The CMS Marketplace Call Center assists agents and brokers when certain enrollment or coverage changes are blocked through Enhanced Direct Enrollment (EDE) platforms like MyMFG. CMS blocks these changes to prevent unauthorized activity, which means agents may need to conduct a 3-way call with the Marketplace Call Center and the consumer to complete the update.

Marketplace Call Center Agent/Broker Partner Line

Agents and brokers must call the dedicated Agent/Broker Partner Line: 1-855-788-6275

The Marketplace Call Center is available 24 hours a day, 7 days a week, except on Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

The busiest times at the Marketplace Call Center are typically Mondays and Tuesdays between 10 AM and 2 PM Eastern. There may be longer wait times during these periods.

What to Have Ready Before Calling the Marketplace Call Center

Before calling the Marketplace Call Center Agent/Broker Partner Line, agents should have the following ready:

Your personal National Producer Number (NPN) — not an agency NPN, even if you use an agency NPN on the consumer's application
The consumer must be available to join the call for identity verification and authorization
The consumer's application details and the specific change or action needed

NPN Verification on the Marketplace Call Center Partner Line

When calling the Marketplace Call Center Agent/Broker Partner Line, agents will be prompted to enter their personal NPN in the automated phone system. After connecting with a representative, the representative will verify the agent's NPN and first and last name verbally. The NPN and name must match the information in the agent's Marketplace Learning Management System (MLMS) profile.

If the Marketplace Call Center representative cannot verify the agent's NPN, first name, and last name, the representative will not be able to assist and may direct the agent to the FFM Agent/Broker Help Desk.

Consumer Authorization Process on the Marketplace Call Center

The Marketplace Call Center requires the consumer to authorize the agent before the representative can discuss or make changes to the consumer's account. This authorization is separate from any consent documentation the agent has already obtained for CMS compliance.

The Marketplace Call Center representative will verify the consumer's identity by requesting personally identifiable information directly from the consumer. Only the consumer can authorize another person to speak with the Marketplace Call Center on their behalf.

Two types of consumer authorization are available on the Marketplace Call Center:

Verbal Permission — A one-time authorization for a single call. The consumer must remain on the line for the entire call. If the consumer drops off, the agent cannot continue until the consumer rejoins.
Verbal Authorization — Can last for one call or up to 365 days as directed by the consumer. Once an authorization is in effect, the consumer does not need to be on the line for future calls within the authorization period.

When calling with a new agent, the consumer may request that any previously entered Marketplace Call Center authorizations for other agents be revoked immediately. Only the consumer can direct authorization additions or revocations.

Language to Use When Speaking with the Marketplace Call Center

Marketplace Call Center representatives are trained on consumer-facing language used on HealthCare.gov. Agents should avoid using industry-specific terms that representatives may not recognize.

For example, instead of saying "NPN Override," agents should explain that they work for an agency and need to add the agency's NPN information instead of their individual NPN. Similarly, the term "AOR" may not be recognized by Marketplace Call Center representatives.

Language Services on the Marketplace Call Center

The Marketplace Call Center supports English and Spanish callers directly. Agents who need Spanish-speaking assistance should select the Spanish menu option when calling the Agent/Broker Partner Line.

For other languages, the Marketplace Call Center will connect an interpretation service. Agents should request the desired language at the beginning of the call. The representative will briefly place the call on hold to connect the interpreter.

HealthCare.gov Application and Enrollment Process via the Marketplace Call Center

When assisting agents and consumers, the Marketplace Call Center representative navigates HealthCare.gov to make application or enrollment updates. The representative follows the same screen-by-screen flow available to consumers online and does not have special administrative capabilities.

If the agent has already updated the consumer's application and only needs to submit the enrollment, informing the representative of this upfront can streamline the process and prevent unnecessary application re-entry.

The general steps the Marketplace Call Center representative follows when reporting a life change or updating an enrollment:

Select the consumer's application on HealthCare.gov
Click Report a life change from the left-side menu
Click the Report a Life Change button
Select the applicable change type from the pop-up window
Answer the privacy questions
Click Continue to application
Review and update the application information, including confirming and updating the agent's name and NPN
Submit the application, review the eligibility decision, and click Continue to Enrollment
Continue through the plan compare tool, verify the consumer's enrollment, confirm the plan selection, and submit the updated information to the plan

Completing this full process updates both the enrollment and agent information, allowing the agent to make future changes without needing the Marketplace Call Center.