ACA Campaign - 3-Way Transfer with CMS
- Coreen Stalnaker
- Alexander Conroy
Starting on July 19, 2024, CMS will block an agent or broker from making changes to a consumer’s FFM enrollment unless the agent is already associated with the consumer’s enrollment.
An agent or broker who is not already associated with a consumer’s enrollment must now take additional steps to update a consumer’s Marketplace enrollment, even with their consent. Unassociated or “new” agents and brokers will be required to conduct a three-way call with the consumer and the Marketplace Call Center or to direct the consumer to submit the change themselves through HealthCare.gov or via an approved Classic Direct Enrollment or Enhanced Direct Enrollment partner website with a consumer pathway.
Adding NPN to User Profile
The NPN (National Producer Number) is a unique identifier that is used to track individuals and business entities on a national basis. An NPN is required to make insurance sales for the ACA.
The NPN can be added to a Users profile in a couple of different ways.
Option 1 - Users - Manage All
NPN can be added to the User’s configuration screen by selecting Users - Manage All
Under the Details Tab enter the NPN in the designated field located near the bottom of the screen. This must be done individually for each User.
Option 2 - User Profile Update
If your Users do not have access to this feature submit a Support ticket to activate this ability.
Select Profile on the left to open “My Profile”.
Under My Details, enter the NPN in the designated field near the bottom of the screen.
Conducting 3-Way call to the ACA Marketplace Enrollment Line
It is highly recommended to create a Transfer Preset for the Agent & Broker Marketplace Direct Line (855-788-6275). Please see Transfer Presets for additional information on how to configure this feature.
Ensure Blind Transfers are disabled when configuring this preset.
While on a call with a customer:
Click the 🔄 TRANSFER button on TLDialer
Live Transfer (🤝 holding hands) - starts a 3-Way call
The customer will be live on the call while contacting the Marketplace Direct Line.
There will be no touch tones while the NPN is being entered. The Agent may hear silence prior to being connected to a CMS representative.
Calling the Marketplace without a Customer
A new feature has been added to allow Users to call the ACA Marketplace on a Lead when a customer is not on the line. This feature can be found at the top of the Lead. This is an option that must be activated under Settings - Options.
The way this feature works is when you are paused and not on a call, it will silently change the phone3 (address3) of the Dialer Lead to the CMS number, do the dial, then on Dispo clear the phone3. This allows the call to be associated with the Dialer Lead, as well as the Recording for easier lookup and organization. This also bypasses any FPG/DNC lists and does not prevent the agent from dialing it if another customer is also dialing.
Using the Marketplace Transfer DTMF Button Helpers
When on a Call either via Manual Dial or Transfer with a Customer the following buttons will show under the Transfer Menu to help you enter your NPN Number as well as navigate the Marketplace’s Menus. We will attempt to keep the Menu up to date as CMS has already changed this once. If you do not have a NPN Set, the system will notify you how you can set it.
Example Menu with NPN Properly set on a Users Profile
Example Menu with NPN Improperly set or Missing on a Users Profile