Plan Year 2021 Health Insurance Marketplace Registration And Training .
Plan Year 2021 Health Insurance Marketplace Registration and Training for Returning Agents and BrokersAugust 2020Centers for Medicare & MedicaidServices (CMS)Center for Consumer Information& Insurance Oversight (CCIIO)1
DisclaimerThe information provided in this presentation is intended only as a general, informalsummary of technical legal standards. It is not intended to take the place of thestatutes, regulations, and formal policy guidance that it is based upon. Thispresentation summarizes current policy and operations as of the date it waspresented. Links to certain source documents have been provided for your reference.We encourage audience members to refer to the applicable statutes, regulations, andother interpretive materials for complete and current information about therequirements that apply to them.This document generally is not intended for use in the State-based Marketplaces thatdo not use HealthCare.gov for eligibility and enrollment. Please review the guidanceon our Agents and Brokers Resources webpage (http://go.cms.gov/CCIIOAB) andMarketplace.CMS.gov to learn more.Unless indicated otherwise, the general references to “Marketplace” in the presentationonly includes Federally-facilitated Marketplaces (FFMs) and State-based Marketplaceson the Federal Platform.This communication was printed, published, or produced and disseminated at U.S.taxpayer expense.2
Intended Audience The intended audience for this presentation is agents and brokers whosuccessfully completed plan year 2020 Marketplace registration and trainingand are returning for plan year 2021. They are required to execute theapplicable Marketplace Agreements. Agents and brokers who participated in a previous plan year, but did NOTcomplete plan year 2020 Marketplace registration and training are not eligiblefor “What's New for Returning Agents and Brokers” training and mustcomplete the full Individual Marketplace training for plan year 2021.3
Agenda Changes and Reminders for Plan Year 2021Marketplace Registration and Training ProcessHelp Desk and Call Center SupportAgent and Broker Resources4
Plan Year 2021 Health Insurance Marketplace Registration and Training for Returning Agents and BrokersChanges andReminders for PlanYear 20215
System Enhancements and Remindersfor Plan Year 2021Marketplace Training for Agentsand Brokers Now Includes Audio. The audio will automaticallybegin to play when the training islaunched.You can select the Play/Pauseicon at any time to pause theaudio or use the Mute icon tosilence the audio. An accessible version of the audiois available by selecting theTranscript icon. Adjust the volume settings on your speakers or headset as needed.6
System Enhancements and Remindersfor Plan Year 2021 (Continued)Marketplace Learning Management System (MLMS) Profile List of “Spoken Languages”‐ You can select from a list of languages that you speak and are proficientenough in to assist consumers with enrollments.‐ This information may be shared and displayed on Find Local Help andHelp On Demand.Address field to capture your mailing address for official correspondencefrom the Centers for Medicare & Medicaid Services (CMS), and a check boxto indicate if it is the same as your physical address*Real-time National Producer Number (NPN) validation to allow you toquickly correct any errors identified during the validation process– In some cases, you may be required to update your Social Security number inyour Portal profile.*Mailing addresses are for official correspondence between you and the Marketplace and will not bedisplayed on Find Local Help.7
System Enhancements and Remindersfor Plan Year 2021 (Continued)National Producer Number Validation CMS validates your NPN against data stored in the National InsuranceProducer Registry (NIPR) Public Database.‐ Results of this NIPR NPN validation appear on the public Agent andBroker Federally-facilitated Marketplace Registration Completion List(RCL).‐ The RCL is updated daily. NPN validation occurs during the annual registration process in the MLMSand is only applicable to the current plan year. To be validated, you must:‐ Have a valid state license;‐ Have a health-related line of authority (LOA) (additional informationcan be found here); and‐ Have an active status for your health-related LOA.8
System Enhancements and Remindersfor Plan Year 2021 (Continued)Department of Health & Human Services (HHS)-approved VendorTraining Curriculum In addition to the MLMS, one vendor, America’s Health Insurance Plans(AHIP) is approved to offer Marketplace training for plan year 2021. Marketplace training for plan year 2021 will be available for free via theMLMS.9
