Medicare AEP Recap

Medicare AEP was as crazy as always, with some new challenges along the way. 
Melanie Blackston recaps in this Business and Personal Podcast. 

Watch the video version here.

https://youtu.be/hrzZL1qhbNs

https://blackstoninsurance.com/

#medcareaep
#openenrollment 
#melanieblackston
#columbiascmedicare

Transcript

SPEAKER_00 0:08

Welcome to another edition of the Business and Personal Podcast. We bring you closer to the people you do business with, and uh thrilled today to be joined by a rested and relaxed Melanie Blackston. She survived another annual enrollment, uh, a huge annual enrollment for her, uh, helped all kinds of people in the Columbia area. And uh we're gonna talk about what that was like and what people can look uh towards uh with Medicare going forward in 2026. But first of all, Melanie, thanks for joining us.

SPEAKER_01 0:35

Hey, thanks for having me. It's uh it's been a whirlwind for six weeks, and um, I'm glad for a little bit of downtime because it's gonna pick back up after the first year. But thanks for having me.

SPEAKER_00 0:46

You've had quite the journey. You know, I work with a lot of agents, and I can't think of any of them that started AEP in an emergency room and finished by closing a deal in a bubble bath like you did. That is uh quite the path, but that goes to show you'll do business anytime, anywhere to help people out. So that kind of explains your passion, but in your own words, just uh explain why you love uh doing what you do so much that you would do it in those extreme situations.

SPEAKER_01 1:12

You know, um, seniors are so underserviced. Um, they don't understand. And with this day in time, everybody's being forced to technology. And unfortunately, our older seniors, they just can't connect with it or gravitate to it. They're still pen and paper, they're still black and white. Show me something, put it in front of me. Um, and I'm kind of a little bit old school like that too. I mean, I could go back to the very first person I wrote a life insurance policy on five years ago and tell you everything about it. Um, and so it's important to me to cater, um, and I mean that in a very sincere way, cater to their needs, what they need, what they want, what they don't understand. Um, 99% of my appointments are still face-to-face on that first appointment because it's important for them to touch me, feel me, see me, know that I'm real. Um, I feel like my compassion, my care, my personality, my knowledge and strengths come out in a face-to-face, and that's important to me.

SPEAKER_00 2:14

And I do want to clear one thing up. Your client did meet you in the bubble bath. It was a phone consultation, right? Just so there's no that was.

SPEAKER_01 2:21

That was a phone consultation at 10:30 at night when the deadline was at midnight.

SPEAKER_00 2:26

You thought you were done. You thought it was time to take a break, but not quite.

SPEAKER_01 2:31

It was a referral. Um, and even if it wasn't a referral, um, she apologized and said, I know the deadline's at midnight. I am so sorry. So, because she didn't, you know, call me with the expectation that her emergency was my problem, she fully owned it and was very compassionate and caring. I said, you know what? Give me 15 minutes, but let's do this.

SPEAKER_00 2:53

So, yeah, I'll give our listeners and viewers kind of a recap of what this AEP was like. It was your third AEP. Uh, you've joined the Medicare world in a very uh interesting time. Uh, it's a good time to join because your services are needed more than ever of all the changes, all the turbulent things going on with Medicare. But uh, what were your reflections on this year compared to some of the others?

SPEAKER_01 3:15

Um busy referrals. Um, there was a lot of service reduction areas. Um, I had existing clients that I had to reach out and touch on top of taking um in new ones. And so at times it got a little bit overwhelming for me. Um I am very OCD and I feel like I have to touch everything immediately. I have to answer a text message or a phone call. Um, even if I call them and say, hey, I got your message, I'll call you back. So um it was very um stressful. It uh it was, it was stressful because of my own energy, um, making sure that I did not leave anyone behind. And we only have six weeks. And, you know, this particular AEP was a struggle because, you know, we had the government shut down. We had systems that were not updated. I mean, heck, I think it was two weeks before December the first, CMS closed for 10 days. So some of us, we still have some applications sitting out there waiting to um kind of tie in for CMS to verify that what we entered is correct. So it was a very stressful um AEP, not just with the changes and all the people to see, but the technology um and the platforms that we use not giving us what we need was just really kind of hard at times.

