Agent and Broker Marketplace Help Desks and Call Centers
Summary
Table from the Centers for Medicare & Medicaid Services titled Agent and Broker Marketplace Help Desks and Call Centers, listing the help desks available to agents and brokers who assist consumers through the Federally-facilitated Marketplace (FFM). Each row gives the types of inquiries handled, contact information, and hours of operation. Rows include the Service Desk (CMS Enterprise Portal password resets and account lockouts), the Agent/Broker Email Help Desk (general enrollment and compensation questions), a Call Center for consumer-specific inquiries, an Appeals Center, and the Small Business Health Options Program (SHOP) Call Center. A closing section, Useful Websites for Agents and Brokers, lists resources including Frequently Asked Questions and an Agent Broker Video Learning Center.
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Cite this document
“Agent and Broker Marketplace Help Desks and Call Centers.”
Original at www.cms.gov. Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/cms-marketplace-help-desk-call-centers-www-cms-gov-a6ece8fcf4/
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Agent and Broker Marketplace Help Desks
and Call Centers
The table below provides information on the Help Desks available to agents and brokers who assist consumers
through the Federally-facilitated Marketplace (FFM), the types of inquiries handled, contact information, and
hours of operation.
Help Desk Phone # and/or Hours of Operation
Types of Inquiries Handled
Name Email Address (Closed Holidays)
Marketplace Phone: » Centers for Medicare & Medicaid Services Normal Hours:
Service Desk 1-855-CMS-1515 (CMS) Enterprise Portal password resets and Monday − Friday
Phone: account lockouts 8:00 a.m. − 8:00
1-855-267-1515 » Manual identity proofing/Experian issues to p.m. ET
create a new CMS Portal account
» Other CMS Enterprise Portal account issues October −
or error messages November only:
» General registration and training questions Saturday − Sunday
» Login issues on the Direct Enrollment 10:00 a.m. − 3:00
agent/broker landing page p.m. ET
» Technical or system-specific issues related to
the Marketplace Learning Management
System (MLMS)
» User-specific questions about maneuvering
in the MLMS site, or accessing training and
exams
Agent/Broker Email: » General enrollment and compensation Monday − Friday
Email Help FFMProducer- questions 8:00 a.m. − 6:00
Desk AssisterHelpDesk » Escalated general registration and training p.m. ET
@cms.hhs.gov questions
» Agent/Broker Registration Completion List
issues
» Find Local Help questions
» Help On Demand participation instructions
or questions
» Report concerns that a consumer or another
agent or broker has engaged in fraud or
abusive conduct
» Complex consumer application issues- send
description of issue needing resolution and
app ID – do not send Personal Identifiable
Information (PII)
If you have any questions or concerns, please contact the Agent/Broker Email Help Desk at
FFMProducer-AssisterHelpDesk@cms.hhs.gov Updated: May 2024 1
Help Desk Phone # and/or Hours of Operation
Types of Inquiries Handled
Name Email Address (Closed Holidays)
Marketplace Phone: Consumer-specific inquiries or application Monday − Sunday
Call Center 1-855-788-6275 changes: 24 Hours/Day
Agent/Broker Enter your » HealthCare.gov account password resets
Line National » Special enrollment periods not available on
Producer the consumer application
Number (NPN) to » Individual Marketplace eligibility and
access this line. enrollment issues
Marketplace Phone: » Status of a Marketplace eligibility appeal Monday − Friday
Appeals Center 1-855-231-1751 7:00 a.m. − 8:30
TTY: p.m. ET
1-855-739-2231
Small Business Phone: » Inquiries related to SHOP eligibility Monday − Sunday
Health Options 1-800-706-7893 determinations on HealthCare.gov 24 Hours/Day
Program TTY: » Contact the insurance company for most
(SHOP) Call 1-888-201-6445 questions about SHOP plans, such as
Center applications, enrollment, renewal, or
changing or updating coverage
Direct Email: » All inquiries specifically related to Monday − Friday
Enrollment DirectEnrollment becoming and/or operating as a direct 9:00 a.m. − 5:00
Email Help @cms.hhs.gov enrollment web-broker in the Marketplace p.m. ET
Desk
Agent/Broker Email: » Technical or system-specific issues related Monday − Friday
Training and MLMSHelpDesk to the MLMS 9:00 a.m. − 5:30
Registration @cms.hhs.gov » User-specific questions about maneuvering p.m. ET
Email Help in the MLMS site or accessing training and
Desk exams
If you have any questions or concerns, please contact the Agent/Broker Email Help Desk at
FFMProducer-AssisterHelpDesk@cms.hhs.gov Updated: May 2024 2
Useful Websites for Agents and Brokers
The list of websites below contains links to resources to assist agents and brokers with the annual Marketplace
registration process and background information for participating in the FFM.
