Agent authorization requests are sent to the consumer by text or email using the contact information listed on the consumer’s Marketplace application. If the consumer has lost access to both the phone number and the email address listed on the Marketplace application, the consumer will not be able to receive the request.
In this situation, agents will follow the steps below to text the consumer a Change contact info link. This allows the consumer to complete identity verification using ID.me, which updates the phone number on the application to match the phone number on the ID.me account. Once updated, HealthSherpa will automatically send an agent authorization request to the consumer via text message.
Step 1: Select Change contact info
Step 1: Select Change contact info
Agents can text the consumer a link to update their phone number using the Change contact info button.
The Change contact info button is available when initiating an authorization request to a single consumer.
The button is also visible from several locations within the client's Details tab.
Step 2: Send the consumer a Change contact info link
Step 2: Send the consumer a Change contact info link
Enter the consumer's phone number where they can be reached via text, then select Send.
The phone number entered in this window is used only to deliver the text from HealthSherpa to the consumer. It does not update the application.
Leave the Change contact info window open to track the consumer's progress.
Step 3: Consumer receives the Change contact info link
Step 3: Consumer receives the Change contact info link
HealthSherpa will text the consumer a link to verify their identity using ID.me. Ask the consumer to open the text from their own device, then select the Change contact info link.
Texts will come from (628) 228-6019.
Step 4: Consumer completes identity verification using ID.me
Step 4: Consumer completes identity verification using ID.me
Consumers will be prompted to verify their identity using ID.me.
Step 5: Consumer's phone number is updated on the application
Step 5: Consumer's phone number is updated on the application
Once verification is complete, the phone number associated with the consumer's application will be updated to match the phone number on their ID.me account.
Step 6: HealthSherpa automatically sends an agent authorization request
Step 6: HealthSherpa automatically sends an agent authorization request
HealthSherpa automatically sends an agent authorization request to the consumer's updated phone number via text message.
Step 7: Consumer completes the authorization request
Step 7: Consumer completes the authorization request
Ask the consumer to open the authorization request from their own device. Review the consumer experience when completing an agent authorization request to learn more.
Step 8: Authorization is granted
Step 8: Authorization is granted
Once the consumer has verified their identity and completed the authorization request, a success message will appear. The Change contact info window will also be renamed to [plan year] authorization complete. Select Finish to close the window.
After the authorization is complete, the consumer's status on the Client details page changes to Authorized, and the Get authorization button no longer appears.
Review the consumer experience when using a Change contact info link to learn more.
Track the consumer's progress
Leave the Change contact info window open to track the consumer's progress. Select Refresh to update the status while waiting, or Resend by text to send the Change contact info link again.
Progress statuses within the Change contact info window include:
Verify & update: HealthSherpa is waiting for the consumer to verify their identity using ID.me. ID.me will update the phone number associated with the consumer's application once verification is complete.
Authorize: HealthSherpa is waiting for the consumer to authorize the agent.
Frequently asked questions
If the consumer still has access to their email address, should agents send a Change contact info link?
If the consumer can still access the email address associated with their application, agents should send the agent authorization request by email. The Change contact info link should be reserved for consumers who can access neither the email address nor the phone number associated with their application.
Can the consumer's email address be updated using this workflow?
No. Per Centers for Medicare & Medicaid Services (CMS) regulations, only the phone number can be updated using this workflow.
How do agents make other updates to a consumer's application?
Other application edits and updates are often needed when a consumer experiences changes. Learn more about assisting consumers with application updates using HealthSherpa.
Does the phone number that receives the Change contact info link need to match the phone number listed in ID.me?
No. The phone number entered in the Change contact info window is used only to deliver the link that starts the process.
What if the consumer no longer has access to the phone number on the ID.me account?
The consumer will need to contact ID.me support to update the phone number on their ID.me account.
What phone number will be added to the consumer's application after their identity is verified?
Once verification is complete, the phone number associated with the consumer's application will be updated to match the phone number on their ID.me account.
Are identity verification and authorization separate steps?
While these are separate steps, HealthSherpa allows consumers to complete these using one workflow.
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 the HealthSherpa account.