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CMS requires all Enhanced Direct Enrollment (EDE) partners, including HealthSherpa, to use added security for agent access. Agents must integrate a CMS Federally Facilitated Marketplace (FFM) account with a HealthSherpa for Agents account every 12 hours to maintain Marketplace access.
Agents without an active FFM integration cannot search the Marketplace, submit applications, or view clients.
In this article we’ll cover:
FFM account integration is not required for HealthSherpa Enrollee Assistance Full-Service account types.
What to know before integrating an FFM account
Only the account-owning licensed agent may log in to their HealthSherpa account, use their CMS Enterprise Portal credentials, and complete or renew FFM account integration. Credential sharing is not allowed.
CMS and HealthSherpa prohibit sharing usernames or passwords with anyone, including assistants, internal teams, IT groups, or agency staff. Agents must not allow another person to integrate or renew an FFM account on their behalf.
If credentials are shared, CMS may create unauthorized account linkages that can disrupt Marketplace access. Agents who share computers with others in an office should not select Keep me logged in options and should log out of HealthSherpa & the CMS Portal before another user accesses the computer.
Agents may create multiple HealthSherpa accounts, but each account may only be used by the agent associated with that account. Users may not log in to multiple accounts at the same time, may not share accounts, and may not use the same FFM credentials in more than one active session at the same time.
If a HealthSherpa account is not integrated with an FFM account, HealthSherpa displays alerts to help prevent lost work and other interruptions. Alerts may appear during sign in, on the dashboard, as a countdown when integration is close to expiring, or during an application if the integration window is ending.
Integrating an FFM account
Agents may integrate an FFM account for the first time during account creation, while logging in to a HealthSherpa account, or from the HealthSherpa dashboard after sign in.
During account creation
During account creation
Agents may initiate FFM account integration during account creation by selecting the Guided setup button.
While logging in
While logging in
Agents may initiate FFM account integration during log in by selecting the Reintegrate account button.
This will launch the CMS portal in a new window. Log into the CMS portal using the FFM username and password associated with your CMS account.
Once your account is integrated, you will see a success notice open in a new tab. Close this tab to continue to the HealthSherpa dashboard or allow the tab to close automatically.
From the HealthSherpa dashboard
From the HealthSherpa dashboard
Agents may integrate an FFM account after signing in to HealthSherpa by selecting the Gear icon from the top right corner of the dashboard. Then, select the Account settings menu option.
From the Agent Profile tab, locate the Federally Facilitated Marketplace (FFM) integration section and select the Integrate my FFM account with CMS button.
This will launch the CMS portal in a new window. Log into the CMS portal using the FFM username and password associated with your CMS account.
Once your account is integrated, you will see a success notice open in a new tab. Close this tab to return to the HealthSherpa dashboard or allow the tab to close automatically.
When a HealthSherpa and FFM account are successfully integrated, a Currently linked banner will display within the Federally Facilitated Marketplace (FFM) integration section.
Renewing FFM account integration
CMS requires agents to renew FFM account integration every 12 hours to maintain Marketplace access. Agents may renew integration while logging in to a HealthSherpa account or from the HealthSherpa dashboard after sign in.
While logging in
While logging in
Agents may renew FFM account integration during log in by selecting the Reintegrate account button.
This will launch the CMS portal in a new window. Log into the CMS portal using the FFM username and password associated with your CMS account.
Once your account is reintegrated, you will see a success notice open in a new tab. Close this tab to continue to the HealthSherpa dashboard or allow the tab to close automatically.
From the HealthSherpa dashboard
From the HealthSherpa dashboard
Agents may reintegrate an FFM account after signing in to HealthSherpa by selecting the Gear icon from the top right corner of the dashboard. Then, select the Account settings menu option.
From the Agent Profile tab, locate the Federally Facilitated Marketplace (FFM) integration section and select the Integrate my FFM account with CMS button.
This will launch the CMS portal in a new window. Log into the CMS portal using the FFM username and password associated with your CMS account.
Once your account is reintegrated, you will see a success notice open in a new tab. Close this tab to return to the HealthSherpa dashboard or allow the tab to close automatically.
When a HealthSherpa and FFM account are successfully integrated, a Currently linked banner will display within the Federally Facilitated Marketplace (FFM) integration section.
Removing an incorrect FFM account integration
Agents who previously shared CMS credentials or had another person integrate an FFM account on their behalf must remove the incorrect integration before proceeding with Marketplace activity.
Removing integration
Removing integration
To remove an existing FFM account integration, agents should first log out of the CMS portal.
Next, log into the HealthSherpa account and navigate to the Gear icon from the top right corner of the dashboard. Then, select the Account settings menu option.
From the Agent Profile tab, locate the Federally Facilitated Marketplace (FFM) integration section and select Remove FFM integration.
Once a HealthSherpa and FFM account are successfully unlinked, a Not linked banner will display within the Federally Facilitated Marketplace (FFM) integration section.
Once incorrect FFM integration is removed, Agents may complete FFM account integration using accurate credentials.
Only the FFM account holder may have or use CMS credentials. Agents should clearly communicate this requirement to anyone who previously accessed or used the credentials and ensure that access stops immediately. For added security, agents may choose to reset HealthSherpa and CMS portal passwords.
