Communications vs. Marketing
Contact Rules and Beneficiary Interaction
Marketing Events and Appointments
Compliance, Prohibited Practices, and Compensation
INTERVIEW
100

What is the definition of “communications” in Medicare plans?

Communications are materials and activities that provide information to current and prospective enrollees about Medicare health plans and Part D plans.

100

What types of unsolicited contact are prohibited under Medicare marketing rules?

give me 3

  • Door-to-door solicitation
  • Cold calls
  • Text messages or direct messaging
  • Approaching people in public places
  • Leaving voicemails after unsolicited calls
100

What is the difference between a marketing/sales event and an educational event?


  • Marketing events aim to promote plans and influence enrollment
  • Educational events provide general Medicare information without marketing content
100

What are examples of prohibited marketing practices under Medicare rules?

  • Misleading beneficiaries
  • Cold calling
  • Cross-selling non-health products
  • Using unapproved marketing materials
100

What are your strengths and weaknesses?

  • Self-awareness
  • Honesty
  • Growth mindset
200

How is “marketing” different from general communications?

Marketing is a subset of communications that is intended to influence a beneficiary’s plan choice and is subject to stricter regulation. 

200

 When is it permissible for a marketing representative to contact a beneficiary?

give me 2

  • The beneficiary initiates contact
  • The beneficiary gives prior permission
  • Returning a request for information
  • Confirming appointments or conducting plan-related business [Medicare M...ule 4 PY25 | PDF]
200

What activities are permitted during a marketing/sales event?

Agents may:

  • Discuss benefits, premiums, and star ratings
  • Distribute materials
  • Collect enrollment applications
  • Provide light snacks (not meals)
200

What are the rules regarding gifts and promotional items for beneficiaries?

  • Must be nominal value ($15 or less per item)
  • Not tied to enrollment
  • Cannot be cash or cash equivalents
200

Give an example of how you’ve worked successfully on a team.

  • Collaboration
  • Communication
  • Ability to handle conflict or different personalities
300

What are the two required elements for something to be considered marketing?

  • Marketing intent (to influence plan choice)
  • Marketing content (e.g., benefits, premiums, ratings)
300

What is required before making a marketing call to a potential enrollee?

The beneficiary must give prior permission (e.g., via business reply card or request for contact).

300

What activities are prohibited during educational events?

give me 2

  • Discuss plan-specific benefits or premiums
  • Conduct sales presentations
  • Distribute enrollment forms
  • Set appointments or collect SOAs
300

What responsibilities do plans have for oversight and enforcement of marketing rules?

  • Monitor agent activities
  • Detect non-compliance
  • Take corrective action (e.g., retraining, termination
300

 Why do you want to work here, and what motivates you?

  • Genuine interest
  • Alignment with team/company goals
  • Internal vs. external motivation
400

Give examples of marketing content that would make material subject to stricter regulations.

  • Information about benefits or premiums
  • Star Ratings or plan comparisons
  • Rewards/incentive programs
  • Mention of benefits like dental, vision, or hearing
400

The beneficiary must give prior permission (e.g., via business reply card or request for contact).

Permission is valid for 12 months from the date of the request or signature

400

What is a Scope of Appointment (SOA), and when is it required

 An SOA is a documented agreement outlining what products will be discussed; it is required at least 48 hours before a marketing appointment (with limited exceptions).

400

What are the key rules regarding agent/broker compensation for 2025?

  • Compensation must follow fair market value limits
  • No incentives tied to enrollment decisions
  • Includes payments for administrative services (subject to regulatory status)
400

 Tell me about a time you handled a difficult customer or situation.

  • Problem-solving
  • Emotional intelligence
  • Ownership of outcome
500

 What distinguishes communication-only materials from marketing materials?

Communication-only materials either contain no marketing content or include marketing content without intent to influence enrollment decisions.

500

What rules apply to contacting beneficiaries based on referrals?

Agents cannot directly contact referred individuals unless the beneficiary gave explicit permission; instead, they may provide their contact info for the referral to reach out.

500

What can and cannot be discussed during an individual marketing appointment?

  • Can: Discuss agreed-upon products, benefits, and costs
  • Cannot: Discuss products not listed in the SOA or non-health products
500

What actions can be taken if a marketing representative violates CMS rules?

  • Withholding commissions
  • Retraining
  • Suspension or termination
  • Reporting to CMS or state agencies 
500
  • If you were stuck in a zombie apocalypse, what role would you play on the team?

Tests: leadership, self-awareness, creativity

M
e
n
u