SPEAKER_00 4:37

My goodness, I didn't even think of the government shutdown. I knew of all the other challenges you all were facing with plans coming and going, but wow, yeah, to have the government shut down at the busiest time.

SPEAKER_01 4:47

Yeah, and like I said, and then once the government opened up, like I said, two weeks ago, I believe it was about two weeks ago, CMS shut down for 10 days. And we didn't get notified on an email. The way I found out was on my United Healthcare, there was a banner that said, hey, CMS is closed down, gonna be closed down for 10 to 12 days. And so again, that was another setback. I mean, that was another um point that just stressed me out even more. And I'm like, Melanie, you you know, you gotta get it together. Um, it's all gonna come together. And so finally, um, seeing the light at the end of the tunnel, but even now it's over with. But I have got follow-ups. You know, I've had a few applications and enrollments that there wasn't something right, or I'm having to upload a Medicaid letter, or people that um I didn't have books for because some of the carriers offered new plans and we didn't have those books in in front of us. And again, my older seniors, they want those things to touch and hold. And so I've got a stack over here that I'm gonna be mailing out books to them because it's the holidays. It's not that I don't have time. I just need a break and to get back in the car and drive around to 20 people just to hand them a book. I'll spend the extra money to send them something in the mail.

SPEAKER_00 6:02

Absolutely. And I think people, when they hear change and all the change that's taking place with Medicare, it's a scary term, scary word. Um, but sometimes change can be good. I mean, are you seeing overall like there still are good plans available for people that you just can't stick with the same thing you have? You have to be mobile with it, you have to be ready to go on to something new. You're not just gonna stick with probably the same thing for several years in a row, but there are still good things out there, right?

SPEAKER_01 6:28

Yeah, there are. There's a lot of good things out there. And I tell you what, I mean, some of the insurance companies, I think, just sat back and watched other insurance companies. So when they got ready to come to the table, they had some hard hitters with some stronger benefits that other plans had. So um it did not make it hard, in my opinion, because there was some very good plans, especially with the chronic plans, the people who have diabetes and heart conditions. Um, there were some really good, strong plans out there for them to help them with added richer benefits, um, grocery cards and lower co-payments and specialty payments. So that was nice. Um, and I like the fact too with uh, you know, Blue Cross and Blue Shield, they're they're a strong staple in South Carolina. And so not too much changes with them in regards to the plans that they offer. So those are usually solid as well.

SPEAKER_00 7:20

I think one of the best things about the last couple of years is there's more awareness for people of understanding there's Melanie's out there to help. And you pay a grand total of attention as far as a fee for your services. You have to pay nothing. Your your services are free. It's the you're taking this stressful thing off seniors plate and they don't have to pay you anything for it. It's it's really one of the most unbelievable business offerings that I've seen uh out there.

SPEAKER_01 7:47

So and my referrals coming from that has just it's really um just humbled me. Um the referrals that I get from the people that I help and even the people that maybe I can't help, but I help them by telling them their plan was good. Um and the reviews, oh, so many reviews this AEP. Um, I've got my reviews up to over a hundred now. And there have been several of those that literally brought tears to my eyes. Just the kind words that people have said. Just it makes me know that I'm doing what I'm what I'm supposed to do and I'm doing it right.

SPEAKER_00 8:20

And have you noticed more and more people that for years and years and years would listen to friends or family members for their plan that have now finally said, I can't do that anymore, and they're turning to you?

SPEAKER_01 8:30

Yeah, I mean, I do. You're still gonna have the ones that's gonna let someone um influence them or tell them their thoughts. You know, you're even gonna have healthcare providers that want to give their input. And my thought is, hey, stay in your lane. You know, I'll stay in my lane, you stay in your lane. Maybe we can can collaborate together for the benefit of the individual. However, I'm the one that holds the license, I'm the one that holds all the certifications and spent hours upon hours making sure that I was knowledgeable enough to um direct and guide my seniors or anybody that's asking me questions about it.

