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When initiating agent authorization requests, agents can choose to email or text requests to the contact information associated with a consumer's application.
When using an authorization link, consumers will follow the steps below.
Step 1: Receive the authorization link
Step 1: Receive the authorization link
Ask the consumer to open the authorization request from their own device, then select the Authorize button or link.
Emails will come from no_reply@healthsherpa.com, and will display the agent’s contact information. Texts will come from a randomly generated number.
Step 2: Identity verification
Step 2: Identity verification
Applications the Marketplace identifies as high risk will require consumers to verify their identity before they will be allowed to complete an agent authorization.
Consumers may also be prompted to enter their email address during this step.
The Experian identity verification process will begin immediately.
If a consumer’s application is flagged as high risk, and the consumer’s identity cannot be verified by Experian, HealthSherpa allows the consumer to choose from an alternative verification pathway (e.g. Persona, ID.me).
Step 3: Authorization is granted
Step 3: Authorization is granted
Consumers receive a success message indicating authorization has been successfully granted. After the success message displays, the consumer may exit the page.
Step 4: Consumer receives an invitation to create an account
Step 4: Consumer receives an invitation to create an account
After successfully authorizing an agent, consumers will be sent an invitation to set up a password, giving them access to the consumer dashboard. This is an optional step.
The consumer will receive an email from no_reply@healthsherpa.com. This email will display the agent’s contact information.
When the consumer selects Set password, they will be prompted to create a HealthSherpa account or log in to an existing HealthSherpa account.
Frequently asked questions
Do authorization links expire?
Yes. Authorization links expire after fifteen minutes. Consumers can refresh authorization links by selecting Get new link.
Do agents have to approve authorization refresh attempts made by a consumer?
No. Consumers can refresh an authorization link without agent approval or assistance.
Can a consumer undo an authorization they approved by mistake?
Yes. Consumers have the option to undo authorizations they approved by mistake. To reverse an authorization, consumers will select the Authorize by mistake drop down menu, then chose Decline authorization.
Consumers who decide to undo an authorization can reverse that action as well by selecting Authorize on the following page.
How does CMS determine whether an application is high risk?
Before authorization can be granted, CMS may require additional identity verification for certain higher-risk applications. Applications flagged as high risk by CMS include:
New to the Marketplace or state
Enrollment is already active, and has a net monthly premium of $30 or less
Consumer is working with a different or new agent
Identity verification could also be required if an application moves from low risk to high risk during the enrollment journey.
How do consumers verify their identity when required?
Several identity verification pathways are available on HealthSherpa, and consumers are able to complete agent authorization and consumer ID verification in one simple step.
Do consumers have to repeat identity verification each year?
No. Consumers who have verified their identity using HealthSherpa will not need to repeat verification on HealthSherpa unless their contact information changes.
Does identity verification transfer to other EDE platforms?
No. Identity verification completed through HealthSherpa is valid only through HealthSherpa and does not transfer to other EDE platforms.
If a consumer is moved to a different EDE platform, the consumer will need to complete that platform's identity verification process as required.
What does net premium mean?
Net premium is the premium amount a consumer pays after advance premium tax credit (APTC) has been applied. In contrast, gross premium is the full premium amount before APTC is applied.
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 Support@HealthSherpa.com, or by chat directly from your account.