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TRANSCRIPT
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WELCOME
Welcome to Covered California!
Your organization’s Entity 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 Entity Certification and Training
4 Creating your Entity CoveredCA.com Account
5 Building Your Enrollment Counselor
6 Counselor Training- Learning Management System
7 Tracking Your Counselor’s Certification and Training
8 CoveredCA.com Accounts for Counselors
9 Badges
10 Using the Entity and Counselor Dashboards in CoveredCA.com
11 Recap of Resources
CHAPTER 1:
PRIMARY CONTACT ROLE
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PRIMARY CONTACT ROLE
As the Primary Contact for the Enrollment 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
• Keeping your Counselors informed of program tools, resources and updates
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Primary Contact Role
Important aspects of your role:• Interact with all Counselors to collect, enter, and upload all their information into
the online system (known as IPAS)
• Complete the Entity Management Training
• Create account to view your entity’s CoveredCA.com dashboard and manage
counselor enrollments
• Participate in monthly webinars
• Disseminate program information to your Counselors
• 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 Counselors 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 Counselors, such as, your Entity Management Training, Entity verification token to create your account with Covered California, and Counselor 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
Entity’s Primary Contact role, please complete a Change
Request Form and upload it to “My Files” in IPAS.
Use following link to access Change Request Form:
Change Request Form
Use following link for instruction to use the “My Files” feature in IPAS:
How to Upload and Download in My Files
CHAPTER 2:
SYSTEMS AND THEIR USE
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Systems and Their Use
There are four (4) systems Entities 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 the Entity to register individuals interested
in becoming a Counselor
• IPAS is used to manage information relative to the Entity, such as:
entity contacts, enrollment site information, and changes in counselor
roster
• IPAS houses the Entity Status Board, allowing Entities to track the
certification progress of all individuals in the counselor roster. To view
your Entity Status Board, simply log in to your IPAS account and click
on the Entity Status Report tab
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Systems and Their Use
In-Person Administrative System (IPAS)
• The IPAS homepage also houses additional information and resources for
Entities and their affiliated Counselors
**Make sure you frequent this page as new information is uploaded 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 Counselors affiliated with your Entity will use this system to enroll consumers in Covered California health plans
• Entities will use this system to monitor Counselor 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 an Entity becomes Active on CoveredCA.com, the PC (or IPAS user) will receive Print Store credentials from Covered California
– An Entity is considered Active once their IPAS application is approved, the PC completes the Entity Management Training, and there is at least 1(one) active Counselor on their roster
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 Entity’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 Counselor’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 Counselor’s
training and examination progress. The LMS can be accessed at
https://learning.coveredca.gov , but only counselors have access.
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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 how to clear your browser history, click on the following link
How to 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:
ENTITY CERTIFICATION
AND TRAINING
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ENTITY CERTIFICATION PROCESS
• Within 2-3 days after application approval, the Primary
Contact will receive an email with a link to complete
the Entity Management Training online
• The Primary Contact is required to complete the Entity
Management Training as part of their registration
process
• Upon completion of the Entity Management Training,
the PC must upload the Entity Management Training
Completion Form to their “My Files” in IPAS
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ENTITY CERTIFICATION PROCESS
• If you have not received the email regarding the Entity
management training, please contact Enrollment
Assistance Program Support at:
• The Entity Management Training and the Entity
Management Training Completion Form can also be found
on the IPAS homepage or by clicking on the following
links: – Entity Management Training
– Entity Management Training Completion Form
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ENTITY CERTIFICATION PROCESS
ONCE THE PRIMARY CONTACT COMPLETES THE
ENTITY MANAGEMENT TRAINING:
• The Entity will be provided with their 10 digit entity ID
number (also known as your Entity certification number)
• The Entity 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 Entity
CoveredCA.com Account
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ENTITY COVEREDCA.COM ACCOUNT
• An email from [email protected] with subject:
“Your 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”
An Entity is set to “Active” once both of the following requirements are met:
1. The Primary Contact has completed the Entity Management Training
AND uploaded the Entity Management Completion Form to their “My
Files” in IPAS
2. The Entity has at least one fully Certified Counselor
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ENTITY 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
Entity’s IPAS account, please contact
** Use the following link for instructions how to set up your CoveredCA.com
account once you’ve received your verification token email.
How to Activate your Entity CalHEERS Account
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ENTITY 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 Counselors 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 Entity 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 Counselors and all your
prospective Counselors
• You can begin building your counselor roster in parallel with
your Entity’s training
• Counselor candidates can be added to your application by
clicking the ‘Adding New Counselors’ link in IPAS. Never
attempt to add individuals to your CalHEERS profile
Use following link for instructions on how to add counselors to
your roster: Adding a Counselor and Submitting Required
Documents
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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 Counselors
4. Click Download Forms *
•The “Download Forms” link will become available ONLY when the status next to the Counselor’s name reads “Complete.” A “Complete” status is triggered when all application fields are complete AND a Counselor 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 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: Counselor 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 Counselors are required to complete the
Computer-Based Training (CBT) modules assigned to their
LMS profile and pass the corresponding exam
• The Counselor can expect to receive an email with LMS
credentials 3-5 days after their status has been set to “Ready
for Training”**A Counselor is set to “Ready for Training” once their Counselor 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 Counselor 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 Counselors 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, Counselors must log into the system and begin
their training immediately
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LEARNING MANAGEMENT SYSTEM
Additional information and resources regarding Counselor training can be found on the IPAS homepage.
