What is a Scope of Appointment (SOA)?
The SOA form allows clients to choose which products they'd like to discuss during their sales meeting with a broker.
Rules and regulations around SOAs
Only the products chosen by the client can be discussed.
If they want to discuss a product that's not on their SOA, they need a new SOA.
The client must sign the SOA at least 48 hours before the sales meeting.
Unless it's an unscheduled in person meeting (walk-in) initiated by the client, an inbound phone call from the client, or it's within 4 days of a valid Special Election Period (SEP) for the client. In these cases, the 48 hour rule is waived, but the SOA must still be completed.
Agents must keep SOAs on record for 10 years after they're signed.
Our platform streamlines this process, allowing you to send, track, and store SOAs directly from the CRM.
Sending an SOA
1. Navigate to the Contact's Profile
Go to your Clients or Leads tab. Click on the contact's name to open their profile page. Scroll to the Scope of Appointments section.
2. Send an SOA
Click the Send SOA button. The popup will have the contact's email pre-filled (if available). Edit the email if you need to send to an authorized rep. Press send to email the client a link to the SOA form.
3. Track SOA status
Immediately after you send the SOA, a new entry will appear on the SOA table with the email the SOA was sent to, and a link to resend.
Client signature experience
When you send an SOA, your client will receive this email:
When they click the button, they'll be taken to the SOA form:
On this form, they can choose which products they'd like to discuss, identify whether they're the beneficiary or authorized rep, type their name to sign, and submit.
Agent signature experience
When the client submits the SOA, you'll get this email:
Click the button in this email to go to their Contact Detail page – you'll see the updated status, the signature timestamp, and a link to add your signature:
Click the Add Signature link to be taken into the SOA form:
When the SOA form is in this state, after the client has signed, you won't be able to edit their selections. Just enter your name to sign, and press submit.
On the SOA table, you'll see the SOA status has changed to "Complete."
If you click the "View" link, you'll be taken to the SOA form, and nothing will be editable, it will just act as a record of the signed document, with timestamps for each signature:
You're able to view this signed form at any time. And if this client ever needs a new SOA, you can just repeat this process again, all tracked in the same table.
Frequently asked questions
Q: Can I send the SOA as a text message?
A: Not yet, but we plan to add this feature in early 2025
Q: Can I upload an SOA?
A: Not yet, but we plan to add this feature in early 2025
Q: Can I do a voice SOA?
A: Not yet, but we plan to add this feature in early 2025
Q: Will HealthSherpa store these SOAs for 10 years, as regulations require?
A: Yes, we will make sure you have access to your SOAs for the 10 years required, at least.
Q: Can I download the completed SOA for my records?
A: After the SOA is complete, click View in the SOA table to open the finalized form. From there, you can print, print to PDF (here's how).
Q: What happens if the client tries to access the SOA after they've signed it?
A: The client will see a confirmation page stating, "You're all set." They won't be able to access or edit the form again.
Q: Can I track when the client or I signed the SOA?
A: Yes, the SOA table displays timestamps for both the client's and your signatures.
Questions? Contact support
Call (855) 521-4984 or email medicare-agents@healthsherpa.com with questions.
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