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National Producer Number (NPN) override lets agencies share NPNs across agents in the agency hierarchy. Writing agents then choose which NPN is applied to each enrollment submission.
In this article we’ll cover:
NPN override is not available within HealthSherpa Enrollee Assistance Full-Service account types.
NPN override at a glance
Agency functionality lets licensed agents link their individual HealthSherpa accounts together in compliant structures. Once an agency is established, agency administrators can choose to utilize National Producer Number (NPN) override functionality within the agency hierarchy.
NPN override functionality lets an agency select agents from the immediate downline and designate them as override agents. All agents in the agency hierarchy can view available override NPNs at the end of the application, and select which NPN to apply to that enrollment submission.
This can be useful for agencies with a call center model, or agencies that want their agency business submitted using specific NPNs.
Setting up NPN override
NPN override functionality is controlled by agency administrators.
Step 1: Navigate to the NPN override tab
Step 1: Navigate to the NPN override tab
To set up NPN override, agency administrators can go to the Agency page and select the NPN override tab.
Step 2: Add override NPNs
Step 2: Add override NPNs
Navigate to the My override NPNs section and select Add override NPNs.
Downline agents must have Enhanced Direct Enrollment (EDE) enabled in order for administrators to add them as an override NPN.
Choose the desired NPN from the drop-down menu then select save.
Step 3: Remove override NPNs
Step 3: Remove override NPNs
Remove override NPNs by selecting Delete next to the override record.
Step 4: Review agents' access to their own NPNs
Step 4: Review agents' access to their own NPNs
Once an override NPN is added, direct downline agents can select from their own NPN or an override NPN when submitting an enrollment.
Under Allow my direct downline agents to use their own NPNs, select No to prevent direct downline agents from selecting their own NPN during enrollment submission. When No is selected, direct downline agents can only select from the override NPNs listed.
Using NPN override during an enrollment submission
When an override NPN is added, agents in the agency hierarchy will see an NPN drop-down on the Confirm your plan page during enrollment submission.
If an override NPN is selected, HealthSherpa applies that NPN to the enrollment submission regardless of carrier settings.
In this example, the writing agent has chosen to use Emmy Grammy's NPN on the enrollment submission.
After enrollment submission, the consumer will appear in the writing agent’s Clients page regardless of the NPN selected.
Compliance reminders
Agencies should keep certain compliance reminders in mind when using NPN override, including:
NPN override is not permitted by certain carriers.
NPN override is not available when using a marketing link.
NPN overrides should not be used to avoid state appointment laws.
Agents and agencies are responsible for complying with federal and state laws when using NPN overrides.
In most states, this means both the agent working with the consumer and the agent whose NPN is chosen to be applied to the application must be appointed with the carrier.
NPN overrides are not a workaround for unlicensed individuals or “fronters” to enroll on HealthSherpa.
All HealthSherpa account holders need to be licensed agents.
Agents may create multiple HealthSherpa accounts, but each account may only be used by the agent associated with the account. Users may not log into multiple accounts at the same time and may not share accounts.
Enrollments in Florida, Iowa, Michigan, New Hampshire, North Carolina, South Dakota, and Wisconsin may only be submitted using the writing agent’s NPN.
If the agency allows direct downline agents to use their own NPNs, the option to submit using the downline agent’s NPN or an override NPN is removed on the Confirm your plan page.
If the agency does not allow direct downline agents to use their own NPNs, enrollments in these states will still be submitted using the writing agent’s NPN.
Writing agents will see a banner informing them that their NPN will be used on the enrollment.
For requirements in a specific state, contact its Department of Insurance. For more information about situations where NPN override should not be used, refer to the guidance issued by the Centers for Medicare & Medicaid Services (CMS).
Frequently asked questions
Can NPN override be used for Off-Exchange enrollments?
No. NPN override is not available for Off-Exchange enrollments.
How does NPN override work with Enrollee Assistance Program enrollments?
During enrollment submission, writing agents can select an override NPN or they can submit enrollments using the Enrollee Assistance Program (EAP).
To submit an enrollment using the EAP: The writing agent can select which carriers use the EAP by state on the Carriers page. From the Confirm your plan page, ensure the checkbox by Submit application with the Enrollee Assistance Program is selected.
To submit an enrollment using an override NPN: If an override NPN is selected, HealthSherpa applies that NPN to the enrollment submission regardless of carrier settings. From the Confirm your plan page, uncheck the box by Submit application with the Enrollee Assistance Program, then select the desired override NPN.
How can an agency confirm the correct NPN was used?
Using the enrollments export, agency admins can view the NPN selected by writing agents at the time of enrollment submission.
Can agents quote and enroll in states where they are not licensed?
If a writing agent is not licensed in a state, the agent should not discuss plans in that state. Agents are responsible for following state and federal laws and cannot discuss plans with consumers without an active license in the consumer’s state.
How do NPN override settings impact enrollments submitted through an agent’s marketing link?
NPN override is not available when using a marketing link.
When consumers enroll through an agent’s unique branded enrollment website, the agent’s National Producer Number (NPN) is automatically applied to any application submitted unless the agent has alternative Enrollee Assistance Program (EAP) carrier settings in place.
Agency admins may choose to instruct downline agents to share a marketing link associated with NPN override accounts instead of their own.
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.
For agency specific needs, contact our Agency Success team at Agency.Success@HealthSherpa.com.