Your organization s Certified Enrollment Entity (CEE) application identified you as the Primary Contact.

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2 WELCOME Welcome to Covered California! Your organization s Certified Enrollment Entity (CEE) application identified you as the Primary Contact. This presentation will help you get oriented and provide you with tools to assist you in this role. 2

3 TOPICS COVERED Chapter Topic 1 Primary Contact Role 2 Systems and Their Use 3 CEE Certification and Training 4 Creating your CEE CoveredCA.com Account 5 Building Your Enrollment Counselor 6 CEC Training- Learning Management System 7 Tracking Your CEC s Certification and Training 8 CoveredCA.com Accounts for CECs 9 Badges 10 Using the CEE and CEC Dashboards in CoveredCA.com 11 CEE Reimbursement 12 Recap of Resources 3

4 CHAPTER 1: PRIMARY CONTACT ROLE

5 PRIMARY CONTACT ROLE As the Primary Contact for the In-Person Assistance Program, you will be the main point of contact between Covered California and your organization related to: The certification process for your counselors Managing information for your organization and affiliated counselors in our online system Consumer enrollment activities Program compensation Keeping your Certified Enrollment Counselors (CECs) informed of program tools, resources and updates 5

6 Primary Contact Role Important aspects of your role: Interact with all CECs to collect, enter, and upload all their information into the online system (known as IPAS) Complete the CEE Management Training Create account to view your entity s CoveredCA.com dashboard and manage counselor enrollments Participate in bi-weekly webinars Disseminate program information to your CECs Keep ALL information up to date in IPAS Ensure adherence to program policies The more counselors affiliated with your organization, the more involved the primary contact role will be 6

7 Primary Contact Role Receiving Program Updates from Covered California To help manage important program communications, Covered California uses a third party distribution system known as Sendgrid. Because of spam filtering and blocking, s sent from systems such as Sendgrid are occasionally flagged as spam by some receiving systems. If your entity has a strict firewall policy, you and your CECs may not receive communications from Covered California. **IMPORTANT: Aside from program updates and news, Covered California also uses Sendgrid to important information needed to complete certification requirements for you and your CECs, such as, your CEE Management Training, CEE verification token to create your account with Covered California, CEC certification training, and CEC delegation code to create their account with Covered California. 7

8 Primary Contact Role Steps to Ensure Delivery sent via Sendgrid: To ensure the successful delivery of all communications from Covered California, we suggest the following information is shared with your IT Department for further action. 1. White list the following: Sendgrid IP address: Open the following ports on your server: 25, 2525, 587 and 465 Recommend opening ports 25 and 587 initially 8

9 Primary Contact Role If you would like to submit any updates or changes to your CEE s Primary Contact role, please complete a Change Request Form and upload it to My Files in IPAS. ** Use the following link to access the Change Request Form: Change Request Form ** Use the following link for instruction on how to use the My Files feature in IPAS: Step by Step Guide_My Files 9

10 CHAPTER 2: SYSTEMS AND THEIR USE

11 Systems and Their Use There are four (4) systems that CEEs should become familiar with. These systems include: In-Person Administrative System (IPAS) CoveredCA.com (CalHEERS) Covered California Print Store Learning Management System (LMS) 11

12 Systems and Their Use In-Person Administrative System (IPAS) IPAS allows organizations to register online as an interested enrollment entity IPAS provides a means for CEE to register individuals interested in becoming a CEC IPAS is used to manage information relative to the CEE, such as: entity contacts, enrollment site information, and changes in their counselor roster IPAS houses the CEE Status Board, which allows CEEs to track the certification progress of all individuals in their counselor roster. To view your CEE Status Board, simply log in to your IPAS account and click on the speedometer icon, as follows: 12

13 Systems and Their Use In-Person Administrative System (IPAS) The IPAS homepage also houses additional information and resources for CEEs and their affiliated CECs. **Make sure you frequent this page as new information is uploaded to the IPAS homepage regularly. The direct link to the IPAS homepage is: ers.org/ 13

14 Systems and Their Use CoveredCA.com, also known as the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) This system is an online portal that allows individuals and small businesses to sign up for health care coverage through Covered California or Medi-Cal. The CECs affiliated with your CEE will use this system to enroll consumers in Covered California health plans. CEEs will use this system to monitor CEC enrollment activities The direct link to this site is: 14

