Caribbean nearshore Medicare teams. Live before October 15.

Medicare Campaigns We Run: AEP, OEP, T-65, and SEP

Medicare call center outsourcing is contracting AEP, OEP, T-65, and SEP campaigns to a third-party nearshore team that pre-qualifies prospects and warm-transfers to your AHIP-certified US agents. Fronters operate under non-licensed scope; binding, enrollment, and licensed activity remain with client staff. 2026 nearshore rates run $12 to $18 per agent hour all-in for HIPAA-trained, CMS-MCMG-compliant programs. Call Force Global runs these from remote Caribbean and LatAm delivery teams.

CFG operates Medicare-focused call center campaigns from the Caribbean, providing pre-enrollment support, live transfers, and policyholder services for Medicare supplement agencies and health insurance companies.

• AEP campaigns (Oct 15 - Dec 7): High-volume outbound calling during the Annual Enrollment Period. Agents qualify beneficiaries for Medicare Advantage and Part D plan changes, confirm current coverage, and warm-transfer to your licensed enrollment staff using a scripted warm transfer architecture that preserves CMS scope of appointment context end to end.
• OEP campaigns (Jan 1 - Mar 31): Open Enrollment Period outreach targeting beneficiaries who want to switch Medicare Advantage plans. Same qualification and transfer workflow as AEP with adjusted scripting for plan-switch scenarios.
• T-65 aging-in campaigns: Year-round outbound calling to individuals approaching their 65th birthday and Initial Enrollment Period. Agents educate prospects on Medicare options and transfer qualified leads to licensed agents.
• Special Enrollment Period (SEP) qualification: Identifying beneficiaries who qualify for enrollment outside standard periods due to qualifying life events: moving, losing employer coverage, or aging out of a parent's plan.
• Policyholder services: Inbound support for existing Medicare policyholders: benefit questions, provider network inquiries, prescription coverage verification, and claims status updates.

Bespoke Tech Stack · Medicare AEP Fronter

Medicare AEP fronter teams, run on a CMS-aware tech stack

Medicare AEP fronter outsourcing closes the licensed-cost gap by handling pre-qualification (T-65 outreach, plan-comparison setup, AEP intake) on Caribbean nearshore agents at $12 to $18 per agent hour, with the licensed close staying on your US payroll per CMS MCMG. Our tech stack enforces the fronter perimeter automatically so compliance is in the data, not in a human's spreadsheet.

• CMS MCMG fronter perimeter enforcement: AI QA rubric flags any agent statement that crosses into licensed-plan recommendation or enrollment commitment, in real time
• MCMG-aligned scripts + voice analysis: every call scored against MCMG-compliant language patterns, including no comparison-shop steering and no plan recommendation
• AEP / OEP / SEP window detection: dialer config blocks outbound during invalid AEP windows; auto-flags T-65 birthday-month outreach inside CMS allowed windows
• Warm-transfer routing to your licensed agents: pre-qualification scorecard data + caller-ID passed via dialer; median licensed-handle-time drops because discovery is already done
• Kickoff 4-6 weeks before Oct 15, live 7 business days later: trained cohort + 20-30% flex bench for AEP surge weeks, scheduled via automated workforce ops

Same Caribbean nearshore agents, layered with the compliance and automation stack this vertical actually needs. See it in a Pilot Month →

Who Outsources Medicare Call Centers

FMOs, IMOs, MA carriers, Medicare supplement agencies, and brokerages outsource Medicare call centers to scale AEP volume, run year-round T-65 campaigns, or route to your licensed enrollment staff for end-to-end enrollment.

Medicare outsourcing fits four buyer profiles, each with a slightly different staffing model:

• Field Marketing Organizations (FMOs) and IMOs: Wholesale recruiters of independent licensed agents. They outsource non-licensed Medicare qualifiers to feed warm transfers to their downline producers, particularly during AEP and OEP.
• Medicare Advantage carriers and health plans: Plans that need outbound retention, T-65 acquisition, and AEP enrollment surge support. Often pair non-licensed nearshore qualifiers with their own in-house licensed agents.
• Medicare supplement (Medigap) agencies: Independent agencies running outbound to T-65 and SEP-eligible beneficiaries. Most outsource the qualification layer to keep their licensed producers focused on closing.
• Direct-to-consumer Medicare brokerages: Multi-state online brokerages running paid acquisition into a phone funnel. They outsource the inbound and outbound qualification work and use licensed in-house staff for binding.

