Skip to main content
All CollectionsAgent Help CenterConsent
Active Consent - Managing Consent
Active Consent - Managing Consent

This article describes how you can manage consent and review records for your clients as it pertains to Consent rules from CMS

Ervin Ebalo avatar
Written by Ervin Ebalo
Updated over a week ago

Overview

According to CMS, "consent" includes two parts: consumer consent indicating a consumer has granted permission for an agent to provide assistance with their Marketplace enrollment; and eligibility application review detailing application data and plan selection have been reviewed and approved by the consumer, and attestations have been shared.

This article will cover how HealthSherpa now allows you to capture and store both:


Consumer Consent

Consumer consent indicates a consumer has granted permission for an agent to provide assistance with their Marketplace enrollment. Consumer consent is required before collecting a consumers PII in order to provide a quote, searching the Marketplace on behalf of a consumer, checking the status of a consumer's coverage, helping a consumer apply or enroll, as well as making any updates to a consumers application. Learn more here.

Collecting consent within the enrollment flow

Agents have the opportunity to collect Consumer Consent within HealthSherpa, and HealthSherpa provides agents the ability to do this on the Privacy Policy screen.

You will have the option to email a digital consent form to your client, upload proof of Consumer Consent, or indicate that you already have proof of Consumer Consent in your own records.

  • Selecting "Email digital consent form to my client"

    Selecting this option allows you to send an email to your client with a link to a digital consent form. Once your client signs and submits the form, a PDF version of it will be saved to your Consent Record table. If your client does not have an email associated with their application, you will have the opportunity to input an email that will be used only for consent collection; it will not be associated with their application or be used for other correspondence.

    What your client sees:

  • Selecting "Upload proof of consent to HealthSherpa"

    File constraints

    • You are able to upload (1) file as proof consent

    • Less than 20MB.png, .jpg, .pdf, .mp3

    If you choose this option, the consent file will be connected to you and your client and will be visible in the dashboard. For agents who do not have a viable method for collecting consent, we will also provide a consent form for you to download. These forms will also be available at the bottom of this article under "Additional resources."

  • Selecting "I already have proof of consent in my own records"

    If you already have a storage mechanism for your consent records, choosing this option allows you to notate that choice in your dashboard for reconciliation purposes. Note: HealthSherpa requires consent uploads on all referral submissions.

Collecting consent from the dashboard

You are now able to upload consent and consent-related documents whenever you want to, directly from the client details screen of your dashboard.

Uploading consent from the dashboard

Pressing the "Upload Consent" button will take you to a page to do so. From here, you can select the plan year and document type. HealthSherpa allows you to save all of your related documents, including consent, application review, and change approvals. We also provide a multi-type option in case you'd like to upload a single file that satisfies more than one of these.

Resending digital consent forms from the dashboard

If your client has not yet signed the digital consent form, you will see a “Client action needed” status in the consent records table. In this situation, you will also see a button to “Resend email,” which will open the following modal to resend the email to your client.


Eligibility Application Review

Eligibility Application Review is the piece of consent that details application data and plan selection have been reviewed and approved by the consumer, and attestations have been shared. Eligibility Application Review can be required for new applications, new plan selections, when making updates to existing applications, and when making updates to plan selections. Learn more here.

Collecting consent within the enrollment flow

After completing an application and selecting a plan, agents will have the opportunity to collect Eligibility Application Review within the Confirm plan screen.

You will have the option to email a review link to your client, upload proof of review, or indicate that you keep proof of review in your own records.

  • Selecting "Email review link to my client"

    Selecting this option allows you to send an email to your client with a link to a digital review form. Once sent, a randomly generated code will appear. You must provide this code to your client in order for them to access their digital review form. This is to help protect important personal information.

    Once your client signs and submits the form, a PDF version of it will be saved to your consent records table with the type "Review."

    Note: the access code does not expire, but will not be visible to you after navigating past this page. You will need to resend the web form from your dashboard should a new access code be needed.

    What your client sees:

  • Selecting "Upload my proof of review to HealthSherpa"

    File constraints

    • You are able to upload (1) file as proof consent

    • Less than 20MB.png, .jpg, .pdf, .mp3

    If you choose this option, the consent file will be connected to you and your client and will be visible in the dashboard. For agents who do not have a viable method for collecting consent, we will also provide a consent form for you to download. These forms will also be available at the bottom of this article under "Resources."

  • Selecting "I already have proof of review in my own records"

    If you already have a storage mechanism for your consent records, choosing this option allows you to notate that choice in your dashboard for reconciliation purposes. Note: HealthSherpa requires consent uploads on all referral submissions.

Collecting consent from the dashboard

You are now able to upload consent and consent-related documents whenever you want to, directly from the client details screen of your dashboard.

Uploading consent from the dashboard

Pressing the "Upload Consent" button will take you to a page to do so. From here, you can select the plan year and document type. HealthSherpa allows you to save all of your related documents, including consent, application review, and change approvals. We also provide a multi-type option in case you'd like to upload a single file that satisfies more than one of these.

Resending review links from the dashboard

If your client has not yet signed the digital review form, you will see a “Client action needed” status in the consent records table. In this situation, you will also see a button to “Resend email,” which will open the following modal to resend the email to your client. It will also include a new access code.


Consent management

HealthSherpa provides tools for consent capture, storage, and reporting capabilities within your dashboard.

Consent management from your dashboard

You will notice a new consent records component when you drill into the client details page. This will show the consent history between you and your client.

  • Method - how the consent was captured

    • “Agent Upload” - when you manually uploaded the consent

    • “Agent Retained” - when you marked to store proof of consent in your own records

    • “Direct to consumer” - a client self-enrolled and provided their own consent

    • "Web form" - when you used the digital consent form

  • Date - when the consent was created in the system

  • Status - the current status of the consent

    • “Collected” - proof of consent was collected, whether it is stored in our platform or in your own records

    • “Action Required” - When you marked to upload consent later

    • "Revoked" - When you have marked a record as revoked; will also display date

    • "Client action needed" - when you sent the digital consent form, but your client hasn't submitted it yet.

  • Type - the document type (consent, app review, change approval, or multi-type)

  • Plan Year - the related application’s plan year

  • Files - you are able to download the available file related to the consent record

Revoking and deleting consent

Revoke and delete actions are only available to agents (not to consumers) and they only apply to consent records you (or clients associated with your account) have added.

  • Revoke:

    After uploading consent, agents have the option to select the 'Mark revoked' button in instances when their clients have revoked consent. Clicking 'Mark revoked' will update the consent record's status and notate the date of revocation.

  • Delete:

    After a consent record has been marked as revoked, you will notice the 'Mark Revoked' button changes to a 'Delete' button. Clicking 'Delete' will remove the record from your dashboard and cannot be undone. Deleting consent is best reserved for when an incorrect document has been uploaded by mistake. Note: delete is not available for referrals.

Consent management from the Client Exports

We've added a new column in the Client Exports report called "Consent status." Consent status values include:

  • Collected - If you've already uploaded consent or marked to "store consent in your own records"

  • Action required - If you've chosen to upload later but have not yet done so


Training videos:

If you'd like to see where consent lives within the HealthSherpa enrollment and review flows, reference this recent overview in English. TIP: using the 'chapters' icon within the video control panel provides viewers with the ability to navigate easily through different sections of the training.

If you'd like to learn more about our digital consent flow, including what the consumer sees, watch this short overview:


Additional resources:

Spanish Resources:

Did this answer your question?