Policy Changes for Plan Year 2021As part of the Marketplace Training for Returning Agents and Brokers, you will learn about keypolicy changes impacting the Health Insurance Marketplace .Annual Cost-sharing Limits for 2021 The maximum annual out-of-pocket limitation on cost sharing has increasedto 8,550 for an individual and 17,100 for a family.Periodic Data Matching (PDM): Terminating Coverage for Dually EnrolledConsumers Where an enrollee provides consent for the Marketplace to end coverage if itfinds the enrollee to be dually enrolled in other qualifying coverage via PDM,the Marketplace is not required to redetermine the enrollee’s eligibility foradvance payments of the premium tax credit (APTC) and cost-sharingreductions, and may discontinue that enrollee’s coverage.10
Policy Changes for Plan Year 2021 (Continued)As part of the Marketplace Training for Returning Agents and Brokers, you will learn about keypolicy changes impacting the Health Insurance Marketplace .“Public Charge” Status New regulations outline how applications for admission to the United Statesor applications for adjustment to immigration status will be denied becausethe applicant is likely to become a “public charge.” Use of public benefits could be considered a negative factor in a public chargeinadmissibility determination. This means it could affect a consumer’schances of admission or adjustment of status. The following are NOT considered to be a public benefit under the publiccharge rule:– Enrollment in a Marketplace plan (with or without the premium taxcredit)– For children under age 21 and pregnant women, enrollment in Medicaidor the Children’s Health Insurance Program However, for some foreign national adults, enrollment in Medicaid may beconsidered a negative factor in a public charge inadmissibility determination.11
Policy Changes for Plan Year 2021 (Continued)As part of the Marketplace Training for Returning Agents and Brokers, you will learn about keypolicy changes impacting the Health Insurance Marketplace .Individual Coverage Health Reimbursement Arrangements (HRAs) As of January 1, 2020, employers can offer employees an individual coverage HRA ,which is an HRA that is integrated with individual market coverage or Medicare, instead ofoffering a traditional group health plan to provide reimbursements for medical careexpenses, like premiums and cost-sharing for individual health insurance coverage or forMedicare (as applicable). An individual coverage HRA offer can impact a consumer’s eligibility for the premium taxcredit for Marketplace coverage. Consumers with an individual coverage HRA offer shouldcomplete a worksheet at et.pdf tofind out if their individual coverage HRA is or is not considered affordable, whichdetermines whether a premium tax credit is allowed. Employees and their dependents may qualify for a Marketplace special enrollment periodto enroll in individual coverage when they receive a new individual coverage HRA offer. For additional information on individual coverage HRAs, go to:– HealthCare.gov: https://healthcare.gov/ichra/, or– The HRA webpage: s/HealthReimbursement-Arrangements.html.12
Policy Changes for Plan Year 2021 (Continued)As part of the Marketplace Training for Returning Agents and Brokers, you will learn about keypolicy changes impacting the Health Insurance Marketplace .New Functions of the Enhanced Direct Enrollment (EDE) Pathway:Premium Payment, Coverage Terminations, and Renewal Opt-Out All issuers and web-brokers that offer the EDE Pathway now includepayment functionality that allows the consumer to make the initialpremium payment directly, or that allows the consumer to redirect to theapplicable issuer website for the initial premium payment, when eligible. They are also required to offer coverage cancellation and terminationfunctionality on their websites. Furthermore, they are required to offer functionality that allows aconsumer to opt out of the automatic renewal of coverage for the nextplan year.13
Plan Year 2021 Health Insurance Marketplace Registration and Training for Returning Agents and BrokersPlan Year 2021MarketplaceRegistration andTraining Process
Registration and Training ForReturning Agents and BrokersTo participate in the Marketplace for plan year 2021, you must completethe following actions:1. Update your agent/broker profile on the MLMS via the CMS EnterprisePortal.2. Complete Marketplace training on the MLMS or through an HHSapproved vendor via the CMS Enterprise Portal.3. Read and accept the applicable Marketplace Agreement(s) on theMLMS.4. Confirm completion of all registration steps by logging back in to the“Agent/Broker Registration Status” page on the CMS Enterprise Portaland printing your completion certificate.For a printable tip sheet with information on these steps, please see the Returning Agents’ and Brokers’Guide to Plan Year 2021 Marketplace Registration and Training resource on the Agents and BrokersResources Plan Year 2021 Registration and Training webpage.15
