What action should you take if a beneficiary requests a discussion outside of a scheduled appointment?

When a beneficiary requests a discussion outside of a scheduled appointment, the appropriate action is to ask them to wait for the appointment. This approach maintains the integrity of the appointment structure and ensures that the discussion can be conducted in a focused and thorough manner. By waiting for the scheduled time, both the beneficiary and the representative can devote proper attention to the topics at hand without interruptions or distractions that might arise from an unscheduled conversation.

Moreover, this structured approach helps ensure compliance with regulations that govern private discussions about Medicare topics. It reinforces professionalism and allows for a more productive dialogue during the designated appointment time, where all necessary resources, materials, and focus can be effectively aligned to the beneficiary's needs.

In contrast, options that suggest providing general information or considering discussing general Medicare topics could lead to incomplete or misleading information being conveyed outside the structured environment of a scheduled meeting. Similarly, refusing to speak entirely could leave the beneficiary feeling confused or unsupported, potentially leading to frustration. Thus, asking the beneficiary to wait until the scheduled appointment respects the established protocols and helps in delivering comprehensive service.