HealthSherpa recently announced its “Resume Link” is back and now CMS approved for agents encountering the Invalid Action error.
The “Resume Link” is designed to circumvent the 3-way call with CMS, thus allowing a more timely enrollment process for consumers. By using this workflow, agents will be able to bypass the need for a three-way call with the Marketplace Call Center.
To address this, HealhSherpa collaborated with CMS to create this process allowing agents to work with consumers to complete application updates.
The Improved workflow for when an agent encounters the Invalid Action error from CMS:
1. Agent receives error: When an agent submits an update to an enrollment not associated with their NPN, CMS returns the Invalid Action error.
2. Agent shares Resume Link: The agent chooses “Share via email” or “Share via link” to share the new Consumer Resume Link with the consumer.
3. Consumer completes the submission: The consumer accesses the Consumer Resume Link, is prompted to sign in or create an account, and completes ID proofing to access their policy and complete the submission.
4. Agent services the enrollment: Once the consumer submits the enrollment, the agent or override NPN will be associated with the enrollment and the agent can service that consumer via HealthSherpa.
Consumer Resume Link Experience
Please use the Resume Link Guide to see what consumers experience so that you can help them successfully complete their submission.
HealthSherpa believes this new process will make it easier for agents to submit updates while preserving consumer intent. They’re continually improving this experience, so keep an eye out for future enhancements!
Agility will keep you posted about updates to all the news you need to know as we continue to keep pulse of the market.
