Letter Campaign FAQs
Will my patient data be sent to an online broker/agent?
- Amplicare works directly with a HIPAA-compliant mail vendor, so no data is shared with an online broker/agent through this direct mail campaign.
Which of my patients will receive a letter?
- If you opt in to the open enrollment (“AEP”) letter campaign, all of your Medicare-eligible patients who filled a medication at any point from April 1st through August 1st will be included in the campaign.
- If you opt in to the newly eligible (“IEP”) letter campaign, your patients who will soon turn 65 or recently turned 65 and who filled a medication in the past 18 months will be included in the campaign.
- Important Note: The patient lists are generated based on the drug refill data that Amplicare receives from your dispensing software. Amplicare only receives updated patient profile information (i.e., whether the patient is deceased or not) if the patient has a new refill. This means that if a patient fills a medication that qualifies them for the letter campaign, and then passes away after the fact, there’s a chance they will still be included in the campaign. The HIPAA-compliant mail vendor does check for valid addresses and removes patients from the list if they’re no longer associated with the specified address. They also review the National Council on Aging to check if the patient is deceased, and if so, remove them from the list.
When will my patients receive letters?
- If you opt in to the open enrollment (“AEP”) letter campaign, your patients will receive a letter the first week of Open Enrollment and a second letter (if they do not enroll in a plan) mid to end of November, for a total of two letters.
- If you opt in to the newly eligible (“IEP”) letter campaign, your patients will receive a letter three months before the month they turn 65 AND two months before the month they turn 65, for a total of two letters.
Can patients opt out from receiving additional letters in the campaign?
- No. The patient lists are generated only once and sent to the mail vendor. There is no opportunity to remove specific patients from the campaign once that initial list is submitted. See the two questions above for specifications on which patients will be included in the campaign and the frequency of the letters for each campaign.
How many letters will my patients receive?
- Open Enrollment (“AEP”) campaign: Two letters during the open enrollment period of October 15th to December 7th.
- Newly eligible (“IEP”) campaign: Two letters during the patient’s seven-month initial eligibility period.
Can I edit the letter content?
- You are not able to customize the letter content for this subsidized mailer. Because it is funded by an online broker/agent, it must be CMS compliant, so no changes can be made. However, keep in mind that you always have the option to create a letter campaign using Amplicare’s letter templates which can be completely customized. If you have the resources to mail your own letters, we encourage you to go this route and not opt in to the subsidized mail campaign so that you can better personalize the letters.
Text Campaign FAQs
Which of my patients will receive a text message?
- If you opt in to the open enrollment (“AEP”) automated text campaign, your top 500 Medicare eligible patients in terms of total billings will be included in the campaign. They must also fit the following criteria to be included:No plan comparison activity since the start of Open EnrollmentNo call or text received in the past seven days
- If you opt in to the newly eligible (“IEP”) automated text campaign, your patients who will soon turn 65 or recently turned 65 and who filled a medication in the past 18 months will be included in the campaign.
When will my patients receive a text message?
- Each campaign (IEP and AEP) will have four touchpoints , but you have the option to deactivate any of those touchpoints.
- If you opt in to the open enrollment (“AEP”) automated text campaign, your patients could receive up to four text messages from October 15th to December 7th.
- If you opt in to the newly eligible (“IEP”) automated text campaign, your patients could receive up to four text messages during their initial eligibility period: Three months prior to their 65th birthday month, one month prior to their 65th birthday month, the month they turn 65, and one month after they turn 65.
- You will have the option to “deactivate” any of the aforementioned text message touchpoints to decrease the frequency as you see fit.
Can I edit the text message content?
- At this time, you will not have the ability to edit the text message content for the automated campaign. With that said, you always have the option to execute your own text campaign for your Medicare patients using Amplicare’s one-off campaign feature. You will need to manage them manually (they will not be automated).
Can my patients opt out from receiving additional text messages?
- Yes. All text messages by default include instructions for the patient to “Text STOP to opt out.” If they do so, they will be added to your opt-out list and will not receive any future text messages.
Can my patients respond to the text message directly?
- At this time the campaign does not support two-way texting.
What is the difference between Navigate and Medicare.gov?
- In Navigate, patient drug lists are auto-uploaded so they do not need to manually enter medications.
- Patients only see plans in-network with YOUR pharmacy.
- Patients have easy access to return to the portal and to review their information.
How do patients access Navigate?
- Navigate requires an Enroll ID. A patient's Enroll ID can quickly be found in their Amplicare profile right below their drug list. Search for the patient on the homepage and the click "Medicare Plans."
- Additionally, a patient's Enroll ID is automatically generated and added to the following Amplicare handouts:Newly Eligible handout/letterOpen Enrollment Eligible handout/letterPlan comparison printout or email
- Your pharmacy can send patients text messages and include a link for them to access Navigate in a single click.
What is the advantage for the pharmacy if patients will just bypass the pharmacy to compare and enroll in plans?
- Navigate helps you engage with as many patients as possible to increase loyalty while freeing up your time to focus on high priority patients to work with directly (e.g., patients with win-win plan comparison opportunities that can increase pharmacy profit).
- Some pharmacies have a very large number of Medicare patients, making it impossible to compare plans for everyone. By using Navigate, patients are guaranteed to stay in a plan that is in-network for your pharmacy.
- Patients may still want to remain socially distant this fall and Navigate provides you with a way to still help your patients compare their plan options. You can call your patients and explain how they can log in to the patient portal, then walk them through the comparison over the phone.
Do I need to opt in to the direct mail and/or text campaigns to use Navigate?
- No, all pharmacies subscribed to Match have free access to Navigate. The campaigns are an independent set of communications to facilitate your efforts to engage Medicare patients.
Why does Amplicare send some enrollments to an online broker/agent and not Medicare.gov?
- Online broker/agent partners with the vast majority of carriers. Amplicare partners with online broker/agents so that it can track the enrollment process for each patient. If a patient enrolls via an online broker/agent, Amplicare receives that information and updates the patient’s profile. This improves plan detection to provide the pharmacy with more win-win opportunities and updates our auto-call and text campaigns to no longer reach out to patients if they enrolled.
- NOTE: In 2019, online broker/agents sent “confirmation” mailers to patients. This was a mistake and not a part of the relationship. These mailers were discontinued as soon as pharmacies informed Amplicare.
Does Amplicare share data with online broker/agents?
- No. If a patient enrolls in a plan that works with an online broker/agent, only then will online broker/agents receive their information. Online broker/agents sends this information to the insurance carrier, but should not be using it in any other way.