Show:
Form 1095-A 1
Form 1095-A 2
Healthcare.gov Account 1
Healthcare.gov Account 2
100

True/False. It takes 7 business days for a 1095-A reprint?

False
100

How long does a 1095-A form Mailing Address Correction take.

Each case is unique, so I can’t give you a specific time frame. If you don’t receive your new form or a call from your caseworker within 30 days, please call us back, and we can check the status for you.

100

Should you read all of the instructions for resetting a consumer's password from the Creating and Managing your Healthcare.gov account script?

Yes even though it is not a read all script you should still read all of the instructions because they are important.

100

What is the name of the script used for dealing with password issues for healthcare.gov?

Creating and Managing your Healthcare.gov Account
200

What forms would a consumer receive if they had catastophic coverage, private health insurance, Medicare, Medicaid or CHIP?

Form 1095-B
200

True/False. CSRs should verify the address listed on the cover page of the form 1095-a before requesting a reprint be mailed to the consumer.  

True. You always want to make sure the address is correct before requesting a new copy be mailed.
200

Who can you assist with a password reset?

You can offer full account assistance to a consumer, authorized representative, the application filer, or any adult on the application who is 18 years old or older if they pass disclosure.

200

Should you assist a consumer with creating a healthcare.gov account?

Do not assist consumers with creating HealthCare.gov accounts. They should use HealthCare.gov to create an account.

300

What form do you use the 1095-A to fill out to reconcile your APTC?

Form 8962
300
Will you receive a 1095-A if you have catastrophic coverage through the Marketplace?

No. Since catastrophic plans don’t qualify for the premium tax credit, they won’t get a Form 1095-A from the Marketplace, but should get a Form 1095-B from their health plan.

300

Should you delete a consumer's application if they are having issues accessing their application?

Do not delete a consumer’s application even if they are having issues accessing their application and HealthCare.gov account.

300

What information must match on the consumer's application and account to be able to link their application?

All information for the person listed as the household contact on your original application must match the contact information used for creating the account at HealthCare.gov. This includes first name, last name, city, state, and ZIP Code. This information must match to successfully find and link your application.

400

What script would assist you with a consumer who did not receive their 1095-A form?

Form 1095-A and Marketplace Tax Questions

400
What should you do if the consumer's 1095-A form was sent to the wrong address?
You should submit a HICS Escalation to have the consumer's 1095-A form sent to the correct address.
400

What script should you access if a consumer isn't able to verify their identity through healthcare.gov?

Identity Verification
400

To delete a healthcare.gov account what must you do?

Complete an ARC Escalation
500

What are the different ways a consumer can get their 1095-A information?

A consumer can download the form from Healthcare.gov, have a copy mailed to them, or have you read it off to them.
500
What should you do if the consumer believes their start date and premium are incorrect on their 1095-A form?
You should transfer the consumer to tier 2 for a complex research request according to the Form 1095-A HICS Escalation script.
500

Can a CSR change the consumer's email that is associated with their account?

Yes. You can change the consumer’s FFM user ID email address through NGD.

500

Where on HC.gov can a consumer update their security questions?

From the My Profile section of their Healthcare.gov account.