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Administrative Policy on Assister Resource Center Service

Scope

This policy applies to navigators and certified application counselors (CACs).

Terms and Definitions

Assister: For the purposes of this policy, assister refers to navigators and certified application counselors (CACs).

ARC: Assister Resource Center

LEC: Life Event Change

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

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

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. 

SEP: Special Enrollment Period

Policy Details

The Assister Resource Center (ARC) is a group of call center representatives dedicated to supporting the functions of certified navigators and CACs (hereafter referred to as “assisters”). 

The following is a guideline to information and services the ARC can and cannot provide to assisters. 

  • 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 the 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.

This policy contains information on the preferred method of contacting ARC for a number of scenarios, or who to contact if the ARC is unable to assist. Please note that the following is not a complete list of all questions ARC is able to respond to. 

Procedures

Click on the link for details for each procedure

Password Resets

Manual Account Request Form

Qualified health plan (QHP) enrollments and terminations 

Case status requests  

Life event changes (for QHP and mixed eligibility households not in renewal) 

Technical issues for METS and assister portal 

Policy clarification 

Contract application and status 

Certification and recertification

Submitting organization rosters 

Updating authorized contacts 

Background checks

Assister case association 

Assister Directory updates 

Assister portal access 

Navigator per enrollee payments and enrollment reports 

Verifications 

Other sources of Application-related Information for Navigators and CAC’s

  • 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, please 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. 

Guidelines for working with the ARC

  • 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 (i.e. enrollment/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 3 of an assister’s inquiries per call and can only process 6 case status requests without the consumer present per day.

  • ARC staff cannot speak to non-assisters or assisters-in-training.

References and Related Documents

Assister Portal Access (released 9-2016)

Assister Case Association (released 10-2016)

Certification Policy (released 09-2017)

Enrollment Reports (updated 12-2016)

Manual Account Creation (released 04-2017)

MNsure Assister Directory (released 9-2016)

Navigator Payment Policy (released 10-2016)

Recertification (released 08-2017)

Secure Email Policy (released 4-2017)

Submitting Organization Rosters

Contact information for MinnesotaCare Inquiries (DHS)

Contact information for Medical Assistance Inquiries (County and Tribal Agencies)

General Information 

Standard ARC hours are 

  • 8 a.m. to 5 p.m. Monday through Thursday (opens at 9 a.m. on Tuesdays due to training) 

  • 8 a.m. to 4 p.m. Friday  

Any changes to these hours due to holidays or open enrollment will be posted on Assister Central and announced through the Navigator Communication.

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