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Assister Resource Center Service Policy

The Assister Resource Center (ARC) is a group of call center representatives dedicated to supporting certified navigators and CACs (assisters). This policy applies to assisters working with the ARC to enroll, maintain and renew insurance coverage for consumers.

Policy Details

  • Certified assisters can call the ARC at 833-541-7698 (toll-free) or 651-539-2098 (local).
  • Certified assisters can email inquiries to navigators@mnsure.org. Emails containing personally identifiable information (PII) must be sent by secure email (see Secure Email Policy for instructions). The ARC will respond to emailed inquiries within one business day.
  • Certified assisters can fax documents to the ARC at 651-431-7572. Please refer to specific policies regarding what types of documents can be faxed.
  • Because this line is specific to assisters, the ARC staff cannot speak to consumers except when getting their authorization to work with an assister, or when doing manual tools (for example, enrollment, life event change/LEC).
  • Due to the potential of data privacy problems, the ARC cannot speak to assisters on speaker phone.
  • Due to staffing limitations, the ARC cannot assist with more than three of an assister’s inquiries per call and can only process six case status requests without the consumer present per day.
  • ARC staff cannot speak to non-assisters or assisters in training.

Procedures

Procedures for requesting assistance from the ARC on specific topics.

Terms and Definitions

  • MAXIS: A legacy computer system used by Minnesota state and county workers to determine eligibility for public assistance and health care.
  • METS: Minnesota Eligibility Technology System
  • MMIS: Medicaid Management Information System: DHS system for billing and payments for Minnesota health care programs.
  • Personally identifiable information (PII): Any information about an individual maintained by an agency, including 1) any information that can be 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.

Additional Resources for Application Information

  • For information related to MinnesotaCare premiums assisters should call MinnesotaCare.
  • For information related to medical spenddowns assisters should contact the county.
  • For information about county and/or DHS standard procedures contact the agency in question.
  • For guidance comparing or explaining the differences between qualified health plans, the best option is to contact a broker. 
  • For MMIS interface discrepancies contact the servicing agency. 
  • For paper applications not yet entered in to MAXIS or METS, please contact the county. The ARC is not able to see paper applications until they are entered into one of the eligibility systems (i.e. MAXIS or METS) by the county or DHS. Please wait at least 3 weeks before contacting the ARC regarding the status of a paper application. 
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