Step 1: Returning Agent or BrokerUpdates MLMS Profile Registration for plan year 2021 is available through the CMS Enterprise Portal. As a returning agent or broker, you mustlog in and update your profile on theMLMS.– Because you have participated in aprevious plan year, you already havea CMS Enterprise Portal accountand should not create a new one.– If you do not remember your FFMUser ID and password, see the“Avoiding the Creation of aDuplicate CMS Enterprise PortalAccount” resource on the Agentsand Brokers Resources webpage.Remember! You must log in to the CMS Enterprise Portal and change yourpassword every 180 days to maintain system access.16
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued) To update your MLMS profile and access both the CMS-developed trainingand training offered through the HHS-approved vendor, select the “CompleteAgent Broker Training” link on the “Agent Broker Registration Status” page.Plan Year 2021 You may also navigate to your MLMS profile from the “MLMS Landing Page”using the “My Profile” hyperlink.17
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued) To access your MLMS profile and CMS-developed training, select the“Access Training” link next to the “Marketplace Learning ManagementSystem (CMS)” option on the “Agent/Broker Training Options” page.This is also the page where you may access training via the HHSapproved vendor, AHIP.Plan Year 2021 Agent/Broker Training OptionsAgents and brokers have new options to complete Individual Marketplace and/or SHOP training for the 2021 plan year. These include a third-partyvendor. Third-party vendor training may be approved for continuing education units (CEUs). Select “Learn More” next to each vendor’s listing toobtain information about pricing and CEUs. Please contact the vendor for more information, or if you are having difficulty accessing the vendor’s site.CMS continues to offer training at no charge through its Marketplace Learning Management System (MLMS), but no CEUs are available through theMLMS.o America’s Health Insurance PlansLearn Moreo Marketplace Learning Management System (CMS)Access TrainingAccess TrainingMLMSHelpDesk@c ms.hhs.govReturn to Agent Broker Registration Status Page18
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued)The MLMS profile page will appear in a separate window for you toupdate your profile information.19
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued)You will need to select one role from four options. Then, your appropriaterole will show or hide the corresponding profile fields.20
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued)The information you use to complete your MLMS profile will be used topopulate Find Local Help at HealthCare.gov and Help On Demand soconsumers, small employers, and small business employees can find youfor assistance.*and Help On Demand***Find Local Help is also available in Spanish.** Help On Demand is a consumer assistance referral system that connects individuals onHealthCare.gov with Marketplace-registered, licensed agents and brokers in their area who canprovide immediate assistance with Marketplace plan selection and enrollment.21
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued) If you also act as the authorized representative* for a web-broker orother business entity, you can add the web-broker’s or business entity’sNPN by selecting the appropriate “ ” link at the bottom of the profilepage.You can list up to three NPNs in your MLMS profile.*It is recommended that the agency designate only one user to act as the authorizedrepresentative for the business or web-broker entity for MLMS training completion.22
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued) Enter the information for the web-broker or business entity with whichyou are affiliated.If you list the web-broker’s or other business entity’s NPN, once youhave completed registration, the registration for the additional NPNsyou listed will also be complete.23
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued)Once you have entered all your profile information, select “Save/Update”and then select “Next.”24
Step 1: Returning Agent or BrokerUpdates MLMS Profile (Continued)You must enter a correct NPN in your MLMS profile to receive credit forcompleting Marketplace registration. The NPN can be up to 10 digits long and must not begin with a zero. The NPN must not include any special characters or letters. The NPN is not the same as your state license number. Be sure to useyour NPN, not a state license number. To update the NPN, you can select the “Complete Agent BrokerTraining” hyperlink and update the information in your MLMS profile. Agent and broker NPNs can be found atwww.nipr.com/PacNpnSearch.htm.Be sure to confirm your NPN is correct in your MLMS profile.Entering an inaccurate NPN could result in denial of compensation/credit by an issuer.25
