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TRANSCRIPT
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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.
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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
CHAPTER 1:
PRIMARY CONTACT ROLE
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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
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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
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Primary Contact Role
Receiving Program Updates from Covered California• To help manage important program communications, Covered
California uses a third party email distribution system known as Sendgrid.
• Because of spam filtering and email blocking, emails sent from systems such as Sendgrid are occasionally flagged as spam by some receiving email systems.
• If your entity has a strict firewall policy, you and your CECs may not receive email communications from Covered California.
**IMPORTANT: Aside from program updates and news, Covered California also uses Sendgrid to email 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.
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Primary Contact Role
Steps to Ensure Email Delivery sent via Sendgrid:
To ensure the successful delivery of all email 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: 198.37.153.60
– Email domain: @ccgrantsandassisters.org
2. Open the following ports on your email server:
– 25, 2525, 587 and 465
– Recommend opening ports 25 and 587 initially
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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
CHAPTER 2:
SYSTEMS AND THEIR USE
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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)
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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:
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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 isuploaded to the IPAS homepage regularly.
• The direct link to the IPAS homepage is: https://ipas.ccgrantsandassisters.org/
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Systems and Their Use
• 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: http://www.coveredca.com/
CoveredCA.com, also known as the California Healthcare Eligibility,
Enrollment, and Retention System (CalHEERS)
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Systems and Their Use
• 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.
Covered California Print ShopCovered California provides printed and other collateral materials available for
purchase through: http://360.kpcorp.com/coveredca/Login.aspx
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Systems and Their Use
Print Shop Resources
Link to webinar on how to attain marketing material for Covered California and
the programs available:
https://attendee.gotowebinar.com/recording/7153602224175612930
Questions related to the Print Shop should be directed to:
For Print Shop User ID/Login assistance e-mail:
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Systems and Their Use
• 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 [email protected]
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: https://learning.coveredca.gov
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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)
CHAPTER 3:
CEE CERTIFICATION AND TRAINING
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CEE CERTIFICATION PROCESS
• Within 2-3 days after application approval, the Primary
Contact will receive an email 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.
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CEE CERTIFICATION PROCESS
• If you have not received the email regarding the CEE
management training, please contact the IPA Program
Support at: [email protected]
• 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
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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 email 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.
CHAPTER 4:
Creating your CEE
CoveredCA.com Account
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CEE COVEREDCA.COM ACCOUNT
• An email from [email protected] with subject:
“Your Certified Enrollment Entity CoveredCA.com login credentials” will
be sent to the email address used when the IPAS application was
created (also known as the User Email).
• The Primary Contact will receive a notification letting them know that
this email was sent.
• Expect to receive this email 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
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CEE COVEREDCA.COM ACCOUNT
• This email 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 email does not arrive in the
allotted time OR you are not the person that created your
CEE’s IPAS account, please contact
** Use the following link for instructions on how to set up your
CoveredCA.com account once you’ve received your verification token email.
How to Activate your CEE CalHEERS Account
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CEE COVEREDCA.COM ACCOUNT
Resending the Verification Token
• If you are unable to locate the Verification Token email or accidentally deleted it, the IPAS account holder can log into IPAS and resend the email to the user on file.
**The system will auto-generate and send the Verification Token email to the user email address on file (email 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 email to you. If you would like to update user information, you must login to IPAS and update this information.
• Please remember that because this email is auto-generated and sent via a third party system called Sendgrid, your entity’s firewall may be blocking the delivery of this email.
• Please check your spam/junk folder and confirm you did not receive the email prior to inquiring further assistance.
**Click here for more information on how to ensure you and your CECs are receiving all email communication from Covered California, including those sent via Sendgrid.
** Use the following guide for instructions on how to resend your verification token email.
How to Resend CEE Verification Token
** Use the following guide for instructions on how to update the user email in IPAS.
How to change or update IPAS User Info
CHAPTER 5:
Building Your Enrollment
Counselor Roster
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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
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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
CHAPTER 6: CEC TRAINING – LEARNING
MANAGEMENT SYSTEM (LMS)
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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 email 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:
https://learning.coveredca.com
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LEARNING MANAGEMENT SYSTEM
The email with login information to LMS will come from the
following email address:
• If the CEC does not receive their LMS credentials in the allotted time, please
instruct them to contact the training department at [email protected].
• Because this email is auto-generated, some email networks might mistakenly tag
it as “spam.” Please ensure that your CECs have checked their spam/junk folder
and have added [email protected] to their “Safe
Senders” list prior to inquiring additional assistance.
• Once the LMS email is received, CECs must log into the system and begin their
training immediately.
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LEARNING MANAGEMENT SYSTEM
Additional information and resources regarding CEC training can be found on the IPAS homepage
CHAPTER 7: TRACKING YOUR CECS’ CERTIFICATION
AND TRAINING PROGRESS
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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
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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
https://ipas.ccgrantsandassisters.org/ 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
CHAPTER 8:
CoveredCA.com Accounts
for CECs
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COVEREDCA.COM ACCOUNTS FOR CECS
Delegation Code:
• The CEC will receive an email 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
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COVEREDCA.COM ACCOUNTS FOR CECS
Delegation Code:The delegation code email will come from the following email address:
[email protected] 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 email 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 email.
