Agents often need to manage several different types of follow-ups to ensure their consumers effectuate. HealthSherpa allows you to view client follow-ups in one, central location - the Client follow-ups tab.
In this article we cover:
Client follow-ups tab
To view all of your client follow-ups from your dashboard, go to your Clients page and select the ‘Client follow-ups’ tab.
At the top of the tab there are callouts calculating the number of enrollments in each follow-up status. These callouts can also be used to quickly filter the list to show only clients with that status.
You may leverage dropdown filters and the available search bar should you like to review specific data. Note: The search bar allows you to search by first or last name.
Columns included in the Client follow-ups tab consist of:
Client: This is the primary applicant's name. At this time, the Client follow-ups tab does not include enrollments with multiple enrollment groups.
Follow-up status: Indicates the status of the applicant's follow-ups associated with the selected plan year. Follow-up statuses that display include:
Coverage at risk: If the client takes no action they may lose coverage for the upcoming plan year
Subsidy at risk: If the client takes no action they may lose all/part of their subsidy for the upcoming plan year
Commission at risk: Your AOR may no longer be associated with the client's application
Submission blocked: The client's enrollment has not been submitted due to CMS' Invalid Action error. The client needs to take action to complete their submission.
Unknown: It remains unclear if the client may need to submit a payment
Application missing: This application is not in your client list for this plan year. You won’t see up to date follow-ups or policy status until you search and claim it.
Follow-ups: These are the specific follow-ups that expand on the Follow-up status listed for your client. Specific follow-ups that display here are numerous and fall into the following categories:
AOR change
Documents due
Invalid Action
Marketplace notices
Payment due
Search & claim
Next deadline: The soonest deadline associated with any of the client's follow-ups
Policy status: Displays the client's policy status as returned by CMS.
HealthSherpa automatically hides any applications that have cancelled, terminated, or been archived. To unhide these policies, simply remove the automatic filters from the 'Policy status' section.
Action: Allows you to view documents already uploaded, collect new documents, or hide/unhhide the consumer from view.
The Follow-ups list is pre-sorted by the most severe follow-up status, then the next most severe, and so forth with the soonest next deadline at the top.
Exporting your contact list
You may export your client follow-ups at any time by selecting the ‘Export contacts list’ button.
The export will reflect any filters you may have in place within the tab.
Fields included in this export include consumer’s name, contact information & FFM application ID. For more information, view the export legend here.
Frequently asked questions
What is an active renewal?
An active renewal takes place when a consumer updates their Marketplace application during the annual Open Enrollment Period (OEP) and selects a new plan for the upcoming plan year. With consent, agents, brokers, and other authorized representatives may assist consumers with active renewals. Learn more about active renewals here.
What is a passive renewal?
Passive renewals are designed to ensure consumers have an opportunity to maintain uninterrupted coverage, even if they take no action during OEP. Passive renewals are designed to be a “safety net” so that consumers can maintain coverage, but it is always best practice to reach out to your client and actively renew. Learn more about passive renewals here.
Additional Resources
Have questions? Contact our Agent Support Team at (888) 684-1373 or agent_support@healthsherpa.com.