Staffing Medicare & ACA Member Services for Open Enrollment
The six-month dedicated team model that holds your numbers from October through March.
Thursday, July 23th
10:00 a.m. PT (1:00, p.m., ET)
30 min, plus 15 minutes of live Q&A
Medicare Advantage and ACA plans staff open enrollment best with one continuous, dedicated member services team in seat from October through March, rather than rebuilding a seasonal surge force each fall.
A single trained team across both books removes ramp lag and mid-season attrition and protects retention and Star Ratings. This webinar shows how to build and time that team.
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Why Seasonal Staffing Quietly Costs You the Season
Most plans staff open enrollment as a fall emergency. They lean on seasonal hires for the October peak, watch them ramp slowly, lose them to attrition by December, and scramble again when January volume arrives. The team that finally learns the plan is gone before retention season starts.
That mismatch leaks value where the seasonal budget never looks: longer waits, lower first-call resolution, more complaints, and the disenrollment and survey scores that increasingly decide revenue. Open enrollment is not a single fall spike. It is a six-month arc with a fall enrollment surge and a winter retention surge, across two product lines that peak on overlapping schedules.
The plans that run a calm season do not field the most temporary staff in October. They field the same continuous team in March.
What You Will Learn
A practical framework you can take straight into your open enrollment planning.
Why seasonal staffing fails
Learn how ramp lag, mid-season attrition, and lost plan knowledge reduce service quality and retention.
The six-month arc
Understand why Medicare AEP/OEP and ACA enrollment function as one continuous October-to-March cycle.
The six roles
Warm welcomers, inbound professionals, retention specialists, onboarding specialists, after-hours coverage, and embedded bicultural professionals, and how they hand off.
The continuity math
What repeated training, lost productivity, and first-quarter disenrollment actually cost, and why a retained team wins on total value.
The activation runway
Why a team must be in seat about 30 days before each window opens, and what a 30-day activation requires.
Agenda and Who Should Attend
The calendar that breaks seasonal staffing
The two-surge, two-product-line reality of the season.
The six roles, defined
What each role is for, and the metric that tells you it is working.
How continuity protects the rating
The link from first-quarter staffing to CAHPS, complaints, and disenrollment.
Building the team on time
The 30-day activation runway and what to decide before each window opens.
Live Q&A
Bring your staffing questions for the season ahead.
Who Should Attend
VPs of Member Services, Directors of Call Center Operations, VPs of Customer Experience, and chief operating officers at Medicare Advantage and ACA plans who own open enrollment staffing and member-experience outcomes.
What You Will Walk Away With
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A clear framework for staffing the full October-to-March arc rather than a fall surge.
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A working model of the six roles and how they sequence across the season.
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The activation timeline to have a team trained and live before open enrollment opens.
Frequently Asked Questions
When and where is the webinar?
It is Thursday, July 23, 2026, at 10:00 a.m. PT, held online. A replay is sent to everyone who registers, so you can sign up even if you cannot attend live and watch on demand later.
How long is the session?
The session runs 30 minutes of content plus 15 minutes of live Q&A, for about 45 minutes total.
Is this part of a webinar series?
Yes. It is the first of three open enrollment sessions, followed by member experience and ratings on August 6 and OEP retention on September 10.
Does this apply to ACA plans or only Medicare?
Both. The six-month staffing model serves Medicare Advantage and ACA books together through their overlapping open enrollment and first-quarter retention windows.
Is there a cost to attend?
No. The session is complimentary, and registration also secures the on-demand replay.