How to submit application changes while retaining the desired NPN on the application
As of July 19, 2024, CMS is blocking agents and brokers from making changes to a consumer’s active FFM enrollment unless the agent is already associated with the consumer’s enrollment. This applies to all agent-assisted enrollment applications across all enrollment platforms.
In response, HealthSherpa has launched several updates this week to make it easier for agents to work with their consumers to submit application changes.
How to submit application changes while retaining the desired NPN on the application
To complete application changes while ensuring that the correct NPN gets associated with the re-submission, agents should take the following steps:
With the consumer’s consent, complete the updates to their application through the plan confirmation page. If you are part of an agency that uses NPN override, select the desired Override NPN on the plan confirmation page.
If you receive the CMS error message (see screen below) after submitting the application, share the resume link with your consumer by emailing it or copying the link to share it another way.
Instruct your consumer to click the resume link, perform two-factor authentication if requested, and complete the submission.
Your NPN or the Override NPN selected will be associated with the application when the consumer completes the submission.
The consumer experience when using resume links
To learn more about the consumer experience when using resume links and to get answers to frequently asked questions, please visit our help page about this CMS system change.
Support and feedback
If you have issues when calling the Marketplace Call Center, please capture the following information and send to the Marketplace help desk for Agents and Brokers at [email protected] or 1-855-CMS-1515:
Date and time of call
App ID
Consumer's state
Phone number of the person who place the call
A summary of the issue experience when calling
If you have questions about using HealthSherpa, please contact our Agent Support team at (888) 684-1373, at [email protected], or via chat from within your account.
