At-Risk Clients Export
HealthSherpa offers agents and agencies an AOR at-risk clients export to help identify clients where the agent of record (AOR) status might be at risk.
What is the export's purpose?
This export is intended to help agents and agencies proactively identify any current plan year enrollments within their book of business where their agent of record (AOR) status may be at risk.
How do agents access the export?
This agent version of this export is accessible in the Exports tab.
Agents will click "Generate" to initiate the export process. Once the export is complete, it will be sent to their inbox for them to download and access.
If an agent does not see the Exports tab in their HealthSherpa account, it likely means their agency admin has disabled exports for their agents. HealthSherpa recommends reaching out to the agent's agency is this is believed to be a mistake.
How do agencies access the export?
This agency version of this export is accessible in the Exports tab for agency admins only. This report pulls all AOR at-risk clients for the admin's agency, and any downline agency. The export may include enrollments that have transferred to another agent in your agency. If you'd like to avoid AOR swaps within your agency while servicing clients, consider setting up a shared or full book model with your agency admin.
How should agents and agencies use the export?
The export contains three columns:
Federal Exchange ID
Client Details Page URL
Archived Status
The agency version contains two additional columns:
Agency name
Agent name
Agent email address
If a Federal Exchange ID (also known as a FFM Application ID) is on the report, agents should click on the corresponding client details page URL. This will direct them to the client details page, triggering a sync with the CMS Marketplace. From there, agents will be able to lookup the associated plan(s) agent of record, and assess how they should proceed.
At-Risk AOR Tab
HealthSherpa agent accounts have access to an At-Risk AOR tab in the Clients page.
The tab lists the Client Name, Federal Exchange ID, and the date this information was last synced (Last Synced At).
What should agents do if fraud is suspected?
If an agent is no longer the agent of record (AOR) for their client's plan and this is deemed to be fraudulent, CMS has issued the following guidance:
Agents and brokers who are aware of others conducting a search for consumer applications using approved DE/EDE websites, enrolling consumers, making unauthorized changes to consumer applications without their explicit consent, or inappropriately accessing CMS systems, should report it to the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.
Agents can reach out to HealthSherpa's support team by phone (888-684-1373), email (agent_support@healthsherpa.com), or chat if further questions arise.