If fraud is suspected, agents should contact the CMS Agent Broker Help Desk at 1 (855) 267-1515 or email FFMProducer-AssisterHelpDesk@cms.hhs.gov
FFM integration impacts within a HealthSherpa account
FFM account integration is required to use Enhanced Direct Enrollment (EDE) through HealthSherpa. If an account is not integrated or the integration has expired, CMS restricts access to Marketplace functionality.
Without an active FFM integration, agents cannot complete on-exchange work in HealthSherpa. This impacts enrollments, application servicing, uploading follow-up documents, and other EDE-related actions used to manage a book of business throughout the year.
Actions restricted without active FFM integration
Actions restricted without active FFM integration
When a HealthSherpa account is not integrated with an FFM account, CMS does not allow agents to:
View clients in their HealthSherpa dashboard
Search for or claim a Marketplace application
Submit, enroll, or finalize an EDE application
Update personal information on an existing EDE application
Cancel an effectuated policy
Review or download Marketplace notices
Submit documents for follow-up
and more
Actions not impacted by FFM integration
Actions not impacted by FFM integration
Some activities remain available without FFM integration, including:
Quoting and plan shopping
Checking bonuses
Working on SBM applications, such as Georgia
Leveraging certain Agency features such as:
General agency administration
NPN override
Shared book & Full book access
Agency exports: Client and Lead data associated with accounts that are not actively integrated can still be exported, as long as the account requesting the export is currently FFM integrated.
Frequently Asked Questions
What is an FFM account?
A Federally Facilitated Marketplace (FFM) account is the account an agent uses to log in to the CMS Enterprise Portal at portal.cms.gov. This account is required to access the FFM.
Why is FFM account integration required?
FFM account integration is required because CMS mandates additional authentication for all agents and brokers using an Enhanced Direct Enrollment (EDE) platform. This requirement helps protect FFM data.
What if an agent is not FFM certified but sells in a supported SBM?
If an agent is not FFM certified, the agent should leave the FFM username field blank during account creation.
Agents certified in a supported State-based Marketplace (SBM), such as Georgia, must contact Agent Support after account creation. Identity verification is still required and must be completed manually.
Are FFM usernames and passwords case sensitive?
FFM usernames and passwords are not case sensitive.
What should an agent do if they do not know their CMS Enterprise Portal credentials?
If an agent does not know their CMS Enterprise Portal username, the agent should follow the CMS username recovery process.
If an agent does not know the CMS Enterprise Portal password, the agent should follow the CMS password reset process.
What should an agent do if there are issues with the CMS Enterprise Portal?
If an agent is experiencing issues with the CMS Enterprise Portal, the agent should review the CMS Enterprise Portal FAQ or User Guide. The agent may also contact the CMS Agent Broker Help Desk at 1 (855) 267-1515 or email FFMProducer-AssisterHelpDesk@cms.hhs.gov.
Can a non-licensed individual access consumer information using HealthSherpa?
No. A non-licensed individual cannot access consumer information using HealthSherpa. Only licensed agents may create a HealthSherpa account or access Marketplace data.
How does an agent create an FFM account?
An agent creates an FFM account by first registering for a CMS Enterprise Portal account.
How can agency staff access HealthSherpa clients?
Agency staff may access HealthSherpa and link to your agency only if they are licensed and have their own HealthSherpa account.
Non-licensed individuals cannot access consumer information or create a HealthSherpa account.
Can an agency administrator manage FFM integrations for agents?
No. An agency administrator cannot manage FFM integrations for agents. Each licensed agent must complete and renew their own FFM account integration.
How does FFM integration affect agency functionality?
FFM account integration is required for each HealthSherpa for Agents account to access Marketplace work through Enhanced Direct Enrollment (EDE). If an account is not integrated or the integration has expired, CMS restricts Marketplace access for that account.
Agents without an active FFM integration cannot search the Marketplace, submit applications, or view clients.
If an agency administrator does not have an active FFM integration, agents in the downline who do have an active integration are not impacted. Downline agents may continue Marketplace work as long as their own accounts are integrated.
What happens if FFM integration expires?
If FFM integration expires, on-exchange client and lead data is hidden as required by CMS. Data is not deleted. Once the agent reintegrates, full access is restored.
FFM integrations may be extended at any time but can only remain active for up to 12 hours.
Why does an “FFM username mismatch” message appear?
An “FFM username mismatch” message appears when the FFM username saved in HealthSherpa does not match the username entered during FFM integration. The agent must select the correct option on the screen to continue.
Tips
Enter CMS usernames and passwords carefully. Missing characters, extra spaces, or omitted punctuation, such as periods, may cause authentication to fail.
Confirm completion of required FFM Plan Year training. Accounts without completed training cannot be authenticated. Training status may be verified on the AB Registration Completion List.
Verify that the NPN is not suspended or terminated. NPN status may be checked on the AB Suspension and Termination List.
Confirm that all required SHOP and HOD agreements are signed. Agreement status may be reviewed in the Agent Broker Registration Tracker.
Review CMS portal status regularly. If any invalid or incomplete statuses appear in the CMS Enterprise Portal, authentication will fail. Status details are available in the Agent and Broker Marketplace Registration Status tool.
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.