10/27/2017 11:45:30 AM
This week we are launching a series where we will publish answers to questions that were asked by your colleagues during the September Assister Assemblies.
Is there a policy regarding whether expired identification will be accepted for a manual account creation? The manual account creation form only specifically requires the driver’s license be current. However, documentation that it is significantly out of date may not be sufficient to verify an individual’s identity. Each submission is reviewed on a case-by-case basis.
Has MNsure addressed the population of Minnesotans that live close to the border and live in Minnesota but have, for example, a South Dakota or Iowa address? Consumers must meet the requirements of being a Minnesota resident in order to purchase through the Minnesota exchange. If an applicant enters a residential address with a county and zip code combination that is not recognized as a valid Minnesota residence address they will be determined ineligible to purchase a qualified health plan (QHP) or qualified dental plan (QDP) through MNsure.
Can a consumer log in and print another renewal notice if they lose the one that was mailed? For most consumers, the renewal notice can be found in the “Notifications” section of their online account and can be viewed and reprinted.
Is the Accessibility and Equal Opportunity office just available for MNsure, or is it a DHS branch that can be access for more? If you have a disability and need help accessing any information or have accessibility issues with a web page, please contact MNsure’s Accessibility and Equal Opportunity Office (AEO) at AEO@MNsure.org. Consumers who need to reach the Minnesota Department of Human Services regarding an accessibility issue should contact DHS_ADA@state.mn.us.
Is there going to be a “call back” feature this year so consumers do not need to wait on hold? MNsure has implemented a courtesy call back feature for consumers calling the main MNsure Contact Center. The features allows consumers waiting for a MNsure agent the option to receive a call back at the approximate wait time. MNsure will make three attempts to reach the consumer. If the consumer answer, they will be connected with the next available agent. This call back feature is not available for the ARC or Broker Line at this time.
Can a broker or navigator certify or recertify, but request not to be listed on the MNsure directory? Yes. Brokers can request not to be listed on the MNsure directory by choosing that they are ‘not taking new clients” in the registration tool. More information can be found in the /assister-central/broker-one-stop/policy-procedures/assister-directory-listing.jspAssister Directory Policy located on Broker One Stop in the /assister-central/broker-one-stop/policy-procedures/index.jspPolicies and Procedures page. Navigator organizations may request that support and supervisory staff not be listed on the Assister Directory, as long as the organization will continue to list as least one navigator on the directory. For more information on how to use the roster to make the request, please review the /assister-central/navigator-one-stop/policy-procedures/policy-assister-directory.jspassister directory policy.
Navigators / CACs
Meetings and webinars