Consumers often need to upload documents to resolve Data Matching Issues (DMIs) and SEP Verification Issues (SVIs). Getting follow-up documents uploaded on time ensures your client keeps their subsidy and/or coverage.

You can upload and track follow-up documents for your client from your HealthSherpa for Agents dashboard.

In this article we will cover:

A Data Matching Issue (DMI) occurs in the following 3 situations:

Special Enrollment Periods (SEPs) are certain timeframes outside of the annual Open Enrollment Period (OEP) when a consumer can can enroll in ACA coverage or change ACA plans.

An SEP Verification Issue (SVI) occurs when a Consumer is eligible for an SEP due to a Qualifying Life Event (QLE), such as losing coverage, and is asked to verify they have experienced the QLE.

DMIs & SVIs can happen on HealthCare.gov, HealthSherpa, and anywhere else you may complete Marketplace enrollments.

Consumers typically need to upload documents to resolve DMIs and SVIs.

There are several statuses you might see for each follow-up:

You can get an initial view of document statuses by looking at your Clients List. You may also use the Documents filter to see all clients with a particular Document status.

You may also choose to leverage the Documents Due tab. Located on the Clients page, the Documents Due tab features a list of clients with DMIs and SVIs. Learn more about the documents due tab here.

From your Clients page, select a consumers name to view their Clients details page. Here, you may access a full list of the consumer's follow-up items, who they're required for, and the deadline to complete each required follow-up item. Select the 'Verify' button to proceed with document upload. Note: the 'Verify' button may update to say 'View' once documentation has been submitted.

The documents required will vary depending on the type of DMI or SVI that needs to be satisfied, and in some cases it may be necessary to submit multiple documents to resolve a single DMI or SVI.

Each verify page contains a list of acceptable documents you may choose from to satisfy the specific follow-up item in question. Select the document type, find the file on your computer, and upload.

You may repeat this process as many times as needed (e.g. multiple documents need to be uploaded, documents need to be resubmitted, revised/additional documentation is required).

Clients can view and upload their own follow-up documents independently using their own HealthSherpa Consumer Dashboard. Consumers also receive reminder emails from HealthSherpa prompting them easily upload follow-up documents.

For documents with a status of "Action needed" or "Insufficient documentation," Agents can also manually prompt clients to submit follow-up documents. To manually prompt a client to upload documents, you will send a unique upload link to the consumer. The unique upload link can be sent to a client from your Clients dashboard, from the documents due tab, or from the Client's Details page.

Whether you share the unique upload link with your consumer directly from HealthSherpa or choose to copy the link to share it another way, the consumer will receive a follow-up document reminder email.

The email will list any follow-ups tasks currently in "Action needed" or "Insufficient documentation" status. The email signature that displays will match the information associated with your HealthSherpa account.

When consumers select the 'Submit documents' button, they will be prompted to verify their identity. Learn more about the consumer's experience when using the follow-up documents reminder email here.

You may view follow-up upload history from the Verify page associated with each respective follow-up.

You will be able to select the send email option, but you will see an error message similar to the one here letting you know the email could not be sent:

You can choose to copy the link to share it another way, or go to the Client's details page manually type the client's email address from the 'Preview email' pathway.

When you've successfully sent or copied the upload link, you will receive success alerts similar to these:

If you are having any technical issues using HealthSherpa, please contact our Agent Support team at (888) 684-1373, at agent_support@healthsherpa.com, or via chat from within your account.