Agent/Broker Marketplace Call Center is Now Available!
Dear Agent/Broker,
As you know, plan year 2016 Open Enrollment began on November 1. The Centers for Medicare & Medicaid Services (CMS) is pleased to be able to provide more assistance to agents and brokers to make them successful in the Marketplace. To that end, we’re launching a new call center to provide agent and brokers with additional support in the Marketplace. The call center can currently help with topics like:
• Agents’ and brokers’ user IDs for Federally-facilitated Marketplace (FFM) registration and training
• The new Marketplace Learning Management System (MLMS) and CMS-approved vendor training options
• National Producer Numbers (NPNs)
• Password resets and account lockouts on the CMS Enterprise Portal
• Login issues at the HealthCare.gov landing page (when an agent or broker is redirected from an issuer’s or web-broker’s site)
• HealthCare.gov website issues
• Policy questions related to the Individual or SHOP Marketplaces
Note, the call center will not have access to consumer information and will not be able to handle specific questions or issues with a consumer’s application or eligibility. Agents and brokers should continue to call the Marketplace Call Center at 1-800-318-2596 for assistance related to enrolling consumers into Individual Market coverage or the SHOP Call Center at 1-800-706-7893 for assistance related to SHOP Marketplace coverage.
To access the agent and broker call center, call 1-855-CMS-1515 (855-267-1515) and select option “1.” Call center representatives will be available Monday through Saturday from 8:00 AM to 10:00 PM Eastern Time (ET). In November, call center representatives will also be available on Sundays and holidays during the following hours:
• Sunday, November 8: Open 8:00 AM–5:00 PM (ET)
• Wednesday, November 11 (Veterans Day): Open 8:00 AM–10:00 PM (ET)
• Sunday, November 15: Open 8:00 AM–5:00 PM (ET)
• Sunday, November 22: Open 8:00 AM–5:00 PM (ET)
• Thursday, November 26 (Thanksgiving Day): Open 8:00 AM–5:00 PM (ET)
• Sunday, November 29: Open 8:00 AM–5:00 PM (ET)
Agents and brokers may also e-mail FFMProducer-AssisterHelpDesk@cms.hhs.gov with questions not related to a specific consumer application, including topics such as:
• Agent/broker identity proofing issues requiring manual verification
• Policy questions
• Web-broker inquiries
• General registration and training questions
• Agent/broker registration completion list issues
• HealthCare.gov Find Local Help issues
