HealthSherpa Playbook

HealthSherpa-assisted agent training options

We can do a variety of trainings on any timeframe you’d like:

● Online Live demo
○ Completed in the past for internal sales team
○ Account Managers to help facilitate

● Instruction manual
○ Getting started guide is the instruction manual, linked in all agent accounts

● Resource Documents
○ Outline common use-cases with a step-by-step guide
○ Agent Resource Library

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Contact
Information

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Agent Support Contact Information

Email Phone Hours
[email protected] (888) 684-1373 M-F 6am-4pm PST

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Thank You

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Appendix

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HS Terms Glossary AOR - Agent of Record
DMI - Data Matching Issue
Glossary ACA - Affordable Care Act D2C - Direct to Consumer
APTC - Advanced Premium Tax Credit EDE - Enhanced Direct Enrollment
CMS - Centers for Medicare and Medicaid Services GA - Google Analytics
CPE - Cost per enrollment GTM - Google Tag Manager
CSR - Cost Sharing Reduction FFM - Federally Facilitated Marketplace = hc.gov
DMI - Data Matching Issue FPL - Federal Poverty Level
D2C - Direct to Consumer NPN - National Producer Number
EDE - Enhanced Direct Enrollment OE/OEP - Open Enrollment Period
GA - Google Analytics SBM - State Based Marketplace
GTM - Google Tag Manager SEP - Special Enrollment Period
FFM - Federally Facilitated Marketplace = hc.gov SVI - SEP Verification Issue
FPL - Federal Poverty Level QHP - Qualified Health Plan
NPN - National Producer Number On-ex vs Off-ex
OE/OEP - Open Enrollment Period WBE - Web-broker Entity
SBM - State Based Marketplace
SEP - Special Enrollment Period
SVI - SEP Verification Issue
QHP - Qualified Health Plan
On-ex vs Off-ex
WBE - Web-broker Entity

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Agent Search for leads
Training

Overview
Quoting
Saving a Lead
Importing Clients /
Leads
Reporting Changes

A consumer or agent must enter an email to be saved as a lead. Agents can
search for consumers using their name, phone number, and email in the search
box. Agents can easily filter their leads based on the customer’s state and status.

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Agent Running a quote from the agent dashboard
Training
From your agent dashboard,
Overview you can easily send quotes
Quoting to clients!
Saving a Lead
Importing Clients / Start by clicking ‘Quote’ in
Leads the top right of your agent
Reporting Changes dashboard.

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Agent Using the agent quoter view
Training
This will take you to the
Overview agent quoter view, where
Quoting you can easily enter
Saving a Lead customer information to
Importing Clients / quickly see plans.
Leads
Reporting Changes We’ll need the zip code,
county if applicable, age,
gender, household income
and household size to show
you the estimated eligibility.

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Agent Viewing plan results
Training
Scrolling down, you can
Overview view the Plan results to see
Quoting what is available for your
Saving a Lead client in their area. Filter by
Importing Clients / monthly premium or max
Leads deductible on the left hand
Reporting Changes side to make sure the plan
fits your client’s needs.

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Agent Sharing plans with a consumer
Training
To send your client the
Overview entire list of plans, click
Quoting ‘Share’ in the top right
Saving a Lead corner of the page. Here
Importing Clients / you’ll need to enter your
Leads client’s email and click
Reporting Changes ‘Share’! This will send the
client an email with a link
that will take them to the
page of plans you just
quoted.

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Agent Comparing plans
Training
You can also compare up to
Overview 5 plans - do this by clicking
Quoting the ‘Compare’ box on the
Saving a Lead plan card of the specific
Importing Clients / plans your client would like
Leads to look at. Click ‘Compare X
Reporting Changes plans’ to see a side by side.

