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In this article, we cover the Consumer’s experience when using a Resume Link so agents can guide Consumer's through the process.
If you'd like, you may also send a consumer-facing version of these steps to your consumers.
Consumers may be sent a Resume Link directly from HealthSherpa or they may be sent a Resume Link via email.
Consumers receiving Resume Links via email should expect an email from No_Reply@HealthSherpa.com.
Note: Agents are able to set up custom branding within the direct marketing link included with their HealthSherpa for Agents account. Agents who share the Resume Link directly from HealthSherpa can expect their customizations to apply to the resume email consumers receive.
When a consumer selects an agent’s Resume Link, the consumer will be prompted to create an account or sign in.
Per CMS regulations, if they haven’t already done so, Consumers will need to verify their identity to access their account. First, the consumer will need to enter their personal information. Note: among other details, consumers should be prepared to enter their full SSN, personal address, and phone number when identity proofing.
The information provided by the consumer is validated against the primary contact’s information on the existing application.
The Primary contact on a consumer's subsidy application is typically the primary tax-filer for the household or spouse of the primary tax-filer (if married and filing jointly). If the Primary contact is applying for coverage, the Primary contact is also the Primary applicant.
Note: Child-only applications are possible within HealthSherpa for Agents, but children cannot be listed as the primary contact on an application. The primary contact listed on a child-only application is typically the person claiming the child within their tax household or the child’s guardian.
Be sure the consumer enter's the Primary contact's information on this page. If the Primary contact's information is not used correctly, an error message like this may appear:
Once the consumer has successfully verified their personal information, questions will populate based on the consumer’s personal credit history through CMS' partner, Experian. Note: Exact questions may vary as these questions are pulled from the primary contact’s personal information.
Upon successful ID proofing, the customer will be given the option to create an account.
The primary contact will have ongoing access to the account they create. Once identity proofing takes place within a consumer's account, the consumer will not be prompted to identity proof their account again unless they need to reset their password.
After successful account creation, the Primary contact will be granted access to their application.
The consumer can leverage the navigation panel on the left side of the page or the various ‘edit’ buttons to visit any page of the eligibility application, and edit or update anything they’d like.
Consumers are required to complete all pages listed within the ‘Finalize’ section and agree to all standard legal agreements related to tax filing in order to submit their application.
Once the consumer validates their information is accurate within the 'Review' page, they may select the “Continue” button to proceed.
Next, the consumer will review the agreements listed within the 'agreements' page, select their response, then choose the “Continue” button to proceed.
Consumers will then review all items listed within the 'tax attestation' page, select their response, then choose the “Continue” button to proceed.
Lastly, the consumer will review and complete the 'sign and submit' page then choose the “Continue” button to submit their application.
Once a consumer's application has been submitted, they will be able to review their final eligibility results.
The consumer will need to select the “Download Eligibility Letter” button within the eligibility results page in order to proceed to plan review. The consumer will also be able to access their eligibility letter from the ‘Marketplace Notices’ section of their Consumer Dashboard after their application has been submitted.
After selecting the “Review plan” button, the consumer will land on the plan confirmation page.
From the plan confirmation page, the consumer can:
Review the final premium amount: The final premium amount is displayed within the plan confirmation page.
Adjust the amount of subsidy dollars they’d like to use monthly: Estimated savings, or advance premium tax credit (APTC), refers to the amount a customer may be able to have applied to their monthly health insurance premium. Consumers are not required to use all APTC dollars they are eligible to receive. By deselecting the checkbox within the ‘Savings’ section, the consumer will be granted the ability to key in the exact dollar amount they’d like to use monthly.
Edit their subsidy application: Selecting the “Edit application” button will return the consumer to their subsidy eligibility application where they may continue making edits.
Adjust their plan selection: Selecting the “Change plans” button will allow the consumer to access the plan shopping page where they can view all available plans and select their desired coverage.
Finalize their re-submission: By selecting the “Enroll in this plan” button, the client will finalize their re-submission.
After the application is submitted, the consumer will be prompted to go to their Consumer Dashboard.
From the Consumer Dashboard, consumers can review Marketplace notices, edit their application, upload follow-up documents, and more. Learn more about the Consumer Dashboard here. Consumers may sign back into their Consumer Dashboard at any time by visiting HealthSherpa.com and entering their login information or by re-opening their Resume Link.
Frequently asked questions
Do Resume Links expire?
No. The Resume Link does not expire.
What if my consumer cannot complete the new verification steps?
If verification or ID-proofing is not successful, call the Marketplace Call Center at 1-855-788-6275 with the consumer on the line for a 3-way call and ask a representative to update the consumer’s coverage.
Is the primary contact the only person able to approve updates to an existing application?
Yes. Only the primary contact may approve updates to an existing application.
Is the primary contact the same as the primary applicant?
Sometimes. The Primary contact on a consumer's subsidy application is typically the primary tax-filer for the household or spouse of the primary tax-filer (if married and filing jointly). If the Primary contact is applying for coverage, the Primary contact is also the Primary applicant.
The primary contact listed on a child-only application is typically the person claiming the child within their tax household or the child’s guardian. This is because children cannot be listed as the primary contact on an application.
Can a primary contact access their Consumer Dashboard again after they’ve submitted their application?
Yes. The primary contact will have ongoing access to the account they create. Consumers may sign back into their Consumer Dashboard at any time by visiting HealthSherpa.com and entering their login information or by re-opening their Resume Link. Learn more about the Consumer Dashboard here.
Does my consumer need to complete identity verification each time they log into their Consumer Dashboard?
No. Once identity proofing takes place within a consumer's account, the consumer will not be prompted to identity proof their account again unless they need to reset their password.
Why do consumers have to create an account?
CMS regulations include consumer identify verification and that consumers create a proper account on that EDE platform.
How do I explain who HealthSherpa is to my consumer?
Consider an answer like:
HealthSherpa is a website I use to help my clients find affordable health coverage through HealthCare.gov. They're really secure and work to protect customers against fraud, so they require you to log in and verify the choices and changes we've made together. The cool thing is, by creating an account, you'll not only be able to view your proposed application updates, but you'll also be able to view your plan information, make your first premium payment, access any notices sent from HC.gov during the year, and even view the 1095-A form that you'll need once it's tax time!
Additional Resources
If you are having any technical issues using HealthSherpa, please contact our Agent Support team at (888) 684-1373, at agent_support@healthsherpa.com, or via chat from within your account.