Consumers on the call: Assisters must tell ARC staff who is on the telephone call with them. If the person on the call is not listed on the case, the staff member cannot release information unless they are an authorized representative on the case. The ARC has had a few calls this week in where the person on the phone was not disclosed or listed on the case. It is imperative that we are all following MNsure’s data privacy guidelines.

Account issues: Assisters should always make sure their consumer does not have a user ID before creating one or submitting an account request. Consumers with multiple accounts will experience the blue bar issue, which does not allow consumers to see important notifications about their case. In general, if three of the consumer’s personal identifiers match such as name, date of birth and last four digits of Social Security number, the ARC can verify an account and find a user ID from an old case. Blue bar issues take time to fix and prevent the consumer from being able to access notices from previous accounts since the blue bar is only present in one account at a time.