SPEAKER_00 9:08

So looking ahead to next year, um, even with all this awareness that's out there and more and more people using an agent like you and getting into good plans right out of the gate, still a lot of people that probably auto-renewed, didn't really pay any attention to anything. And then there's going to be sticker shock or there's gonna be some sort of surprises in the first quarter next year. Um, is there anything they can do? Uh, can they call you at least for some guidance?

SPEAKER_01 9:31

Oh, absolutely. Um, if they've got questions or they're not quite sure the plan that, you know, they pick, they've got questions about it or the benefits. Absolutely. You know, like we said, my services are free. I am here to answer any questions that I can to help give guidance and direction, you know, and just see what their questions are, what their needs are, where is their plan missing the point? What did they think their plan brought to the table that maybe they're finding out it doesn't? Um, and it may be that, hey, that is still the best plan for them because, you know, a lot of people, they want all these extras and they're looking for certain things. And not all the plans are gonna carry, you know, and cover that. We have to go by what the the insurance companies offer and what's been approved.

SPEAKER_00 10:14

And I know it's super early yet, and a lot of this information isn't even out there, but what's your feeling going into 2026? Are we still gonna continue to be seeing a lot of changes um with this inflation reduction act as it settles in over the next few years?

SPEAKER_01 10:28

You know what? I don't know. Um the ACA market, um, the marketplace, I am I don't do that. I have contacts and I I have a little bit of knowledge to be able to talk to people and find out the best way to guide them and direct them. But honestly, we don't know. I mean, there's still things on the plate right now that's going before Congress and Senates and and um different uh companies, or I can't even think of the word that I'm I'm trying to figure out. Um, that everybody's just still making decisions, nothing's set in stone.

SPEAKER_00 11:02

Well, what we do know is you're you're gonna be there to help.

SPEAKER_01 11:06

Absolutely.

SPEAKER_00 11:07

Whatever they throw at you, you're gonna be ready to roll with it. It can't be any more challenging than what you faced uh this past year, that's for sure.

SPEAKER_01 11:15

And I'm actually getting ready right now. Um, I had some really cool thank you cards made that are like postcards that are really neat. And I'm picking those up from the printer today because those are gonna go out to all my new book of business people. Um, my existing book of business, my Medicare people, they all got Thanksgiving postcards. And so now for Christmas, um, sometimes I send out Christmas cards, New Year's card. I just kind of change it up a little bit so they don't know when they're gonna get something in the mail. But right now I'm working on some thank you cards to send out to all my new people because it was um a blessing of the new people that I was able to bring into my family during this AEP and just know that the connection's there and that they know I'm gonna take care of them.

SPEAKER_00 11:57

That's how you build a business right there. That's uh that's pretty awesome. So I'm gonna put you on the spot here, Melanie. All right. And you've already kind of told me a couple of great stories. You know, you mentioned, so you had the car accident at the beginning of AEP, and you're in the emergency room trying to help people out. That was quite the start. And then we mentioned uh the bubble bath there at the close. So a couple of great stories already from AEP, but anything else that sticks out, obviously you don't have to give full details, but maybe just someone that you helped out this year that was in a really challenging situation and uh put them in a better spot.