15 Systems and Their Use Covered California Print Shop Covered California provides printed and other collateral materials available for purchase through: Once a CEE becomes Active on CoveredCA.com, the PC (or IPAS user) will receive Print Store credentials from Covered California. A CEE is considered Active once their IPAS application is approved, the PC completes the CEE Management Training, and there is at least 1(one) active CEC on their roster. CEEs are allotted a quarterly budget to purchase collateral material based on funding availability. Amounts allotted to each CEE can be found online by logging in to their CEE Print Shop account. 15

16 Systems and Their Use Print Shop Resources Link to webinar on how to attain marketing material for Covered California and the programs available: Questions related to the Print Shop should be directed to: For Print Shop User ID/Login assistance 16

17 Systems and Their Use Learning Management System (LMS) This system is an online training site used to administer and track CEC s training and examination progress. The LMS can be accessed at: All individuals in your CEE s counselor roster must complete their certification training and pass an exam via the LMS as part of their certification process. As the Primary Contact you will not have access to this system, but it is important that you understand its purpose to help you better manage your CEC s certification progress. Questions regarding LMS should be directed to CCULearning@covered.ca.gov 17

18 Systems and Their Use Internet Browsers If you experience difficulties with any of the systems mentioned previously, try clearing your browser history and logging back into the system ** For instructions on how to clear your browser history, click on the following link Tips of the Week: Clear Browser History If that doesn t work, try switching to a different browser Mozilla Firefox Chrome Internet Explorer ** Note: Avoid using Internet Explorer when accessing the Learning Management System (LMS) 18

19 CHAPTER 3: CEE CERTIFICATION AND TRAINING

20 CEE CERTIFICATION PROCESS Within 2-3 days after application approval, the Primary Contact will receive an with a link to complete the CEE Management Training online. The Primary Contact is required to complete the CEE Management Training as part of their registration process. Upon completion of the CEE Management Training, the PC must upload the CEE Management Training Completion Form to their My Files in IPAS. 20

21 CEE CERTIFICATION PROCESS If you have not received the regarding the CEE management training, please contact the IPA Program Support at: The CEE Management Training and the CEE Management Training Completion Form can also be found on the IPAS homepage or by clicking on the following links: CEE Management Training CEE Management Training Completion Form 21

22 CEE CERTIFICATION PROCESS ONCE THE PRIMARY CONTACT COMPLETES THE CEE MANAGEMENT TRAINING: The CEE will be provided with their 10 digit entity ID number (also known as your CEE certification number) The CEE will receive an with login information for CoveredCA.com (also known as your verification token) to help you set up your CoveredCA.com account, used to track your counselor s enrollment activity. 22

23 CHAPTER 4: Creating your CEE CoveredCA.com Account

24 CEE COVEREDCA.COM ACCOUNT An from with subject: Your Certified Enrollment Entity CoveredCA.com login credentials will be sent to the address used when the IPAS application was created (also known as the User ). The Primary Contact will receive a notification letting them know that this was sent. Expect to receive this within 3-5 business days after your entity has been set to Active. A CEE is set to Active once both of the following requirements are met: 1. The Primary Contact has completed the CEE Management Training AND uploaded the CEE Management Completion Form to their My Files in IPAS 2. The CEE has at least one fully certified CEC 24

25 CEE COVEREDCA.COM ACCOUNT This will contain your verification token (an 8- character key) and a link to access your CoveredCA.com credentials to help you set up your account. If your verification token does not arrive in the allotted time OR you are not the person that created your CEE s IPAS account, please contact IPASupport@ccgrantsandassisters.org. ** Use the following link for instructions on how to set up your CoveredCA.com account once you ve received your verification token . How to Activate your CEE CalHEERS Account 25

26 Resending the Verification Token CEE COVEREDCA.COM ACCOUNT If you are unable to locate the Verification Token or accidentally deleted it, the IPAS account holder can log into IPAS and resend the to the user on file. **The system will auto-generate and send the Verification Token to the user address on file ( used to create the IPAS application). If you are not the person who originally created the IPAS application, check with the individual who created the application and have them forward that to you. If you would like to update user information, you must login to IPAS and update this information. ** Use the following guide for instructions on how to resend your verification token . How to Resend CEE Verification Token ** Use the following guide for instructions on how to update the user in IPAS. How to change or update IPAS User Info Please remember that because this is auto-generated and sent via a third party system called Sendgrid, your entity s firewall may be blocking the delivery of this . Please check your spam/junk folder and confirm you did not receive the prior to inquiring further assistance. **Click here for more information on how to ensure you and your CECs are receiving all communication from Covered California, including those sent via Sendgrid. 26

