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 651-539-2098 (local) or 833-541-7698 (toll-free).
  • ARC staff cannot speak to non-certified assisters or assisters who are in training.
  • Only one assister can be on the line during a call with the ARC.
  • All individuals in the room or on the line during a call must be identified at the beginning of a call with the ARC.
  • The ARC phone line is specific to assisters, therefore the ARC staff cannot speak to consumers except when getting their authorization to work with an assister, or when doing manual tools (for example a manual enrollment or reporting certain life events).
  • The ARC cannot assist with more than three of an assister’s inquiries per call.
• 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 two to three business days.
• 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. Note, verifications cannot be submitted to the ARC.

Procedures

Procedures for requesting assistance from the ARC on specific topics.

• Account request
• Assister case association
• Assister Portal access
• Background check
• Case status request
• Certification and recertification
• Contract application and status
• Life event change
• Navigator payment and enrollment report
• Qualified health plan enrollment and termination
• Password reset
• Organization roster
• Technical issue reporting
• Verification

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 consumer's county of residence.
• For information about county and/or DHS standard procedures contact the agency in question.
• ARC staff is unable to assist with explaining the differences between qualified health plans. The best option is to contact a broker in your area.
• 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.