SPEAKER_01 12:32

Yeah, I did. Um, I got a phone call on October 30th from a daughter, and her mother's husband had passed away three weeks prior, and she was losing his coverage the next day, which was Halloween. And the daughter, bless her heart, she had been trying to help her mom navigate so many changes. Um, this individual went from a nice monthly Social Security income down, it was cut by three quarters. Um, and they were in a panic mode. And so I said, well, when can we meet? Well, there was Halloween going on, the kids had things at church going on, there was just a lot, and it seemed like we couldn't make it work. And I said, All right, can you meet me tomorrow morning at 7 a.m. at Starbucks? And I'm not a morning person, you know, but during AEP, those hours and those days don't matter when someone is in desperate need. And I could just hear it. So I had to go meet them. I had to pick out a plan and help that mom pick out a plan just for two months because she needed coverage November 1st. We were 24 hours away. And then she also needed coverage to start in January because the best plan for her for their last two months of 2025, that plan was not going to be offered next year, but it was the best one to fit her needs for what she was going through and offered benefits over the counterpart that she desperately needed. So we met that morning. We got her taken care of. I got her enrolled on the 31st because I said we got to get it in by midnight. Had her plan ready to go on 11.1. I kept watching my broker portal so I could get her member ID because I had access to that before, of course, she could get her card, and then turned right back around when AEP started and got her enrolled in our new 2026 plan. Um, and that was just so touching because this poor lady, something so devastating. And how did they find me? They saw my setup at the local grocery store. And the daughter said, I've walked past your table so many times in the last couple of weeks and never thought, but I'm glad I did. And so the daughter um reached out to the manager at the grocery store and sent her a very, very nice message. Um, because it was just it was a struggle trying to get together on Halloween because I already had a day full of appointments. My appointments were starting at the library at 9 a.m. and go until 7 p.m. I didn't have a spot to fit her in with the ones that was already on the table. And then, of course, her with the children. I mean, Halloween, trick-or-treat special. The kids were going to church and all that. So that's when I said, All right, let's do it at seven o'clock in the morning. Let's go to Starbucks. Made it happen.

SPEAKER_00 15:16

Incredible. Wow. I didn't think you could top the stories, but boy, that one's right up there with them. And I'm sure you have plenty more. We'd probably need a whole nother podcast for that. But uh, this was great. Just kind of a great recap of things and a primer for uh, you know, you're there to help going into next year if people run into problems. So uh clearly it shows how much you love doing this and uh love helping people. So we enjoy it.

SPEAKER_01 15:40

And then Ryan, I want to say one thing. You know, when people watch the podcast and they're like, well, where is she licensed at? I'm licensed in several states. I mean, I'm licensed in South Carolina, North Carolina, Georgia. And I've got some northern states because I'm licensed in those, licensed in those states based off of current clients sharing me with their family. But don't worry about that. If you're interested in what you've heard and you know that I can help you, and if I can't help you, I have contacts that I would trust with my own family. And if I'm not licensed in a state and you call me, I will hand you off to somebody that I know will take care of you. And if they don't, you call me back. And that's one of the things I tell people when I refer them out. I'm like, okay, this is who I'm gonna get to help you because I don't have access to those plans or I don't, you know, I don't write those type products. However, here's the name, here's the number. If they don't reach out to you within two days, I want you to keep me on this journey until you're taken care of. Because if I'm gonna hand you off, I still want to have a little bit of responsibility on my end to make sure they're taken care of. Because if they're not, then I'm gonna change who I'm gonna be referring them to.

SPEAKER_00 16:45

You've heard it right there. If you're somebody out there that Melanie might be referring to, you better stay on your toes. That's right. Absolutely. And you kind of let into how I was gonna close this out here. So for people that want to work with you, though, that you can work with, that you don't have to refer out, uh, what is the best way to reach out to you and get started?

SPEAKER_01 17:04

Well, um, my personal cell phone number is 803-240-7524. And you can text me on that number. You can call me. I also have a website, uh www.blaxtoninsurance.com. And Blackston has no E on it. So it's B-L-A-C-K-S-T-O-N insurance.com. And then I also have a Facebook page, um, Blaxton Insurance Solutions, and they can reach out to me that way. Or I have an email. Um, W W or what is it? Um Melanie M-E-L-A-N-I-E dot blackston. Again, no e on the end, 20 the number 22 at gmail.com.

SPEAKER_00 17:53

There you have it. Uh anybody out there should be able to figure out how to get a hold of you at one of those uh spots. So uh again, uh Melanie, hey, yeah, this is your time. You should be getting a little rest and relaxation. So I appreciate you taking the time to chat with me, but hey, go uh go enjoy a little quiet time.

SPEAKER_01 18:09

I will, and thank you so much for having me. Anytime I would love to come back and talk with you and some of your people.

SPEAKER_00 18:15

All right, thanks, Melanie.

SPEAKER_01 18:16

Thank you.