27 CHAPTER 5: Building Your Enrollment Counselor Roster

28 ENROLLMENT COUNSELOR ROSTER Your enrollment counselor roster is located in your IPAS account and houses all your active CECs and all your prospective CECs. You can begin building your counselor roster in parallel with your CEE s training. Counselor candidates can be added to your application by clicking the Add Certified Enrollment Counselor link in IPAS. Never attempt to add individuals to your CalHEERS profile. Use the following link for instructions on how to add counselors to your roster: Adding CECs and Dual Affiliates 28

29 ENROLLMENT COUNSELOR ROSTER There are two forms that prospect counselors must complete to begin the background check process include: the Request for Live Scan Form and the Criminal Disclosure Form. These forms are only available in IPAS. The primary contact MUST download them by following these steps: 1. Log into IPAS 2. Click Entity Application 3. Click Certified Enrollment Counselors 4. Click Download Forms * The Download Forms link will become available ONLY when the status next to the CEC s name reads Complete. A Complete status is triggered when all application fields are complete AND a CEC Agreement is uploaded to the counselor s profile. IMPORTANT: These forms are personalized and should be downloaded separately for each individual. DO NOT share forms between individuals. Pre-populated forms are required to complete the background check. The prospect counselor MUST be provided with: Two (2) copies of the pre-populated Request for Live Scan Form and One (1) copy of the pre-populated Criminal Disclosure Form. IMPORTANT: The individual applying to become a Certified Enrollment Counselor MUST complete the Criminal Disclosure form and fax it directly to Covered California. Other than the individual applicant, no one may view, collect, or submit this form. ** Use the following link for instructions on how to download the required pre-populated background forms: Accessing Background Clearance Forms 29

30 CHAPTER 6: CEC TRAINING LEARNING MANAGEMENT SYSTEM (LMS)

31 LEARNING MANAGEMENT SYSTEM The Learning Management System (LMS) is the online training system used by Covered California. All prospect CECs are required to complete the Computer- Based Training (CBT) modules assigned to their LMS profile and pass the corresponding exam. The CEC can expect to receive an with LMS credentials 3-5 days after their status has been set to Ready for Training. **A CEC is set to Ready for Training once their CEC Agreement and badge photo have been uploaded and approved. The direct link to the LMS training site is: 31

32 LEARNING MANAGEMENT SYSTEM The with login information to LMS will come from the following address: If the CEC does not receive their LMS credentials in the allotted time, please instruct them to contact the training department at Because this is auto-generated, some networks might mistakenly tag it as spam. Please ensure that your CECs have checked their spam/junk folder and have added to their Safe Senders list prior to inquiring additional assistance. Once the LMS is received, CECs must log into the system and begin their training immediately. 32

33 LEARNING MANAGEMENT SYSTEM Additional information and resources regarding CEC training can be found on the IPAS homepage 33

34 CHAPTER 7: TRACKING YOUR CECS CERTIFICATION AND TRAINING PROGRESS

35 TRACKING YOUR CEC S CERTIFICATION AND TRAINING PROGRESS The Primary Contact is responsible for monitoring the certification and training process of their enrollment counselors. Enrollment Counselors will be certified after meeting the following requirements: Individual is affiliated with an Active CEE Individual submits a completed CEC agreement Individual completes the Certification Training and passes the CEC Exam via LMS Individual receives background clearance 35

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37 TRACKING YOUR CEC S CERTIFICATION AND TRAINING PROGRESS CEE Status Board The CEE status board is available in IPAS and allows the entity to track the certification process of all individuals in their counselor roster. To view your CEE Status board, simply login to your IPAS account at and click on the speedometer icon as shown on the screen shot below. ** Use the following link for instruction on how to navigate the CEE/CEC Status Board: IPAS Entity Status Board_CEE Process Guide 37

38 CHAPTER 8: CoveredCA.com Accounts for CECs

39 COVEREDCA.COM ACCOUNTS FOR CECS Delegation Code: The CEC will receive an with a delegation code and additional information to create an account with Covered California 3-5 business days after the CEC s status is set to Certified. A CEC is set to Certified once they meet all of the following requirements: Cleared background check Completed all training requirements Passed certification exam Are affiliated with an Active entity 39

