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The Clients page displays consumers connected to the HealthSherpa account who have successfully submitted an enrollment. Agents also use the Clients page to manage renewals, complete follow ups needed for effectuation, & support post enrollment servicing.

In this article we’ll cover:

Clients page at a glance
Viewing a consumer record
Generating client records

The Clients page is not available within HealthSherpa Enrollee Assistance Full-Service account types.

Clients page at a glance

The Clients page contains consumers connected to the HealthSherpa account who have successfully submitted an enrollment.

Common ways agents use the Clients page include:

Using filters to drill into specific submission data points
Completing follow-ups needed for effectuation, including submitting documentation in the Follow-ups tab
Managing renewals
Reviewing Agent of Record (AOR) status & Enhanced Direct Enrollment (EDE) connectivity information
Troubleshooting enrollment status when a Centers for Medicare & Medicaid Services (CMS) Invalid Action error is generated, including whether an enrollment was submitted or is pending consumer action
Supporting post enrollment servicing

To view more information about a specific consumer, select the consumer’s name from the Clients page to open their consumer record.

Viewing a consumer record

The Details tab is the default view when an agent opens a consumer record from the Clients page. Additional tabs available from a consumer record include Household profile, Documents, and Notes.

Details tab

The Details tab is the default view when an agent opens a consumer record from the Clients page.

Quick action buttons located along the top of a client's Details tab include:

Edit app: Edit an existing subsidy application, change plans if the consumer is within their enrollment window, or archive the consumer record.
Collect info: Request documents & updated information from the consumer.
Re-quote: Generate a new quote for the consumer.

A client's Details tab is broken into several sections including:

Follow-ups: Review follow-ups, upload documents when required, & assist consumers in paying their binder payment to ensure coverage effectuates.
Application: View primary contact information, application status, & AOR information.
Plans: View the consumer’s plan details, summary of benefits, Federally Facilitated Marketplace (FFM) application ID, effective date, & more.
Enrollments: View the consumer’s enrollment details, including enrollment eligibility, plan name, effective date, subsidy amount, net premium, FFM ID, & plan selection date.
Marketplace notices: View notices generated from the Marketplace.
Providers & prescriptions: View the most recent provider & prescription details used. Note: This information displays only after enrollment & is only visible to the writing agent.
Consent: View & manage consent records associated with the consumer.

Household profile tab

The Household profile tab pulls together application records on the HealthSherpa platform by email & phone number.

Household members & associated applications are referenced from the most recently submitted FFM application that has been submitted on the HealthSherpa platform or Searched & Claimed into the platform. In many cases, this will be a different application than what is shown on the Details tab.

Documents tab

The Documents tab allows agents to upload documents that may be required & assist consumers in paying their binder payment to ensure coverage effectuates. Agents can also view documents that have been uploaded or submitted & prompt document upload.

Notes tab

The Notes tab allows agents to save notes about interactions with the consumer over time.

Consumers can also log into their HealthSherpa Consumer Dashboard to view follow-ups & upload documents independently.

Generating client records

Agents can generate client records by importing consumer information or by successfully submitting an enrollment.

Imports

Agents can import existing consumer records into the HealthSherpa account by downloading the unique Comma Separated Values (CSV) template from the platform, completing the required fields, & uploading the file to the Clients page.

Submitting enrollments

A new client record is created in the HealthSherpa account when an agent claims an existing subsidy application into the dashboard or when a successful enrollment submission takes place for a lead already associated with the HealthSherpa account.

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.