11/9/2017 1:40:28 PM
As open enrollment continues, we are very closely monitoring activity at the ARC to make sure we are providing our partners with the best possible experience. We want to share the following tips that will help us achieve that goal AND help you maximize your time!
These ways you can save time and improve hold times by not calling the ARC:
Password resets. The best practice is to have the consumer get their password reset before meeting with you for an appointment. However, during open enrollment, if you need to reset a password during an appointment, you can have the consumer initiate a call with the main Contact Center to reset the password instead of calling the ARC. The consumer will need to be on the line to provide the Contact Center representative with three pieces of personal identifying information (PII). Representatives have been instructed to assist the consumer with a password reset even if an assister is present. If the consumer has additional needs, the call will then be transferred to the ARC. To use this faster option for resetting a password, call the MNsure Contact Center (855-366-7873 or 651-539-2099) and select option 2 (even for a public program consumer) and then option 2 again to request assistance with a password reset.
Reporting some life events. Before calling the ARC to report a life event, be sure you have consulted the /assister-central/shared-resources/report-changes/index.jspReport Changes Online page to confirm if the event should be reported online or by calling the ARC. Links to the online reporting tool are available under /assister-central/navigator-one-stop/essential-tools/index.jspEssential Tools on Navigator One Stop.
Checking the status of an application you just submitted. We have a large number of assisters calling to check the status of an application on the day it was submitted (to request the PMI, for example). We strongly recommend that you submit these requests using the /assets/ARC-Case-Status-Request-Form-Updated-10-2017_tcm34-315450.xlsxAssister Case Status Request form. Unless the consumer is present or there is an emergency situation, we ask that you use the form instead of calling.
Navigators / CACs