Resource Description Link
Agents and Brokers Primary outlet for agents and brokers to receive http://go.cms.gov/CCII
Resources Webpage information about working in the Health Insurance OAB
Marketplace; provides the latest news and resources,
including newsletters, webinars, fact sheets, videos, and
tip sheets
HealthCare.gov Official site of the Health Insurance Marketplace; used for https://www.healthcar
researching health coverage choices, eligibility, and e.gov/
enrollment
Marketplace Official Marketplace information source for assisters and https://marketplace.c
Information outreach partners about Marketplace eligibility, financial ms.gov
assistance, enrollment, and more
CMS Enterprise Provides access to the MLMS and allows users to request https://portal.cms.gov
Portal for the FFM Agent/Broker role; the MLMS provides the
Marketplace following functions:
Training and » Complete Marketplace Agent and Broker Registration
Registration and Training
» Sign Marketplace Agent and Broker Agreements
» Access CMS-approved Vendor Training
Agent and Broker Searchable database that allows users to look up their https://data.healthcare
Marketplace Marketplace registration status with the NPN and ZIP .gov/ab-registration-
Registration Tracker Code saved in their MLMS profile for the current plan tracker/
year
Agent and Broker Enables users to search and find the correct NPN to enter https://nipr.com/help/l
National Producer in their MLMS profiles and on Marketplace applications ook-up-your-npn
Number Search Tool
Agent and Broker Public list of agents and brokers who have completed https://data.healthcare
FFM Registration Marketplace registration; used by issuers to verify agents' .gov/ffm_ab_registrati
Completion List and brokers' eligibility for compensation for assisting with on_lists
consumer enrollments
Agent and Broker Public list of agents and brokers who have been https://data.healthcare
FFM Registration suspended or terminated from the Marketplace; used by .gov/ab-suspension-
Termination List issuers to verify agents' and brokers' eligibility for and-termination-list
compensation for assisting with consumer enrollments
If you have any questions or concerns, please contact the Agent/Broker Email Help Desk at
FFMProducer-AssisterHelpDesk@cms.hhs.gov Updated: May 2024 3
Resource Description Link
Find Local Help A tool available on HealthCare.gov that enables https://localhelp.healt
consumers to search for a local, Marketplace- registered hcare.gov/
agent or broker with an active licensure status in a valid
health-related line of authority to assist with Marketplace
enrollment
Help On Demand Consumer assistance and referral system operated by https://www.cms.gov/
Help On Demand that connects consumers seeking CCIIO/Programs-and-
assistance with Marketplace- registered, state-licensed Initiatives/Health-
agents and brokers in their area who can provide Insurance-
immediate assistance with Marketplace plans and Marketplaces/Help-On-
enrollments Demand-for-Agents-
and-Brokers
LinkedIn for Contains posts with announcements, new resources, https://www.linkedin.c
Marketplace Agents upcoming webinars, and more information for om/showcase/cms-ab
and Brokers Marketplace agents and brokers
Issuer & Direct Dynamic list of approved, participating issuers and web- https://www.cms.gov/
Enrollment Partner brokers that offer online resources for agents and CCIIO/Programs-and-
Directory brokers, such as enrollment and client management Initiatives/Health-
functionality; updated regularly with new information Insurance-
Marketplaces/Private-
Partner-
Enrollment.html
Frequently Asked Provides answers to commonly asked questions about https://www.agentbro
Questions (FAQs) for working with the Marketplace and helping clients enroll kerfaq.cms.gov/s/
Agents and Brokers in and maintain their coverage
Agent Broker Video Technical assistance videos to help address common https://bit.ly/3hXLyru
Learning Center questions or topics.
If you have any questions or concerns, please contact the Agent/Broker Email Help Desk at
FFMProducer-AssisterHelpDesk@cms.hhs.gov Updated: May 2024 4
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