Registration and Training ForReturning Agents and BrokersTo participate in the Marketplace for plan year 2021, you must completethe following actions:1. Update your agent/broker profile on the MLMS via the CMS EnterprisePortal.2. Complete Marketplace training on the MLMS or through an HHSapproved vendor via the CMS Enterprise Portal.3. Read and accept the applicable Marketplace Agreement(s) on theMLMS.4. Confirm completion of all registration steps by logging back in to the“Agent/Broker Registration Status” page on the CMS Enterprise Portaland printing your completion certificate.For a printable tip sheet with information on these steps, please see the Returning Agents’ and Brokers’Guide to Plan Year 2021 Marketplace Registration and Training resource on the Agents and BrokersResources Plan Year 2021 Registration and Training webpage.26
Step 2: Returning Agent or BrokerCompletes Training Returning IndividualMarketplace agents and brokersare eligible to take a condensedtraining (Marketplace Trainingfor Returning Agents andBrokers) to complete theIndividual Marketplace trainingrequirement.*The required portion ofMarketplace Trainingfor Returning Agents and Brokers takes approximately one hour to complete.Returning agents and brokers will be automatically enrolled in MarketplaceTraining for Returning Agents and Brokers, but can enroll in additional curricula,such as Small Business Health Options Program (SHOP) training or the fullIndividual Marketplace training, as desired.* Training is only required for participation in the Individual Marketplace. If youparticipate in the SHOP you are encouraged, but not required, to take SHOP training.27
Step 2: Returning Agent or BrokerCompletes Training (Continued)The curriculum for the Marketplace Training for Returning Agents andBrokers consists of two required training modules, one required exam, andthree optional review modules.RequiredOptional Introduction to MarketplaceTraining for Returning Agents andBrokers What’s New for Returning Agentsand Brokers Returning Agents and BrokersWhat’s New Exam* Basics Review for ReturningAgents and Brokers Individual Marketplace Review forReturning Agents and Brokers Privacy and Security Review forReturning Agents and Brokers* You must obtain a score of 70% or higher to pass the exam. If you do not pass, you can re-take the exam.28
Step 2: Returning Agent or BrokerCompletes Training (Continued) To ensure you are eligible forMarketplace Training for ReturningAgents and Brokers, confirm thatyour NPN appears on the Agent andBroker FFM RegistrationCompletion List for plan year 2020.If you believe you completed theplan year 2020 registration andtraining process, but do not findyour name on the RCL, send anemail to FFMProducerAssisterHelpDesk@cms.hhs.gov foradditional assistance.29
Step 2: Returning Agent or BrokerCompletes Training (Continued)You have two options for training via the CMS Enterprise Portal: CMS-developed training through the MLMS (Individual Marketplace and SHOP) Training offered through the HHS-approved vendor, AHIP (Individual Marketplace only*)Plan Year 2021 Agent/Broker Training OptionsAgents and brokers have new options to complete Individual Marketplace and/or SHOP training for the 2021 plan year. These include a third-partyvendor. Third-party vendor training may be approved for continuing education units (CEUs). Select “Learn More” next to each vendor’s listing toobtain information about pricing and CEUs. Please contact the vendor for more information, or if you are having difficulty accessing the vendor’s site.CMS continues to offer training at no charge through its Marketplace Learning Management System (MLMS), but no CEUs are available through theMLMS.o America’s Health Insurance PlansLearn Moreo Marketplace Learning Management System (CMS)Access TrainingAccess TrainingMLMSHelpDesk@c ms.hhs.govReturn to Agent Broker Registration Status Page*Note: The SHOP curriculum is not available through the HHS-approved vendor.*CMS recommends that agents and brokers who choose to take training via the HHSapproved vendor complete training prior to completing their MLMS profile information.30
Step 2: Returning Agent or BrokerCompletes Training (Continued) In addition to the CMS-developed training onthe MLMS, which does not offer continuingeducation units (CEUs), AHIP is approved tooffer Marketplace training for plan year 2021.* AHIP is required to offer CEUs in a minimum offive states where the Marketplace operates (45CFR § 155.222).– You can use these CEUs to meet statelicensure requirements for continuingeducation.– For more information on individual state CEU requirements, check withyour state’s Department of Insurance.– The list of states where AHIP offers CEUs is available on the CMS EnterprisePortal “Agent/Broker Training Options” page by selecting AHIP’s “LearnMore” link.*Note: The SHOP curriculum is not available through the HHS-approved vendor.31
Step 2: Returning Agent or BrokerCompletes Training (Continued) AHIP charges a fee to takeits training. Fees for plan year 2021 willrange from 20- 100depending on thecurriculum completed,and CEUs are available foran additional fee.Completing Marketplace training through the HHS-approved vendor still requires you toexecute the applicable Agreement(s) on the MLMS prior to assisting consumers seeking toenroll in coverage through the Marketplace.32
