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Full book lets selected agents in the same agency access clients & leads of all direct downline agents within the agency.
In this article we’ll cover:
Full book is not available within HealthSherpa Enrollee Assistance Full-Service account types.
Full book at a glance
Agents who have been granted full book access can view the clients & leads of all direct downline agents within the agency, in addition to their own.
This can be useful for agencies with teams who require wider visibility, or regularly support the agency's book. Full book can also help avoid unwanted Agent of Record (AOR) changes by allowing agents to keep the last National Producer Number (NPN) used on the application.
Only agents who have been granted full book access will see full book options within the Clients page & Leads page.
Granting full book access
Full book access is controlled by agency administrators. To grant full book access, agency administrators can go to the Agency page.
From the Overview tab, find the Full book column. Select the checkbox next to each direct downline agent you want to grant full book access.
In this example, Oscar Tony has been granted full book access. Oscar Tony can see the clients & leads of all direct downline agents within the agency, in addition to their own.
Downline agents must have Enhanced Direct Enrollment (EDE) enabled for agency administrators to enable full book access.
HealthSherpa sends agents an email notification when full book access is granted or removed.
Full book capabilities
From the HealthSherpa dashboard, go to the Clients page or the Leads page.
Viewing consumers
Viewing consumers
Agents with full book access will have a Clients filter.
When the Clients filter is set to Agency, the agent can view full book clients & leads, in addition to their own. Selecting Mine in the Clients filter allows the agent to view only their own clients & leads.
Assisting agency consumers
Assisting agency consumers
With consent, full book agents can assist agency clients & leads the same way they assist their own consumers.
When editing applications, full book agents can choose to keep the current National Producer Number (NPN) associated with the application, change the NPN to their own, or select an agency override NPN when one exists.
Creating notes
Creating notes
The Notes tab within a consumer record allows agents to save notes about interactions with the consumer over time.
Notes created by full book agents are visible to all full book agents.
Frequently asked questions
How does an agent know they’ve been added to or removed from full book?
When an agent is added to or removed from full book, HealthSherpa sends the agent an email notification.
How do exports work with full book?
Full book agents can export client & lead data about their own consumers, but cannot export information about full book clients or leads.
If an agent is part of an agency and does not see export functionality, an agency administrator may have disabled exports. Work with the agency administrator with questions.
How does the Enrollee Assistance Program (EAP) work with full book?
What is the difference between shared book and full book?
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.