CHAPTER 7: TRACKING COUNSELOR CERTIFICATION
AND TRAINING PROGRESS
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TRACKING YOUR COUNSELOR’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 Entity
– Individual submits a completed Counselor Agreement
– Individual has passport-style photo uploaded to their Profile Information in IPAS
– Individual completes the Certification Training and passes the Counselor Exam via LMS
– Individual receives background clearance
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TRACKING COUNSELOR CERTIFICATION
AND TRAINING PROGRESS
Entity Status Board• The Entity 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 Entity Status board, simply login to your IPAS account at
https://ipas.ccgrantsandassisters.org/ and click on the Entity Status Report
tab as shown on the screenshot below
** Use the following link for instruction on how to navigate the Counselor Status
Board: IPAS Entity Status Board Overview
CHAPTER 8:
CoveredCA.com Accounts
for Counselors
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COVEREDCA.COM ACCOUNTS FOR COUNSELORS
Delegation Code:
• The Counselor will receive an email with a delegation code and
additional information to create an account with Covered California 3-5
business days after the Counselor’s status is set to “Certified”
• A Counselor is set to “Certified” once they meet all of the following
requirements:
• Cleared background check
• Completed all training requirements
• Passport-style badge photo uploaded to IPAS
• Passed certification exam
• Are affiliated with an Active entity
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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 Counselors for
instruction on how to create an account with Covered California.
Creating Counselor CoveredCA Account
If the Counselor’s delegation code email does not arrive in the allotted time:
• Please instruct your Counselors 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 Entity’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 Counselors are receiving all email
communication from Covered California, including those sent via Sendgrid.
COVEREDCA.COM ACCOUNTS FOR COUNSELORS
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Resending Your Counselor’s Delegation Code
• If the Counselor 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 Counselor’s delegation
code email.
How to Resend Counselor Delegation Code
and Troubleshoot Bounced Emails
For any additional assistance, please contact
COVEREDCA.COM ACCOUNTS FOR COUNSELORS
CHAPTER 9:
Badges
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IDENTIFICATION BADGES
A Counselor badge is issued once the Counselor
has:
– Completed all required training
– Received background clearance
– Been issued their delegation code email
– Is affiliated with an Active Entity
– Badge photo has been uploaded to IPAS
*The Primary Contact will receive an email when their
Counselors have been certified.
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IDENTIFICATION BADGES
• Counselors are required to wear their identification
badge when assisting consumers. Counselors are
not allowed to enroll consumers without a
Counselor badge
• The Entity must upload the Counselor’s photo
when adding them to the counselor roster in IPAS
** Use the following link for instructions on how to upload a photo.
How to upload Counselor 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, Counselors 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 Entity Dashboard
on CoveredCA.com
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ENTITY DASHBOARD
Entity CoveredCA.com Dashboard:
• The Entity dashboard is accessed by logging into the Entity’s
CoveredCA.com account that was created with the verification
token they received (refer to slides 240-26 for details)
• Once logged in, Entities can view the list of applications in the
queue, but not the applications themselves
• For example: if a Counselor is no longer affiliated with your entity, or if
the Counselor is going on leave, you will want to confirm there are no
pending applications on their dashboard by checking your Entity
Dashboard
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ENTITY DASHBOARD
This is what the Entity Dashboard homepage looks like.
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COUNSELOR DASHBOARD
Counselor Dashboard:
• Counselor’s can access the dashboard by logging into
the Counselor’s CoveredCA.com account that was
created with the delegation code (refer to slides 39-41for details)
• The Counselor dashboard keeps track of any consumers
who have delegated their application to the Counselor
and are pending assistance and consumers who are
currently being assisted
• Counselors can assist new consumers with their online
application via the “Add New Individual” button located
on the Counselor Dashboard
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COUNSELOR DASHBOARD HOMEPAGE
This is what the 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:
RECAP OF RESOURCES
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Recap of Resources
IPAS Home page: https://ipas.ccgrantsandassisters.org/
• The Entity Application login page• Houses Entity/Counselor resources, such as: FAQs, Webinar Recordings, Job Aids, Forms,
Worksheets, and Training Information
Covered California (CalHEERS): http://www.coveredca.com/
• Houses Entity and Counselor Covered California dashboard accounts• Where consumers enroll into a Covered California health plan• Where consumers can use the “Find Local Help” feature to find enrollment assistance with their
online application
Print Shop: http://360.kpcorp.com/coveredca/Login.aspx
• Site where Entities 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:
CEC/PBE HELP LINE at 1-855-324-3147 Mon – Fri, 8 a.m. – 8 p.m.
Call center line dedicated to Entities and
Counselors. Provides support related to:
General CoveredCA.com questions and system errors
CoveredCA.com login issues
CoveredCA.com Entity dashboard
Entity 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 Counselor PIN resets
E-MAIL SUPPORT FOR IPAS: [email protected]
To assist Entities/Counselors in activities
related to:
Adding or withdrawing Counselors from an entity
Reporting changes to an entity’s contacts or sites
Updating the “Find Help Near You” information on CoveredCA.com
Counselor certification status
COUNSELOR TRAINING HELP DESK: [email protected] dedicated to assist Counselors in
activities related to:
Learning Management System (LMS) access
Training requirements, status and progress
PRINT SHOP RESOURCES: [email protected]
Active Entities 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
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
Community Partner Communications
Index of all Partner Communications
These newsletters are equipped with the latest program updates, resources and
announcements related to Entities and Counselors and their role with Covered
California.
COUNSELOR INFORMATION
Certified Application Counselor
Application/AgreementRequired form, Counselors must submit
Criminal Disclosure FormRequired form, Counselors must submit. Required to use pre-populated form in IPAS
exported from Entity application by primary contact
Live Scan Request FormOfficial Counselor Live Scan Request Form. Required to use pre-populated form in
IPAS exported from Entity 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