Step 2: Returning Agent or BrokerCompletes Training (Continued) If you chose to complete training through the HHS-approved vendor, AHIP, youmust access AHIP’s training via the CMS Enterprise Portal. You cannot godirectly to AHIP’s website to access the training content. Select the “Access Training” link for AHIP, and the CMS Enterprise Portal willredirect you to the AHIP website.Plan Year 2021 Agent/Broker Training OptionsAgents and brokers have new options to complete Individual Marketplace and/or SHOP training for the 2021 plan year. These include a third-partyvendor. Third-party vendor training may be approved for continuing education units (CEUs). Select “Learn More” next to each vendor’s listing toobtain information about pricing and CEUs. Please contact the vendor for more information, or if you are having difficulty accessing the vendor’s site.CMS continues to offer training at no charge through its Marketplace Learning Management System (MLMS), but no CEUs are available through theMLMS.o America’s Health Insurance PlansLearn Moreo Marketplace Learning Management System (CMS)Access TrainingAccess TrainingMLMSHelpDesk@c ms.hhs.govReturn to Agent Broker Registration Status Page33
Step 2: Returning Agent or BrokerCompletes Training (Continued)Once you complete training through the HHS-approved vendor, you will bedirected to log back in to the CMS Enterprise Portal to completeregistration, including signing the applicable Marketplace Agreement(s) onthe MLMS (Step 3).vendorsupport@vendorsupport.org.Remember! You cannot enroll consumers in Marketplace coverage or becompensated for your work until you return to the MLMS and complete all of thesteps in the registration process.34
Registration and Training ForReturning Agents and BrokersTo participate in the Marketplace for plan year 2021, you must completethe following actions:1. Update your agent/broker profile on the MLMS via the CMS EnterprisePortal.2. Complete Marketplace training on the MLMS or through an HHSapproved vendor via the CMS Enterprise Portal.3. Read and accept the applicable Marketplace Agreement(s) on theMLMS.4. Confirm completion of all registration steps by logging back in to the“Agent/Broker Registration Status” page on the CMS Enterprise Portaland printing your completion certificate.For a printable tip sheet with information on these steps, please see the Returning Agents’ and Brokers’Guide to Plan Year 2021 Marketplace Registration and Training resource on the Agents and BrokersResources Plan Year 2021 Registration and Training webpage.35
Step 3: Returning Agent or Broker ExecutesAgreement(s) with CMS You must execute the Agreement(s)associated with the Marketplace(s)you are participating in:– Individual Marketplace GeneralAgreement– Individual Marketplace Privacyand Security Agreement – SHOP Privacy and SecurityAgreementYou must update your MLMS profileinformation and complete therequired training and exams beforeyou can sign the Agreement(s).36
Registration and Training ForReturning Agents and BrokersTo participate in the Marketplace for plan year 2021, you must completethe following actions:1. Update your agent/broker profile on the MLMS via the CMS EnterprisePortal.2. Complete Marketplace training on the MLMS or through an HHSapproved vendor via the CMS Enterprise Portal.3. Read and accept the applicable Marketplace Agreement(s) on theMLMS.4. Confirm completion of all registration steps by logging back in to the“Agent/Broker Registration Status” page on the CMS Enterprise Portaland printing your completion certificate.For a printable tip sheet with information on these steps, please see the Returning Agents’ and Brokers’Guide to Plan Year 2021 Marketplace Registration and Training resource on the Agents and BrokersResources Plan Year 2021 Registration and Training webpage.37
Step 4: Returning Agent or Broker Confirms Completionon the Agent/Broker Registration Status Page After you have executed the Agreement(s), you will be redirected back to the“Agent Broker Registration Status” page on the CMS Enterprise Portal.– To ensure the system completes the update of your records, wait for the progress barto complete to 100 percent before logging out of the system. Once you have been redirected, you should review the “Agent BrokerRegistration Status” page to confirm you have completed all registration steps.Plan Year 202138
Step 4: Returning Agent or Broker Confirms Completionon the Agent/Broker Registration Status Page(Continued) You will be redirected to theMLMS Landing Page, where youcan select the “Print yourRegistration CompletionCertificate” link.Your Registration CompletionCertificate will include:Individual MarketplaceRegistration status for plan year 2021Completed on 9/1/2020– Your name– Your NPN(s)– The market segment(s) for thecertificate– The plan year for the certificate– The date you completed FFM registrationThe issuer(s) that you are affiliated with may request to view your Registration CompletionCertificate(s). However, issuers are instructed to review the Agent and Broker FFMRegistration Completion List to confirm the registration status of agents and brokers.39
