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The Consent page allows agents to manage consent documentation in one central place.
In this article we’ll cover:
The Consent page is not available within HealthSherpa Enrollee Assistance Full-Service account types.
Consent page at a glance
The Centers for Medicare & Medicaid Services (CMS) requires agents to document that they have consent from Affordable Care Act (ACA) consumers when providing assistance. Review Consent overview to learn more about these requirements.
The Consent page lets agents manage all existing consent records, for any consumer. Agents can also upload new or updated consent, and collect Consumer Consent early using the Consent page.
Agents can save consent documentation from the Consent page, including Consumer Consent collected early, to the consumer’s record during the enrollment submission journey.
Consent Library
The Consent Library tab is the default view when an agent opens the Consent page.
It is the central place to view and manage any consent documentation the agent chooses to store in the HealthSherpa account, for any consumer, including both Consumer Consent and Eligibility Application Review.
Overview
Overview
The Consent Library helps agents quickly find what they need by searching and filtering by status, consumer name, or email. It also shows key details at a glance, including consent type, status, last updated date, and the method used to capture consent.
From the Consent Library, agents can:
View all stored consents, for all consumers, in one central place
Search for a consumer using status, consumer name, or email
Download consent documentation
Resend a consent request
Mark consent as revoked
Delete consent documentation
Columns & statuses
Columns & statuses
Recipient: The consumer's name.
Consent type: Shows whether the documentation is for Consumer Consent or Eligibility Application Review.
Initial consent: Consumer Consent
Enrollment review: Eligibility Application Review
Status: The current status of the consent record.
Pending: A digital consent request was sent to the consumer, but it has not been completed.
Collected: Consent has been documented, either in the HealthSherpa account or in the agent’s own records.
Revoked: The agent marked the consent as revoked.
Updated at: The most recent date and time the consent record was updated by the agent or the consumer.
Channel: How consent was captured.
Action: Options to resend a digital consent request, download consent documentation, mark consent as revoked, or delete consent documentation.
Uploading new or updated consent
Agents can upload new or updated Consumer Consent & Eligibility Application Review at any time by visiting the Collect consent tab.
This can be useful when consent has been collected outside of HealthSherpa and the agent wants documentation stored within the HealthSherpa account.
Steps to upload consent documentation
Steps to upload consent documentation
Select Upload consent within the Collection method section
Select the Type of consent from the drop-down menu.
When selecting consent type, Consumer Consent is referred to as "Initial consent" and Eligibility Application Review is referred to as "Application review"
Select a file and choose Upload.
Collecting Consumer Consent early
The Consent page allows agents to collect Consumer Consent early when assisting Affordable Care Act (ACA) consumers.
The Centers for Medicare & Medicaid Services (CMS) requires Consumer Consent to be documented before an agent can take certain actions on behalf of a consumer, such as collecting a consumer’s personally identifiable information (PII) to provide a quote, searching the Marketplace, or helping a consumer shop or apply.
Collecting Consumer Consent before starting the enrollment submission journey can save time and help prevent delays.
Steps to send a digital Consumer Consent request
Steps to send a digital Consumer Consent request
Select Email or Text message within the Collection method section.
Enter the recipient's information.
Adjust the consent settings if desired then choose Send consent request.
Frequently asked questions
Why are some consumer names not hyperlinked in the Consent Library?
A consumer's name will not be hyperlinked in the Consent Library if the consent record was collected strictly through the Consent Library and has not yet been associated with an application. Agents can associate an existing consent record to an application during the enrollment flow.
Does CMS specify how consent should be documented?
The Centers for Medicare & Medicaid Services (CMS) does not require agents to follow a standard format or process when documenting consent. CMS does require that consent documentation include specific details, and that documentation clearly indicate the consumer (or their authorized representative) actively provided consent.
Additional information about consent requirements is available within CMS' 2023 Understanding Key CMS Rules and Regulations to Maintain Marketplace Compliance slides, and CMS FAQs: Consumer Consent & Application Review Requirements.
Are there file constraints when uploading consent?
Yes. When uploading consent files:
Only one (1) file may be uploaded at a time
Files must be less than 20MB
Supported file formats are .png, .jpg, .pdf, & .mp3
Can Eligibility Application Review be collected early?
No. By definition, only Consumer Consent can be collected early. Eligibility Application Review must during enrollment submission because it must indicate application information and plan selection have been reviewed and approved by the consumer, and attestations have been shared.
Additional resources
For help using HealthSherpa or for other assistance, contact Agent Support. Agent Support is available by phone at (888) 684-1373, by email at Agent_Support@HealthSherpa.com, or by chat directly from your account.