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
Available 24 hours a day, 7 days a week, except on Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Busiest times are typically Mondays and Tuesdays between 10 AM and 2 PM Eastern.
What to Have Ready Before Calling
Your personal National Producer Number (NPN) — not an agency NPN
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 Partner Line
When calling, agents will be prompted to enter their personal NPN. After connecting with a representative, the representative will verify the NPN and first and last name verbally. The NPN and name must match the agent's MLMS profile.
Consumer Authorization Process
The Marketplace Call Center requires the consumer to authorize the agent before the representative can discuss or make changes to the consumer's account.
Two types of consumer authorization are available:
Verbal Permission — A one-time authorization for a single call. The consumer must remain on the line for the entire call.
Verbal Authorization — Can last for one call or up to 365 days as directed by the consumer. Once in effect, the consumer does not need to be on the line for future calls within the authorization period.
Language to Use When Speaking with the Marketplace Call Center
Marketplace Call Center representatives are trained on consumer-facing language used on HealthCare.gov. Avoid using industry-specific terms that representatives may not recognize. For example, instead of saying "NPN Override," explain that you work for an agency and need to add the agency's NPN information instead of your individual NPN.
Language Services
The Marketplace Call Center supports English and Spanish directly. For other languages, the representative will connect an interpretation service. Request the desired language at the beginning of the call.
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. If you have already updated the consumer's application and only need to submit the enrollment, informing the representative upfront can streamline the process.
General steps the representative follows:
Select the consumer's application on HealthCare.gov.
Click Report a life change from the left-side menu.
Select the applicable change type and answer the privacy questions.
Review and update application information, including the agent's name and NPN.
Submit the application, review the eligibility decision, and continue through the plan compare and enrollment process.
Completing this full process updates both the enrollment and agent information, allowing the agent to make future changes without needing the Marketplace Call Center.
Additional Resources
For additional help, please contact Producer Support, which is available by chat directly from your account, by phone at (866) 568-9649, or by email at [email protected].