Step 4: Returning Agent or Broker Confirms Completionon the Agent/Broker Registration Status Page(Continued) You should also confirm that yourinformation appears on the RCL.Your information may take one totwo business days to appear on theRCL after completing all registrationand training steps. It may take up tothree business days to appear onFind Local Help.If your NPN does not appear forplan year 2021, go to the MarketplaceRegistration Tracker to check yourMarketplace registration status.‐ Enter your NPN and ZIP code.‐ Information is updated once daily by 5:00 PM ET. If you still need assistance, send an email to: FFMProducerAssisterHelpDesk@cms.hhs.gov.40
Plan Year 2021 Health Insurance Marketplace Registration and Training for Returning Agents and BrokersHelp Desk and CallCenter Support
Agent/Broker MarketplaceHelp Desks and Call CentersNamePhone # and/orEmail AddressTypes of Inquiries HandledHours(ClosedHolidays)Agent/BrokerEmail Help DeskFFMProducerAssisterHelpDesk@cms.hhs.gov General enrollment and compensation questions Manual identity proofing/Experian issues Escalated registration and training questions (not related to aspecific training platform) Agent/Broker Registration Completion List issues Find Local Help listing issues Help On Demand participation instructions or questions Report concerns that a consumer or another agent or broker hasengaged in fraud or abusive conductMonday-Friday8:00 AM 6:00PM ETMarketplaceService Desk855-CMS-1515855-267-1515CMS FEPS@cms.hhs.gov CMS Enterprise Portal password resets and account lockouts Other CMS Enterprise Portal account issues or error messages General registration and training questions (not related to aspecific training platform) Login issues on the Classic Direct Enrollment agent/broker landingpage Technical or system-specific issues related to the MarketplaceLearning Management System (MLMS) User-specific questions about maneuvering in the MLMS site, oraccessing training and examsMonday-Friday8:00 AM 8:00PM ETMarketplace CallCenter Agent/Broker PartnerLine855-788-6275Note: Enter your NPNto access this line.TTY users 1-855-8894325Specific consumer application questions related to: Password reset for a consumer HealthCare.gov account, Special enrollment period not available on the consumerapplication, or Consumer specific eligibility and enrollment questionsMondaySunday24 hours/day42
Agent/Broker MarketplaceHelp Desks and Call Centers (Continued)Help Desk NamePhone # and/orEmail AddressTypes of Inquiries HandledHours of Operation(Closed Holidays)Agent/BrokerTraining andRegistration EmailHelp DeskMLMSHelpDesk@cms.hhs.gov Technical or system-specific issues related tothe MLMS User-specific questions about maneuvering inthe MLMS site, or accessing training and examsMonday-Friday9:00 AM 5:30 PM ETSHOP Call Center800-706-7893 Inquiries related to SHOP eligibilitydeterminations on HealthCare.gov Contact the insurance company for mostquestions about SHOP plans, such asapplications, enrollment, renewal, or changingor updating coverage.Monday-Sunday24 hours/dayMarketplace AppealsCenter1-855-231-1751TTY users 1-855-7392231 Status of a Marketplace eligibility appeal How to appoint an Authorized Representativeto request Marketplace eligibility appeal on aconsumer’s behalfMonday-Friday7:00 AM 8:30 PM ETAmerica’s HealthInsurance Plans(AHIP) TrainingHelp Desksupport@ahipinsuranceeducation.org Monday-Friday8:00 AM-7:00 PM ET800-509-4422All inquiries specifically related to the AHIPagent/broker training platformSaturday8:30 AM-5:00 PM ET43
Support Available for Complex Consumer Cases Consumer-specific complex cases are cases where a consumer has submitted an eligibilityapplication and/or enrollment for coverage and requires assistance in making a change.In this situation, you must first attempt to resolve the case by contacting the MarketplaceConsumer Call Center or the applicable Enhanced Direct Enrollment (EDE) partner.If you are unsuccessful in resolving the case with the Call Center or EDE partner and stillrequire assistance, contact the FFM Agent/Broker Email Help Desk (FFMProducerAssisterHelpDesk@cms.hhs.gov) and provide the following information:– Full name, email address, and phone number of the agent or broker assisting theconsumer– The consumer’s Marketplace application ID– The state in which the consumer resides– Summary of the case and what you are requesting– Whether the case is medically urgent (and if so, when a response is needed)– Indicate that you have
The intended audience for this presentation is agents and brokers who successfully completed plan year 2020 Marketplace registration and training and are returning for plan year 2021. They are required to execute the applicable Marketplace Agreements. Agents and brokers who participated in a previous plan year, but did NOT
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