The common thread: Medicare buyers all face the AEP volume cliff. From October 15 to December 7, they need 2-4x their normal headcount. Domestic temp staffing can fill the gap but at $35-48/hr, the math punishes margin. Nearshore staffing solves it at well under half the cost.

What Medicare Outsourcing Costs in 2026

Nearshore Medicare-trained agents cost $12-18/hr in 2026 for non-licensed qualification work. Multi-product campaigns and 24/7 AEP coverage push toward the upper end; longer engagements and bench-rehire teams pull it down.

The hourly rate for a HIPAA-trained Medicare qualifier on CMS MCMG-aligned scripting in 2026 sits between $12 and $18 per hour. That covers agent pay, supervision, HIPAA training, product training and CMS compliance review; the dialer seat, 100% AI QA and recording storage come in from the $13 Scored Desk up. There is no per-transfer markup.

For a 20-agent team running an 8-week AEP campaign at 160 hours a month (about 296 hours per seat), the all-in nearshore cost lands at $71,040-$106,560. The same headcount at US temp rates of $35 to $48 would run $207,200-$284,160. That savings funds additional agents, better lead lists, or technology that further lifts campaign performance.

Factors that push hourly rate up:

• 24/7 inbound coverage during AEP peak
• Multi-product campaigns covering MA, MAPD, PDP, and Medigap simultaneously

Factors that pull hourly rate down:

• Bench rehires from prior AEP campaigns (faster ramp, no re-certification cost)
• Year-round engagement with T-65 and OEP work between AEP seasons
• Single-product focus (MA-only or Medigap-only) with stable scripting
• Larger team size (30+ agents) where supervision spreads efficiently

HIPAA, CMS MCMG, and Compliance

CFG Medicare agents complete HIPAA certification, CMS MCMG training, TCPA compliance checks, and 10-year call recording before handling any campaign.

Medicare is one of the most heavily regulated verticals in call center outsourcing. CMS marketing rules control what agents can say on every call, and HIPAA governs how patient information moves through the system. We treat compliance as infrastructure, not a training module.

HIPAA Training and Certification

Every agent completes HIPAA training before touching a Medicare campaign. Training covers the Privacy Rule, the Security Rule, minimum necessary standards, and breach notification requirements. Agents are tested and certified, with annual recertification. For a full look at BAA requirements and vendor audit criteria, see our guide to HIPAA-compliant call center outsourcing.

CMS Marketing Guidelines (MCMG)

Agents are trained on the Medicare Communications and Marketing Guidelines, which govern what can be said during sales and enrollment conversations. This includes scope of appointment requirements, prohibited language, plan comparison rules, and the distinction between education and marketing. Scripts are reviewed by compliance before launch, and QA reviews specifically score CMS adherence. For a clear map of where qualification work ends and licensed enrollment begins, see our breakdown of the fronter vs licensed agent regulatory line.

TCPA and State Telemarketing Rules

All outbound Medicare campaigns run on TCPA-aligned calling practices with real-time DNC scrubbing and recorded consent disclosures, on data the client supplies and holds consent for. State-level telemarketing rules are layered on top, since many states have additional restrictions on calling Medicare beneficiaries. For Medicare brokers and FMOs weighing nearshore versus offshore for AEP, our analysis of the FCC offshore disclosure rules for Medicare outsourcing in 2026 covers the new disclosure framework and why Caribbean nearshore is the practical alternative.

Call Recording and Audit Trail

From the $13 Scored Desk up, 100% of calls are recorded and stored for a minimum of 10 years, exceeding the standard 5-year retention that many providers offer; on the $12 Staffed Desk your dialer holds the recordings. Recordings are indexed by agent, date, and disposition for easy retrieval during audits.

Why Outsource Your Medicare Call Center Nearshore?

