CMS 3-Way Call Process
As of OEP 2024, if your client already has an ACA policy with another Agent of Record (AOR), CMS requires a 3-way call to complete the enrollment and update the AOR.
This requirement applies when submitting an application through MyMFG using the EDE platform.
Step-by-Step Process
Step 1: Start the Application in MyMFG
Begin the eligibility application in MyMFG using the EDE person search.
Complete the eligibility portion as normal.
Step 2: Select a Plan
After completing the eligibility application, click “Select a Plan.”
When you click Submit, you will receive an “Error Submitting Enrollment” message.
This error indicates that a CMS 3-way call is required due to an existing AOR.
Step 3: Call the Client
Contact your client and explain that CMS requires a 3-way call to update their Agent of Record.
Once connected with CMS, instruct the client to inform the representative that:
Their application was started on an EDE platform
They would like to revoke their previous AOR consent
Step 4: Call CMS (1-855-788-6275)
Initiate a 3-way call with CMS.
The client must:
Speak directly with the CMS representative
Grant you permission to speak on their behalf
Recommendation: Ask the client to provide 365-day consent in case future updates are needed.
During the call, inform the CMS representative that:
The application was started on an EDE platform
You need assistance updating the AOR
You need help adding the selected plan
Step 5: Mark the Application as CMS Submitted
After CMS completes the enrollment:
Go to the EDE ACA Dashboard
Select View Application to access the client’s eligibility page
Return to MyMFG
Go to the EDE ACA Agent Dashboard
Locate the client
Select View Application
Click “Mark Enrollment Submitted by CMS”
Important: If you do not mark the application as submitted by CMS, the status will remain “In Progress.”
Step 6: Confirm AOR Update
To verify the AOR change:
Go to the EDE ACA Dashboard
Select View Application
Scroll to the Policies section
Confirm that the updated AOR information is correct
Note: It may take up to 24 hours for the AOR change to reflect.
Step 7: Re-Submit in MyMFG (Optional)
Enrollments completed through a CMS 3-way call will not automatically appear in:
The client’s profile in MyMFG
Reports within MyMFG
This is because the enrollment was finalized directly with CMS, not fully submitted through MyMFG.
You may attempt to re-submit the application in MyMFG. If successful, you will see a confirmation message:
“Enrollment successfully submitted.”
However, we recommend waiting a few days to allow CMS time to process and update the AOR before attempting to resubmit.
What if I experience issues when conducting a 3-way call with the Marketplace Call Center?
Agents who experience problems while conducting a 3-way call with the Marketplace Call Center (misinformation is provided, the representative questions the plan selection, etc.) should report the call.
Agents should report these calls to the FFM agent/broker helpdesk ([email protected], CMS resource: Tips for agents and brokers when using the Marketplace call center) and also to HealthSherpa’s Agent Support team.
Information needed to report a call includes:
Date and time of call
App ID
Consumer’s state
Phone number of person who placed the call
A summary of the issue