More flexibility for Agencies through NPN Overrides
Earlier this SEP, our team rolled out a new feature to let you see whether or not you are the Agent of Record (AOR) for your clients. We are continuing to build the HealthSherpa Agent Account into an ACA enrollment tool that enables your business.
Today, we’re excited to announce a new feature for Agencies: NPN Overrides
Who should use NPN Overrides?
This new feature is for Agencies that have their direct downline write with a principal NPN. It is a good fit for call centers staffed by licensed, seasonal agents who have a HealthSherpa account linked to the Agency.
NPN overrides are not a workaround for unlicensed individuals or ‘fronters’ to enroll on HealthSherpa. All HealthSherpa account holders need to be licensed agents
How do NPN overrides work?
If you are an Agency Admin, you have the option to give your immediate downline agents the ability to apply pre-defined NPN(s) to their applications.
NPN Overrides will only work with ACA agents in your immediate downline, and they must be using Enhanced Direct Enrollment (EDE). Here are some resources for agents that already have a HealthSherpa account and need to join your downline, and directions on how to turn on EDE.
How do I set up NPN overrides?
First, the Agency Admin will need to go into their ‘Agency’ tab. In ‘Your Agents’ table, there is a new column called ‘Override NPN’.
To give a downline agent the ability to write under your NPN, you will need to click the checkbox. If you uncheck a box, the agent will no longer have the ability to use your NPN.
How do my downline agents use the NPN Override?
After the ‘Override NPN’ checkbox has been clicked by the Agency Admin, the Override Agent will see a new dropdown at the end of every application.
Going forward, your agent will always see this plan confirmation page, and it will include a dropdown to choose which NPN to use for the application. These override clients will still show up in the writing agent’s client tab.
How do I use the NPN Override feature to restrict downline agents to using only the Override NPN?
By default, when selections are made in the NPN Override column, agents have the ability to write under the selected Override NPNs, as well as their own. If an agency admin is interested in restricting the downline agent from writing with the agent’s own NPN, but exclusively with Override NPNs, then they need to make an additional selection in the Settings tab. There is a selection “Allow agents to override their NPN for applications” for which they should select NO. Setting this to NO will prevent downline agents from being able to write with their own NPNs. Downline agents will only be presented with NPNs that the agency admin has selected.
How does NPN Overrides work with referrals?
After you set Override NPNs, agents will still be able to refer applications as they normally would, but with the added option to select one of your Override NPNs rather than referring.
When an agent selects an Override NPN, it always means that the application will not be counted as a referral.
NPN Override FAQ
How can I reconcile and confirm that the correct NPN was used?
- In the export report, the agent name and NPN will display next to the respective application. This is based on the NPN at the time of submission. It does not reflect the AOR data on the client profile which is more up-to-date.
How does double redirect work with NPN override?
- When agents are returned to HealthSherpa after they complete the app on healthcare.gov, they will be prompted to select the NPN. That will take precedence over any prior NPN entered, even on the healthcare.gov site.
Can agents quote and enroll in states that they are not licensed in? What if the principal NPN is licensed in many states, and the agents are only licensed in a portion of those?
- If a writing agent (the one helping the client through their HealthSherpa agent account) is not licensed in a particular state, they will only be able to quote. The agent will not be able to complete the application for the client even if the principal NPN is licensed in that state.
How do I migrate to NPN override if my call center currently uses a unique, agent specific FFM but a principal NPN in each account?
- Each agent account should be updated with the writing agent’s FFM username and NPN. Once the NPN is reset, the agent will need to enable Enhanced Direct Enrollment (EDE) again. Your agents can find directions for turning on EDE here.
- Once the account is EDE enabled, applications written before the NPN update will continue to be serviced via EDE sync.
If a client self-enrolls, will the agent or the principal NPN be applied?
- Clients who self-enroll through a direct link will be written under the NPN associated with the account. If you use a principal NPN model, then downline agents should send clients the direct link to the principal’s account, and shouldn’t use the direct link from their own account.
- Any direct links that have been shared in the past from downline agent accounts will be written with the NPNs associated with the downline agent account, not the principal NPN.