40 COVEREDCA.COM ACCOUNTS FOR CECS Delegation Code: The delegation code will come from the following address: with subject: Information to set up your user account in CoveredCA.com **Upon receipt of a delegation code, share the following link with your CECs for instruction on how to create an account with Covered California. Creating CEC CoveredCA Account If the CEC s delegation code does not arrive in the allotted time: Please instruct your CECs to check their spam/junk folder prior to inquiring further assistance regarding their delegation code . Remember that this is auto-generated and sent via a third party system called Sendgrid. If your CEE s network has a strict firewall policy, s sent from Sendgrid may be bouncing. In this case check with your I.T. department **Click here for more information on how to ensure you and your CECs are receiving all communication from Covered California, including those sent via Sendgrid. 40

41 COVEREDCA.COM ACCOUNT FOR CECS Resending Your CEC s Delegation Code If the CEC is unable to locate the Delegation Code , or accidentally deleted it, the Primary Contact can log into IPAS and use the Resend Delegation Code feature to resend the . ** Use the following link for instructions on how to resend your CEC s delegation code . How to Resend CEC Delegation Code & Troubleshoot Bounced s For any additional assistance, please contact IPASupport@ccgrantsandassisters.org. 41

42 CHAPTER 9: Badges

43 IDENTIFICATION BADGES A CEC badge is issued once the CEC has: Completed all required training Received background clearance Been issued their delegation code Is affiliated with an Active CEE Badge photo has been uploaded to IPAS The Primary Contact will receive an when their CECs have been certified. 43

44 IDENTIFICATION BADGES CECs are required to wear their identification badge when assisting consumers. CECs are not allowed to enroll consumers without a CEC badge. The CEE must upload the CEC s photo when adding the CEC to the counselor roster in IPAS. ** Use the following link for instructions on how to upload a photo. How to upload CEC Badge Photo on IPAS 44

45 IDENTIFICATION BADGES Badge Photo Information: Photos must be: Passport-style (shoulders up) No hats, sunglasses or anything covering the face Upright and front facing In color and of high quality and between 70MB- 140MB Below are examples of acceptable photos 45

46 Badge Replacement Information IDENTIFICATION BADGES Generally, CECs are allowed up to two free badge replacements before being charged a processing fee. To request a replacement badge, complete the Replacement Badge Request Form found here and upload it to My Files in IPAS or follow the instructions found here. Please IPA Program Support at IPAsupport@ccgrantsandassisters.org if you have any questions. 46

47 CHAPTER 10: Using the CEE Dashboard on CoveredCA.com

48 CEE DASHBOARD Certified Enrollment Entity Dashboard: The CEE dashboard is accessed by logging into the CEE s CoveredCA.com account that was created with the verification token they received (refer to slides for details). Once logged in, CEEs can view the list of applications in the queue, but not the applications themselves. For example: if a CEC is no longer affiliated with your entity, or if the CEC is going on leave, you will want to confirm there are no pending applications on their dashboard by checking your CEE Dashboard CEEs can access the CEE dashboard to compare CEC applications to the Payment Remittance Notice. ** The Remittance Notice is the summary of payments your CEE receives from Covered California after each payment. 48

49 CEE DASHBOARD This is what the CEE Dashboard homepage looks like. CEEs can lookup consumers that are currently being assisted by their CECs 49

50 CEC DASHBOARD Certified Enrollment Counselor Dashboard: The CEC dashboard is accessed by logging into the CEC s CoveredCA.com account that was created with the delegation code (refer to slides for details). The CEC dashboard keeps track of any consumers who have delegated their application to the CEC and are pending assistance and consumers who are currently being assisted. CECs can assist new consumers with their online application via the Add New Individual button located on the CEC Dashboard. 50

51 CEC DASHBOARD HOMEPAGE This is what the Certified Enrollment Counselor Dashboard homepage looks like. 51

52 The following definitions explain the different terms used to track a consumer s enrollment status with Covered California: 52

53 CHAPTER 11: CEE COMPENSATION

54 CEE Payment Guidelines For CEEs to receive compensation: The consumer s application must be completed by a CEC who is affiliated with your entity. The consumer s application must be delegated by the consumer to a CEC who is affiliated with your entity. The delegation must be accepted by the CEC prior to the consumer s coverage effectuation date. The consumer s first monthly premium must be PAID IN FULL to the Covered California Health Insurance Company and reported back to Covered California by the insurance company. 54

