordings are easy to track down with VirtualPBX (even looking years backward); they’re available directly in Advanced Call Reports and your saved call recordings, or in your Amazon AWS storage should you choose to integrate.

VirtualPBX: Your Solution for
CMS Requirement

VirtualPBX has some of the industry’s best call recording solutions. Not only can we help you comply with the new Centers for Medicare & Medicaid Services (CMS) call-recording regulation but also provide valuable phone features you may not already have. Our goal is to help you remain compliant with as little disruption to your business and current sales process. With VirtualPBX, you can initiate and receive Medicare recorded calls from anywhere, whether it’s on your desktop, landline, or mobile device. Call Recording is available in our Flex, Pro, and Premier Plans – getting started with one of these plans will have you compliant in minutes. 

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