Montana SHIP Program Innovative Medicare Education and Training

The Montana SHIP program was interested in expanding methods of training their counselors. Montana recognized that some counselors can be overwhelmed at the thought of educating and counseling beneficiaries on the intricacies of Medicare Advantage (MA) plans. As part of a two-year Collaborative State Project (CSP), HAP worked with the Montana SHIP to build their capacity and confidence to provide Medicare Advantage counseling services by designing and implementing a comprehensive MA training program that combines interactive, internet-based learning methods with face-to-face training and self-directed study. Together, HAP and the Montana SHIP developed a set of innovative tools that deliver information in a variety of ways and build knowledge, skills, and counselor confidence.

• Get Your Feet Wet — This tool for new counselors, provides an overview of SHIP and the Medicare program. While SHIPs can share this packet of information during an initial training to provide a foundation, they also can use it as a tool to give prospective volunteers details about the SHIP volunteer experience. By providing Get Your Feet Wet before an initial training, some may decide that SHIP is not the right volunteer opportunity for them before attending a training — saving your program both time and resources!
• Make More of Your Mileage: Medicare Advantage Counseling Scenarios — This audio training allows counselors in Montana to make the most of their windshield time. It includes two counseling scenarios, follow-up questions, and counseling tips. The audio training, relevant in all areas of the country, can be used by an individual as a self-study tool or in group setting that allows for role-play and discussion. Download the audio training scenarios to get started.
• Medicare Advantage Overview — This slideshow (which includes speaker notes) provides a comprehensive overview of the MA program including types of plans, eligibility and enrollment, costs, marketing, and grievances and appeals, as well as counseling activities for training participants.
• Mining the Manuals: Build Your Skills to Find Answers — This slideshow is designed to build counseling skills, including issue spotting and researching answers, so that counselors are empowered and equipped to provide timely and accurate information. It includes a step-by-step process and group activities that allow participants to practice their skills.
• Medicare Advantage Manual — This training manual provides an introduction to the MA program, including eligibility, enrollment, coverage and cost issues. It includes counseling tips, referred to as SHIP Tips, counseling scenarios or examples, and references to additional resources. The manual can be used as a self-study tool and also as a reference guide during or after a counseling session.
• Medicare Advantage Review — This review can be used to gain a better understanding of a counselor's knowledge of the MA program. Used alone or as part of a comprehensive certification program, this review can build counselor confidence while also identifying areas where additional training is needed.

Make More of Your Mileage:
Medicare Advantage Counseling Scenarios

	Scenario One Part One
	Scenario One Part Two
	Scenario Two Part One
	Scenario Two Part Two
	Note: To save the file to your computer, right click on the link and select "Save Target As..."

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