Nearshore Caribbean Medicare agents offer native English, same-timezone availability, and $12-18/hr rates versus $35-48/hr for US-based staff.

Medicare prospects are mostly seniors making a complex, high-stakes coverage decision for the first time. The quality of the initial phone interaction directly affects whether they trust the process enough to enroll.

Native English, Clear Communication

Seniors value clear, unhurried communication more than any other demographic. Caribbean agents speak native English, are certified on your script before the first call, communicate at an appropriate pace, and demonstrate the patience and warmth that Medicare prospects respond to. That matters. Transfer acceptance rate is one of the clearest performance signals in MA broker operations, and it moves directly with how comfortable a senior feels on the line.

Same Time Zone

Medicare beneficiaries are available during specific daytime hours. Agents in Jamaica and Trinidad work these hours natively without graveyard shifts, which means higher energy, better focus, and more consistent call quality across the entire day.

Cost Comparison

The AEP math is straightforward: a 20-agent nearshore team saves $136,160-$177,600 over a single AEP season compared to US temp staffing. That savings can fund additional agents, better lead lists, or technology upgrades that further improve campaign performance.

How Call Force Global Delivers Medicare Programs

CFG runs Medicare programs from Toronto headquarters with remote delivery teams in Jamaica and Trinidad, using HIPAA-trained agents on US Eastern and Central time zones with dedicated compliance and QA teams.

Call Force Global is headquartered at 375 University Avenue in Toronto. The Toronto office handles client onboarding, compliance review, account management, and program supervision. Medicare delivery sits primarily in Jamaica and Trinidad where agents are scheduled to peak Medicare daytime windows (10am-7pm Eastern), the hours when beneficiaries actually answer the phone.

Caribbean Nearshore Model for Senior Audiences

Medicare prospects are seniors making a complex coverage decision. Caribbean agents speak English as their first language, communicate at a measured pace, and demonstrate the patience and warmth this audience responds to. Want Jamaica-based Medicare agents specifically? See the dedicated Jamaica Medicare call center page for AHIP, state licensing, AEP surge multipliers, and pricing. For short-cycle October-December surge teams, see the Jamaica Medicare AEP overflow program. Need a Trinidad alternative for compliance-heavy fronter work? See the Trinidad Medicare call center page. Need bilingual Spanish-English Medicare agents for Hispanic enrollees? See the dedicated Colombia bilingual Medicare call center page for CAHPS Star Ratings impact, two-language CMS compliance, and bilingual AEP surge capacity. For California bilingual Medicare carriers, see our California Medicare page.

Compliance Infrastructure

Medicare programs run on a dedicated compliance stack: HIPAA-trained agents with signed BAAs, CMS MCMG-reviewed scripts, recorded scope of appointment workflows where applicable, real-time DNC scrubbing, and, from the $13 Scored Desk up, 100 percent call recording on encrypted storage with 10-year retention. A dedicated compliance lead in Toronto reviews every script revision before launch.

Recruiting and Training

AEP recruiting starts in late August. Tenured agents from prior AEP campaigns get priority rehire, which compresses ramp time meaningfully. New agents complete an intensive curriculum: HIPAA, CMS MCMG, scope of appointment, Medicare product overview (MA, MAPD, PDP, Medigap), call flow, dialer training, then 3-5 days of live calibration with QA on every call before independent dialing.

QA and Performance Management

QA reviews 10 percent or more of calls per agent per week using a Medicare-specific scorecard tied to CMS MCMG categories. Compliance violations trigger immediate coaching and, on a second offense, removal from the campaign. Carrier-side monitoring is supported on request.

How It Works

Medicare campaigns go live 7 business days after a completed kickoff, covering script design, HIPAA training, and live calibration, then full production with daily QA reporting.

Step 1: Campaign Design (At Kickoff)

We work with your compliance and sales teams to develop scripts, qualification criteria, transfer protocols, and disposition codes. All materials are reviewed against CMS guidelines before agent training begins.

Step 2: Recruit and Train (Before Go-Live)

We recruit agents with prior Medicare or insurance experience, then run them through an intensive training program covering HIPAA, CMS marketing rules, your specific Medicare products, and the dialer/CRM tools they will use. Agents are tested and certified before going live.