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Agent Enroll Now
Training
You also have the ability to
Overview drill down and look at a
Quoting specific plan and it’s details.
Saving a Lead From the plan results page,
Importing Clients / click ‘Plan details’
Leads
Reporting Changes

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Agent Viewing specific plan details
Training
This allows you to view the
Overview plan details, costs, and also
Quoting links to all official plan
Saving a Lead documents.
Importing Clients /
Leads
Reporting Changes

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Agent Sharing a single plan with a consumer
Training
To share a single plan with
Overview your client, click ‘Share’ in
Quoting the top right when looking
Saving a Lead at the plan details. This will
Importing Clients / bring up the same window
Leads where you can enter the
Reporting Changes client email address so they
can resume from the same
page you’re looking at.

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Agent Saving a Lead
Training
If at any point your client
Overview would like to think about it
Quoting before enrolling, you can
Saving a Lead save them as a lead.
Importing Clients /
Leads You can do this anywhere in
Reporting Changes the quoting process by
clicking ‘Save Lead’. Enter
the client’s email, phone
and name. This record will
then be saved and can be
accessed in your ‘Leads’ tab
at any time!

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Agent Importing Clients / Leads in the agent dashboard
Training
Please make sure you are
Overview logged into your agent
Quoting dashboard. You’ll want to
Saving a Lead ensure that you are in your
Importing Clients / ‘Clients’ tab, which you’ll
Leads see on the left hand side.
Reporting Changes
Once in the ‘Clients’ tab,
you’ll want to click on
‘Import’ on the right hand
side.

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Agent Downloading the CSV template
Training
This will bring up the Import
Overview screen. Here we list the
Quoting steps required to import
Saving a Lead your existing client list into
Importing Clients / your account. Start by
Leads downloading the import
Reporting Changes template.

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Agent Filling out the CSV template
Training
Next, you’ll need to fill in the
Overview required information for
Quoting each client. There are 12
Saving a Lead required headers. The
Importing Clients / template includes a sample
Leads client - please erase this
Reporting Changes information and put just
your clients. Once
completed, save the
template as a file to your
computer.

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Agent Uploading CSV template
Training
Next, you’ll follow the last
Overview step on the import window.
Quoting Click the gray box to find
Saving a Lead the document you just
Importing Clients / saved on your computer,
Leads and then click ‘Import CSV’.
Reporting Changes

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Agent View imported Clients / Leads in the tab
Training
Give us just a moment to
Overview upload your list, and then
Quoting you’ll see your clients
Saving a Lead populated in your ‘Clients’
Importing Clients / tab!
Leads
Reporting Changes You can follow the same
steps within the ‘Leads’ tab
to upload a lead list.

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Agent Reporting Changes from the agent dashboard
Training
As you start utilizing your
Overview dashboard to quote and
Quoting enroll clients, you’ll see that
Saving a Lead you have a growing client
Importing Clients / list.
Leads
Reporting Changes From your ‘Clients’ tab, you
can click on the name of
any of these records, or the
‘View’ button under the
Action column to jump into
their record.

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Agent Report changes in the client details page
Training
This will take you into their
Overview client record, where you can
Quoting view all of their information.
Saving a Lead
Importing Clients / In the event you need to
Leads help the client report a life
Reporting Changes change, you can click
‘Report Changes’ in the top
right of the record and it will
open the application which
will allow you to quickly
make any necessary
changes.

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What to How to report issues
expect in
In the event an issue arises, please ensure you have the appropriate information to
OEP contact Agent Support. For high priority issues impacting a number of agents,
escalate to your Account Manager.
How to report
issues When reporting to your Account Manager, please include the following information so we can resolve as
quickly as possible:
What we do if CMS
goes down ○ URL that links to an example of what is happening
○ Screenshot of the error or issue seen
○ If applicable

■ Quoting information for us to recreate the scenario
■ NPN of effected agent
■ FFM app ID for impacted application

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What to What happens if CMS goes down?
expect in
If CMS goes down, HealthSherpa will put up a global alert within the platform.
OEP
● Any applications that are submitted while CMS is down will be queued to submit
How to report automatically once CMS is back up
issues

What we do if CMS
goes down

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