• Remember that this email is auto-generated and sent via a third party system called
Sendgrid. If your CEE’s email network has a strict firewall policy, emails 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 email
communication from Covered California, including those sent via Sendgrid.
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COVEREDCA.COM ACCOUNT FOR CECS
Resending Your CEC’s Delegation Code
• If the CEC is unable to locate the Delegation Code email, or
accidentally deleted it, the Primary Contact can log into IPAS and
use the “Resend Delegation Code” feature to resend the email.
** Use the following link for instructions on how to resend your CEC’s delegation code
email.
How to Resend CEC Delegation Code
& Troubleshoot Bounced Emails
For any additional assistance, please contact
CHAPTER 9:
Badges
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IDENTIFICATION BADGES
• A CEC badge is issued once the CEC has:
– Completed all required training
– Received background clearance
– Been issued their delegation code email
– Is affiliated with an Active CEE
– Badge photo has been uploaded to IPAS
• The Primary Contact will receive an email when
their CECs have been certified.
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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
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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
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IDENTIFICATION BADGES
Badge Replacement Information
• 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 email IPA Program Support at [email protected] if you have any questions.
CHAPTER 10:
Using the CEE Dashboard
on CoveredCA.com
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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 26- 29 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.
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CEE DASHBOARD
CEEs can lookup consumers that are
currently being assisted by their CECs
This is what the CEE Dashboard homepage looks like.
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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 43- 46 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.
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CEC DASHBOARD HOMEPAGE
This is what the Certified Enrollment Counselor Dashboard homepage
looks like.
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The following definitions explain the different terms used to track a
consumer’s enrollment status with Covered California:
CHAPTER 11:
CEE COMPENSATION
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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.
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CEE Payments
• 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
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
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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
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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: https://ipas.ccgrantsandassisters.org/
CHAPTER 12:
RECAP OF RESOURCES
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Recap of Resources
IPAS Home page: https://ipas.ccgrantsandassisters.org/
• The CEE Application login page• Houses CEE/CEC resources, such as: FAQs, Webinar Recordings, Job Aids, Forms, Worksheets,
and Training Information
Covered California (CalHEERS): http://www.coveredca.com/
• 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: http://360.kpcorp.com/coveredca/Login.aspx
• Site where CEEs can order collateral material from Covered California• Email questions about materials and orders• Request assistance logging in
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Additional Resources
PRIMARY POINTS OF CONTACT:
CEE/CEC HELP LINE at 1-855-324-3147 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: 1-800-300-1506 Mon – Fri, 8 a.m. – 6 p.m., Sat 8 a.m. – 5 p.m.Covered California operated call center,
supporting activities related to:
All CEC Helpline issues that arise outside of the business hours of the CEC
Helpline
E-MAIL SUPPORT FOR IPAS: [email protected]
To assist CEEs/CECs in activities related to:
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
CEC TRAINING HELP DESK: [email protected] dedicated to assist CECs in activities
related to:
Learning Management System (LMS) access
Training requirements, status and progress
PRINT SHOP RESOURCES: [email protected]
Active CEEs can purchase marketing material
to support enrollment assistance services.
Access the print shop at: http://360.kpcorp.com/coveredca/Login.aspx
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Additional Resources
KEY PROGRAM RESOURCES AVAILABLE ON IPAS
Payment Questions and Payment Reconciliation
Form
https://ipas.ccgrantsandassisters.org/
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 Resource Page
https://ipas.ccgrantsandassisters.org/
Program home page that list a wealth of program resources, including: Job Aids,
FAQs, Welcome to Answers and other important information
Program Webinars
Index of all program webinars
Index of all program webinar and topic areas covered, includes links to webinar
recording and presentation slides
Tips of the Week E-mails
Index of all weekly emails
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 Required form, CECs must submit
Criminal Disclosure FormRequired form, CECs must submit. Required to use pre-populated form in IPAS
exported from CEE application by primary contact
Live Scan Request FormOfficial CEC Live Scan Request Form. Required to use pre-populated form in IPAS
exported from CEE application by primary contact
Live Scan Locations Locate nearest Covered California approved location for Live Scan processing
Contact Live Scan at (877) 288-5519 or
[email protected] with questions regarding fingerprinting or background check
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Additional Resources
OTHER RESOURCES
Federal health care reform www.healthcare.gov
Office of the Patient Advocate www.opa.ca.gov
The Centers for Medicare and Medicaid Services’
Center for Consumer Information and Insurance
Oversight
http://cciio.cms.gov/
California Health Benefit Exchange www.healthexchange.ca.gov
Department of Managed Health Care (DMHC) and
its programs
www.dmhc.ca.gov
California Department of Insurance www.insurance.ca.gov