Step 3: Calibration (First Week Live)

Agents make live calls under close QA supervision. Transfer quality, compliance adherence, and call flow timing are evaluated and calibrated. Your licensed agents provide feedback on transfer quality so we can adjust before full-scale launch.

Step 4: Full Production

The team operates at full capacity with daily reporting on transfers per hour, acceptance rates, qualification accuracy, and compliance scores. QA reviews continue throughout the campaign with weekly calibration sessions between our QA team and yours.

Built for your buyer identity

Built for the US Medicare brokerage and FMO operating buyer.

How to Get Started

For AEP 2026, contract by mid-August for an October 15 go-live. Year-round T-65 and SEP campaigns go live 7 business days after a completed kickoff at any time of year.

The AEP planning calendar drives the timeline. Three steps from first contact to live dialing:

1. Submit a quote. The contact form asks for campaign type (AEP, OEP, T-65, SEP, retention), agent count, lead source, and start date. Two minutes to complete.
2. Get a custom proposal in 24 hours. We return a staffing plan, hourly rate, projected cost per transfer, compliance review notes, and a launch timeline. AEP campaigns require a contracting decision by mid-August at the latest.
3. Go live 7 business days after a completed kickoff. HIPAA, CMS MCMG, product training, and script calibration run in parallel. Bench rehires from prior AEP campaigns go live inside the same 7-business-day clock, often faster, for established clients.

For T-65 and SEP campaigns running outside AEP, the launch window is more flexible because volume curves are smoother. Most year-round Medicare programs operate 6-15 agents continuously and ramp seasonally for peak periods.

For Florida Medicare carriers, see our Florida AEP outsourcing page. For Texas Medicare carriers, see our Texas Medicare page. For brokers and FMOs, see our Medicare Brokers and FMOs page.

Related Medicare State Services

State-specific Medicare nearshore fronter programs CFG runs for high-enrollment regions.

Medicare Arizona AEP Outsourcing

Caribbean nearshore non-licensed fronter teams pre-qualifying Arizona Medicare AEP, OEP, and T-65 leads on Mountain Time before warm transfer to your licensed agents.

Medicare New Jersey AEP Outsourcing

Eastern Time nearshore fronter teams qualifying New Jersey Medicare AEP, OEP, and T-65 leads, with CMS MCMG-compliant scripting and 10-year recording retention.

Medicare Florida AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Florida Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with bilingual Spanish-English capacity.

Medicare Texas AEP Outsourcing

Central Time nearshore fronter teams pre-qualifying Texas Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with bilingual Spanish-English capacity.

Medicare California AEP Outsourcing

Pacific Time nearshore fronter teams pre-qualifying California Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with bilingual Spanish-English capacity.

Medicare Illinois AEP Outsourcing

Central Time nearshore fronter teams pre-qualifying Illinois Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare Georgia AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Georgia Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare Ohio AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Ohio Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare Michigan AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Michigan Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare Pennsylvania AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Pennsylvania Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare Massachusetts AEP Outsourcing

Eastern Time nearshore fronter teams pre-qualifying Massachusetts Medicare AEP, OEP, and T-65 leads before warm transfer to your licensed agents, with CMS MCMG-compliant scripting.

Medicare coverage areas

Caribbean nearshore non-licensed fronters pre-qualify Medicare AEP, OEP, and T-65 leads in US time zones, then warm-transfer to your licensed agents. City pages cover local AEP volume patterns, MA penetration, and routing setups.

• Phoenix Medicare AEP fronter program
• Houston Medicare AEP pre-qualification
• Dallas Medicare AEP warm-transfer fronters
• Atlanta Medicare AEP fronter program
• Tampa Medicare AEP pre-qualification
• Orlando Medicare AEP fronter team
• Charlotte Medicare AEP qualification
• Las Vegas Medicare AEP fronter program

Compliance posture: what CFG signs, what stays with you

CFG runs Medicare programs as non-licensed fronters under the client's CMS-compliant operating framework. Below is what CFG carries, signs, and warm-transfers, so legal and compliance teams know exactly where the perimeter is.

Frequently Asked Questions