Enrollment season workflow
How Do Agents Work Medicare AEP and ACA Open Enrollment at the Same Time?
Agents can manage both seasons by preparing cases before appointments, separating Medicare and ACA workflows, and reserving time for follow-up. A full calendar only works when each appointment has the information needed to move forward.
Medicare AEP runs October 15–December 7. HealthCare.gov opens enrollment for 2027 coverage on November 1, so agents who serve both markets need a plan for the overlapping workload. www.medicare.gov
What should the daily workflow look like?
Use a simple four-stage process:
- Intake: Gather the information needed for the appropriate coverage review.
- Preparation: Identify missing information and organize the case before the appointment.
- Agent review: Discuss needs, explain options, and complete enrollment when appropriate.
- Follow-up: Track pending documents, enrollment confirmation, and remaining client actions.
For Medicare, prepare information about providers, prescriptions, pharmacies, and current coverage. For ACA, prepare household information, expected income, existing coverage, and healthcare needs.
How should agents divide their time?
A sample schedule might reserve mornings for Medicare appointments, afternoons for ACA reviews, and a protected daily block for pending cases. Adjust the balance to your actual demand and upcoming deadlines.
Use separate appointment types and checklists so clients know what to bring. Give every pending case an owner and a next-action date.
Can staff help?
Yes, but define responsibilities carefully. Administrative support can reduce scheduling and paperwork bottlenecks; duties involving insurance advice or sales require appropriate qualifications and authorization. Verify permitted duties under the applicable state, Marketplace, and carrier requirements.
Also confirm that each selling agent is eligible to work in the relevant market. CMS currently lists 2027 Marketplace training as available for returning agents; brand-new agents should not assume they can register and start selling immediately. CMS
The message for agents: Protect time for preparation and follow-up. More appointments won’t help if incomplete cases keep piling up.