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    Broker Service Line Policy

    Scope

    This policy applies to broker and broker support staff relations and interaction with the MNsure Broker Service Line.

    Policy Details

    The Broker Service Line (BSL) is a group of representatives dedicated to supporting MNsure-certified brokers and support staff. This policy applies to brokers and support staff working with Broker Service Line to assist MNsure consumers in applying, enrolling, maintaining and renewing health insurance coverage.

    Guidelines for Working with the Broker Service Line

    Brokers should not share the BSL phone numbers or email address with consumers. The BSL is a dedicated line for MNsure-certified brokers and support staff.

    • Brokers must follow the MNsure Code of Conduct and Rules of Behavior when interacting with representatives.
    • Representatives cannot speak to a consumer except when completing a manual form (i.e. manual enrollments or life event changes)
    • If a broker is calling about a situation where the consumer must be present on the line, the consumer must be on the line at the start of the call. In an effort to decrease hold times, representatives are unable to wait for consumers to be conferenced in after the call has begun.
    • Calling on speakerphone is permitted, however, there are situations where the representative may ask to be removed from speakerphone.
    • Representatives are able to assist with no more than three inquiries per call. Brokers and support staff may hang-up and call back for additional assistance. A Case Status Request Form is recommended for multiple inquiries.

    Limitations of the Broker Service Line

    Representatives are unable to assist with the following topics:

    • Medical Assistance.
    • MinnesotaCare.
    • Information about county or DHS procedures.
    • Calls from consumers only.
    • Calls from navigators or certified application counselors (CACs).
    • Appeals or Resolution Review status inquiries or questions - these questions must be directed to the appeals representative or entity. Contact information can be located on the appeals noticed that was mailed to the consumer.
    • Timelines for life event processing.
    • Compare or explain the differences between qualified health plans.
    • Hypothetical situations.

    Information that the representatives are unable to disclose to brokers:

    • Social Security numbers.
    • Password resets for family-coworkers if the assister is no the agent of record.
    • Specific application information, such as how a consumer answered a question on the application.
    • Historical data on a consumer's public program eligibility when a case is not active.
    • Information related to MinnesotaCare premiums.
    • Information related to medical spenddowns.
    • Representatives are unable to review consumer-related documents when there is no active application.

    Contacting the Broker Service Line

    Before contacting the BSL, MNsure certified brokers and support staff should visit the Helping Consumers section for important topics and information when working with consumers.

    Emailing the BSL

    Questions relating to the following scenarios can be sent to the BSL email address at brokers@mnsure.org:

    • Certification, Recertification or Training if a broker or support staff cannot find the answer or troubleshoot an issue using the Certification and Recertification pages on Assister Central.

    Questions or requests relating to the following scenarios must be sent to the BSL by using the secure email procedure. Brokers should use a Case Status Request form when checking the status of multiple consumers.

    • Any email requests that contain consumer PII.
    • Application status and questions.
    • Verification status and questions.
    • Enrollment status and questions.
    • AOR status and reporting AOR discrepancies. (Note: The BSL can only respond to AOR status requests that are over 30 days old)
    • Life event status requests - Follow the Life Event Change procedure for new requests.

    Calling the BSL

    Call 651-539-2088 (local) or 844-520-8695 [dial 1] to be connected with a BSL representative.

    • Before helping brokers or support staff, the BSL representative must verify that the broker is certified with MNsure. The representative will ask for the broker or support staff's first name, last name, and national producer number (NPN) at the beginning of the call.
    • The broker or support staff must also provide the representative with three verifiable pieces of consumer personally identifiable information (PII) to receive assistance with consumer accounts. Brokers and support staff should have PII pieces ready when calling.
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