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Broker Line Service Policy

Scope

This policy applies to brokers. 

Terms and Definitions

Assister: For the purposes of this policy, refers to brokers, navigators and CAC’s.

Broker Team: A group of call center representatives dedicated to supporting the functions of certified brokers, agents and agency support staff. 

LEC: Life Event Change

METS: Minnesota Eligibility Technology System

Mixed eligibility: Household with eligibility in more than one program.

Personally Identifiable Information (PII): Any information about an individual maintained by an agency, including 1) any information that can used to distinguish or trace an individual’s identity, such as name, social security number, date and place of birth, mother’s maiden name, or biometric records; and 2) any other information that is linked or linkable to an individual, such as medical, educational, financial, and employment information.

SEP: Special Enrollment Period

Policy Details

Guidelines related to the information and services the Broker Team can and cannot provide to brokers. This policy contains information on the preferred method of contacting the Broker Team for a number of scenarios, or who to contact if the Broker Team is unable to assist.

Procedures

Contact the Broker Service Line:

Brokers and administrative assistants can call 1 (844)-520-8695 [dial 1] to be connected with a representative on the Broker Line.

  • To verify broker certification MNsure will request broker first name, last name and national producer number (NPN) at the beginning of the call.

    • For brokers who are not certified, calls will be accepted only for questions relating to certification, recertification and training.

  • For assistance with consumer accounts, broker must provide three PII for the consumer to the MNsure broker line representative.

Brokers may also submit inquiries to brokers@mnsure.org or use the inquiry form located in Assister Central on the Contact Us page of Broker One Stop.

  • Emails containing Personally Identifiable Information (PII) must be sent through a secure encrypted email. 

  • To request a secure email: 

  • If your organization doesn’t have a secure encrypted email server, send a regular email to brokers@mnsure.org and in the subject line, type “request secure email.”

  • The Broker Line will respond with a secure email that will redirect to a secure site. 

  • Broker should follow the link to the secure site to set up an account. 

  • Secure emails that contain PII may then be sent from that account secure and encrypted to MNsure.

  • Emailed inquiries will be responded to within two business days, however when possible we strive for sooner.

  • Brokers will only be able to respond to emails from the Broker Line through this site. Brokers are unable to initiate emails through the secure site. 

        For more information please see instructions on how to request a secure email in MNsure’s Secure Email Policy.

Guidelines for Working with the Broker Line: 

  • Because this line is specific to brokers, the Broker Team cannot speak to the consumer except when doing a manual tool (i.e. enrollment/LEC).

  • Due to the potential of data privacy issues, the broker line staff cannot speak to assisters on speaker phone unless requested by Broker Line staff.

  • Due to staffing limitations, Broker Line staff may not be able to assist with more than 3 inquiries per call. Please complete a Case Status Request Form for more than 3 inquiries.

  • Broker Line staff cannot speak to brokers who are not certified with MNsure or who have not completed training unless the inquiry is regarding certification or recertification. 

  • Non-secure emails will not be accepted when containing consumer PII.

Services Performed by the Broker Line

Click on the link for details for each procedure

Password Resets for Consumer Accounts

Password Resets for Broker’s Assister Portal accounts

Manual Account Creation for Consumer Accounts

Application Process Questions

Qualified Health Plan (QHP) Enrollments

Technical Issues-METS and Other Tools

Life Event Changes

Registration and Certification

Policy Clarification

Other Sources of Application and Enrollment Related Information for Brokers

  • For information related to MinnesotaCare premiums, brokers should call the Department of Human Services (DHS) with their consumer. The number for DHS is (651) 431-2670 / (800) 657-3739.   

  • For information related to medical spenddowns, assisters should contact the county in which the consumer resides.

  • For information about county and/or DHS standard procedures, contact the agency in question.

  • For guidance comparing or explaining the differences between public program options, the best option is to contact a certified navigator in the consumer’s community.

  • For questions about applications with a public program eligibility, contact DHS. 

  • For paper applications not yet entered in MNsure’s system, contact the county in which the consumer resides. The Broker Team is unable to see paper applications until they are entered into the eligibility system by the county or DHS. Please give at least 3 weeks before contacting the Broker Team regarding the status of a paper application. 

Limitations of Broker Line 

Questions relating to the following scenarios must be sent via secure email:

  • Enrollment status and questions

  • AOR status and to report discrepancies.  AOR’s must be submitted online or an association through the Assister Portal and consumer’s enrollment must be sent to the carrier in order to process an AOR.

  • Life event status requests only.  Life events cannot be reported through email.

  • Verifications status and questions

  • Application status and questions

Specific call types the Broker Team is unable to assist with:

  • Medical Assistance

  • MinnesotaCare

  • Calls from consumers

  • Calls from Navigators or Certified Application Counselors (CAC)

  • Appeals status inquiries or questions.  These questions must be directed to the appeals representative or entity.  Contact information can be located on the appeals notice that is mailed to the consumer.

Information that the Broker Line is unable to disclose to brokers: 

  • Social security numbers

  • Information on personal cases including personal password resets for family/co-workers if the assister is not the agent of record on the application

  • Specific application information

  • 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

  • Timelines for life event change processing

  • Information about county and/or DHS procedures

  • Cannot compare or explain the differences between qualified health plans


General Information

Standard Broker Line hours are: 

  • 8 a.m. to 5 p.m. Monday, Tuesday and Thursday

  • 9 a.m. to 5 p.m. Wednesday (opens later for representative training)

  • 8 a.m. to 4 p.m. Friday

Any changes to the regular hours due to holidays or open enrollment will be posted on Assister Central and announced through the weekly Broker Update communications.

References and Related Documents

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