55 CEE Payments Program Eligibility Payment Amount Covered CA Health Plan $58 from Covered California Medi-Cal $58 from DHCS Mixed Household (Medi-Cal + APTC/CSR) $29 from DHCS $29 from Covered California To receive payment for the Medi-Cal application: At least one person on the application has to be eligible for Medi-Cal At least one person on the application did not have Medi-Cal in previous 12 months Applicant cannot have had Medi-Cal in the 12 months preceding the application month 55

56 Compensation Timeline Compensation is paid directly to the Certified Enrollment Entity Compensation to the CECs is determined by the Certified Enrollment Entity The CEE will receive a summary of payment letter (remittance notice) that details effectuated counselor enrollments **Please Note: Compensation details are subject to change for the upcoming Open Enrollment period 56

57 PAYMENT RECONCILIATION WORKSHEET Any discrepancies between the CEE Dashboard and Remittance Notice should be reported through the Payment Reconciliation Form The form is available on the IPAS homepage: 57

58 CHAPTER 12: RECAP OF RESOURCES

59 Recap of Resources IPAS Home page: The CEE Application login page Houses CEE/CEC resources, such as: FAQs, Webinar Recordings, Job Aids, Forms, Worksheets, and Training Information Covered California (CalHEERS): Houses CEEs and CECs Covered California dashboard accounts Where consumers enroll into a Covered California health plan Where consumers can use the Find Local Help feature to find in-person assistance with their online application Print Shop: Site where CEEs can order collateral material from Covered California questions about materials and orders Request assistance logging in 59

60 Additional Resources PRIMARY POINTS OF CONTACT: CEE/CEC HELP LINE at Mon Fri, 8 a.m. 5 p.m. Call center line dedicated to CEEs and CECs. Provides support related to: General CoveredCA.com questions and system errors CoveredCA.com login issues CoveredCA.com CEE dashboard CEE payment inquiries and Reconciliation Form Interpreting CoveredCA eligibility results Troubleshooting all issues with CoveredCA new applications, change requests for current applications, and renewals of applications CoveredCA CEC PIN resets COVERED CALIFORNIA SERVICE CENTER: Mon Fri, 8 a.m. 6 p.m., Sat 8 a.m. 5 p.m. Covered California operated call center, supporting activities related to: SUPPORT FOR IPAS: IPAsupport@ccgrantsandassisters.org To assist CEEs/CECs in activities related to: CEC TRAINING HELP DESK: CCULearning@covered.ca.gov dedicated to assist CECs in activities related to: PRINT SHOP RESOURCES: m360support2@kpcorp.com Active CEEs can purchase marketing material to support enrollment assistance services. All CEC Helpline issues that arise outside of the business hours of the CEC Helpline Adding or withdrawing CECs from an entity Reporting changes to an entity s contacts or sites Updating the Find Help Near You information on CoveredCA.com CEC certification status Learning Management System (LMS) access Training requirements, status and progress Access the print shop at: 60

61 Additional Resources KEY PROGRAM RESOURCES AVAILABLE ON IPAS Payment Questions and Payment Reconciliation Form Program Resource Page Program Webinars Index of all program webinars Tips of the Week s Index of all weekly s For information on payments review the 2/20/14 payment webinar. If the CEE determines they did not receive payment for all applications effectuated by appropriate date, download and complete the payment reconciliation form. Program home page that list a wealth of program resources, including: Job Aids, FAQs, Welcome to Answers and other important information Index of all program webinar and topic areas covered, includes links to webinar recording and presentation slides These newsletters are equipped with the latest program updates, resources and announcements related to CEEs and CECs and their role with Covered California. CEC INFORMATION CEC Agreement Criminal Disclosure Form Live Scan Request Form Live Scan Locations Contact Live Scan at (877) or coveredca@capitallivescan.com Required form, CECs must submit Required form, CECs must submit. Required to use pre-populated form in IPAS exported from CEE application by primary contact Official CEC Live Scan Request Form. Required to use pre-populated form in IPAS exported from CEE application by primary contact Locate nearest Covered California approved location for Live Scan processing with questions regarding fingerprinting or background check 61

62 Additional Resources OTHER RESOURCES Federal health care reform Office of the Patient Advocate The Centers for Medicare and Medicaid Services Center for Consumer Information and Insurance Oversight California Health Benefit Exchange Department of Managed Health Care (DMHC) and its programs California Department of Insurance 62