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The Leads page contains consumers who started plan shopping or started an application, but have not yet completed an enrollment submission. Consumers listed on the Leads page automatically move to the Clients page after an enrollment is successfully submitted in the HealthSherpa account.
In this article we’ll cover:
The Leads page is not available within HealthSherpa Enrollee Assistance Full-Service account types.
Leads page at a glance
The Leads page contains consumers who have begun the quoting and enrollment process, but have not yet submitted an application or finalized their plan selection.
Common ways agents use the Leads page include:
Using filters to drill into specific data points
Identifying where a consumer is in the enrollment submission process
Gathering consumer information and documentation before starting an enrollment submission
Resuming work after saving progress
The Status column within the Leads page allows agents to get an initial view of where each consumer is within the enrollment submission process, based on the last place the consumer’s record was saved in the flow.
Statuses on the Leads page include:
Shopping: The lead is reviewing available plans.
Applying: The lead is working on their subsidy application to determine their final subsidy eligibility.
Confirming: The lead is on the confirmation page.
To view more information about a specific consumer, select the consumer’s name from the Leads 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 Leads page. Additional tabs available from a consumer record include Household profile, Documents, and Notes.
Details tab
Details tab
The Details tab is the default view when an agent opens a consumer record from the Leads page.
Quick action buttons located along the top of a lead's Details tab include:
Collect info: Request documents & updated information from the consumer.
Re-quote: Generate a new quote for the consumer.
A lead's Details tab is broken into several sections including:
Lead: View basic lead information captured so far, including contact information and where the consumer is in the flow.
Providers & prescriptions: View the most recent provider and prescription details used.
Consent: View & manage consent records associated with the consumer.
Household profile tab
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 Federally Facilitated Marketplace (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
Documents tab
The Documents tab allows agents to upload documents that may be required once the enrollment submission is complete. Agents can also view documents that have been uploaded or submitted & prompt document upload.
Notes tab
Notes tab
The Notes tab allows agents to save notes about interactions with the consumer over time.
Generating lead records
Agents can generate lead records by importing consumer information or by beginning the quoting or application process.
Imports
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 Leads page.
Beginning the quoting or application process
Beginning the quoting or application process
A new lead record is created in the HealthSherpa account when an agent selects save when using the quoter or when completing a subsidy application.
A new lead record will also generate anytime a consumer saves their progress when using the marketing link associated with the HealthSherpa account.
Resuming progress
Selecting the Resume button from the Leads page or from a lead’s Details tab allows the agent to pick up where the consumer’s record was saved in the plan shopping or application flow.
Frequently asked questions
Are leads plan year specific?
Leads are plan year specific. For a new plan year, the agent must create a new lead record. Lead records cannot be renewed, so the agent should start a new lead for the new plan year.
Why might an agent see CMS' Invalid Action error when submitting updates for a lead with an active enrollment?
If an agent tries to submit updates for a lead with an active enrollment where the agent’s National Producer Number (NPN) is not already associated, the agent may see CMS' Invalid Action error from the Centers for Medicare & Medicaid Services (CMS).
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.