Training & Certification
This training is required before staff perform Marketplace Facilitated Enroller work functions.
What is the comprehensive MFE training curriculum?
Staff must obtain this before accessing an applicant's Personal Identifiable Information.
What is client authorization?
Every application question must be reviewed, and the applicant's responses must be recorded this way.
What is exactly as provided?
Applicants may revoke MFE authorization at this time.
What is any time?
Telephonic enrollments, renewals, eligibility determinations, and plan selections must be completed on this.
What is a recorded line?
This must happen annually to maintain certification as a Marketplace Facilitated Enroller.
What is annual MFE recertification or annual refresher training?
Using text, email, or social media to send or receive this type of information is prohibited.
What is PHI/PII?
Staff must confirm income, employment, household information, and immigration status with this person before submission.
Who is the applicant or Head of Household?
Staff may not transfer applications to their NYSOH Dashboard without first receiving this from the Account Holder or Head of Household.
What is authorization?
The currently authorized VOIP software for recorded calls is this.
What is Webex?
Staff must complete training upon new hire and again on this recurring basis.
What is annually?
PII must only be used by or disclosed to these individuals.
Who are those authorized to receive or view it?
Staff must ensure every application question is reviewed and recorded exactly as provided, without doing these three things.
What are coaching, altering, or prompting?
Staff must not run or update applications without consent from this person.
Who is the Account Holder or Head of Household?
Calls requiring recording include new enrollments, plan renewals, and these changes when they require a new determination or running of an application.
What are Life Status Changes?
The policy applies to these two groups of staff.
The policy applies to these two groups of staff.
Staff must comply with privacy and security standards, authentication standards, and laws governing the confidentiality of financial information, Social Security numbers, PII, and this type of information.
What is health information?
Staff must confirm all financial data, income, employment, household information, and this status with the applicant or Head of Household before submission.
What is immigration status?
Before selecting a health plan on a consumer's behalf, staff must obtain this from the consumer.
What is verbal confirmation?
If a call fails to record due to a technical issue, the assistor must report it to the supervisor and this department.
What is the Help Desk?
If staff still have questions about a client's immigration status after using all resources, they must do this before submitting the application.
What is confer with their supervisor?
Staff must fully and promptly report suspected loss of confidential information to these parties.
Who are Customer Service of the Exchange and their supervisor?
Staff must review additional requested documents from NYSOH, submit them in a timely manner, and follow up with clients regarding this.
What is eligibility?
If consent is denied or not provided, staff must not do this.
What is proceed with application submission?
Failure to record required phone calls can lead to this consequence.
What is corrective action up to and including dismissal?