2. 2 W ELCOME 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.

3. 3 T OPICS C OVERED ChapterTopic 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

4. CHAPTER 1: P RIMARY C ONTACT R OLE

5. 5 P RIMARY C ONTACT R OLE 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

6. 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

7. 7 Primary Contact Role Receiving Program Updates from Covered California To help manage of 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 system. 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.

8. 8 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

9. 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 document to access the Change Request Form: ** Use the following document for instruction on how to use the “My Files” feature in IPAS:

10. CHAPTER 2: S YSTEMS AND T HEIR U SE

11. 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)

12. 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 login to your IPAS account and click on the speedometer icon, as follows:

13. 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: https://ipas.ccgrantsandassiste rs.org/ https://ipas.ccgrantsandassiste rs.org/

14. 14 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/ http://www.coveredca.com/ CoveredCA.com, also known as the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS)

15. 15 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 Shop Covered California provides printed and other collateral materials available for purchase through: http://360.kpcorp.com/coveredca/Login.aspxhttp://360.kpcorp.com/coveredca/Login.aspx

16. 16 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 https://attendee.gotowebinar.com/recording/7153602224175612930 Questions related to the Print Shop should be directed to: m360support2@kpcorp.com m360support2@kpcorp.com For Print Shop User ID/Login assistance e-mail: Rosa.Keophimane@covered.ca.gov Rosa.Keophimane@covered.ca.gov

17. 17 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 training@rhainc.com training@rhainc.com 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.govhttps://learning.coveredca.gov

18. 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 document 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)

19. CHAPTER 3: CEE C ERTIFICATION AND TRAINING

20. 20 CEE C ERTIFICATION P ROCESS 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.My Files

21. 21 CEE C ERTIFICATION P ROCESS If you have not received the email regarding the CEE management training, please contact the IPA Program Support at: IPAsupport@ccgrantsandassisters.orgIPAsupport@ccgrantsandassisters.org 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: http://hbexmail.blob.core.windows.net/eap/CEE%20Management%20Training/Certified %20Enrollment%20Entity%20Management%20Training/presentation.html http://hbexmail.blob.core.windows.net/eap/CEE%20Management%20Training/Certified %20Enrollment%20Entity%20Management%20Training/presentation.html –CEE Management Training Completion Form: http://hbexmail.blob.core.windows.net/eap/CEE%20Management%20Training%20Co mpletion%20Form%20v5_FINAL_7.29.14.pdf http://hbexmail.blob.core.windows.net/eap/CEE%20Management%20Training%20Co mpletion%20Form%20v5_FINAL_7.29.14.pdf

22. 22 CEE C ERTIFICATION P ROCESS O NCE THE PRIMARY CONTACT COMPLETES THE CEE M ANAGEMENT T RAINING : 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.

23. CHAPTER 4: Creating your CEE CoveredCA.com Account

24. 24 CEE C OVERED CA. COM A CCOUNT An email from IPASupport@ccgrantsandassisters.org 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).IPASupport@ccgrantsandassisters.org 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 CEC

25. 25 CEE C OVERED CA. COM A CCOUNT 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 IPASupport@ccgrantsandassisters.org. IPASupport@ccgrantsandassisters.org ** Use the following guide for instructions on how to set up your CoveredCA.com account once you’ve received your verification token email.

26. 26 CEE C OVERED CA. COM A CCOUNT 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.Click here ** Use the following guide for instructions on how to resend your verification token email. ** Use the following guide for instructions on how to update the user email in IPAS.

27. CHAPTER 5: Building Your Enrollment Counselor Roster

28. 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 guide for instructions on how to add counselors to your roster:

29. 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 guide for instructions on how to download the required pre-populated background forms:

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

31. 31 L EARNING M ANAGEMENT S YSTEM 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 https://learning.coveredca.com

32. 32 L EARNING M ANAGEMENT S YSTEM The email with login information to LMS will come from the following email address: LMSHelpDeskCoveredCA@covered.ca.gov If the CEC does not receive their LMS credentials in the allotted time, please instruct them to contact the training department at training@rhainc.com.training@rhainc.com 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 LMSHelpDeskCoveredCA@covered.ca.gov to their “Safe Senders” list prior to inquiring additional assistance.LMSHelpDeskCoveredCA@covered.ca.gov Once the LMS email is received, CECs must log into the system and begin their training immediately.

33. 33 L EARNING M ANAGEMENT S YSTEM Additional information and resources regarding CEC training can be found on the IPAS homepage at: https://ipas.ccgrantsandassi sters.org/ https://ipas.ccgrantsandassi sters.org/

34. CHAPTER 7: T RACKING YOUR CEC S ’ C ERTIFICATION AND T RAINING P ROGRESS

35. 35 T RACKING YOUR CEC’ S C ERTIFICATION AND T RAINING P ROGRESS 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

36. 36

37. 37 T RACKING YOUR CEC’ S C ERTIFICATION AND T RAINING P ROGRESS 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. https://ipas.ccgrantsandassisters.org/ ** Use the following guide for instruction on how to navigate the CEE/CEC Status Board:

38. CHAPTER 8: CoveredCA.com Accounts for CECs

39. 39 C OVERED CA. COM A CCOUNTS FOR CEC S 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

40. 40 C OVERED CA. COM A CCOUNTS FOR CEC S Delegation Code: The delegation code email will come from the following email address: IPASupport@ccgrantsandassisters.org with subject: IPASupport@ccgrantsandassisters.org “Information to set up your user account in CoveredCA.com” **Upon receipt of a delegation code, share the following document with your CECs for instruction on how to create an account with Covered California. 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.Click here

41. 41 C OVERED CA. COM A CCOUNT FOR CEC S 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 guide for instructions on how to resend your CEC’s delegation code email. For any additional assistance, please contact IPASupport@ccgrantsandassisters.org. IPASupport@ccgrantsandassisters.org

42. CHAPTER 9: Badges

43. 43 I DENTIFICATION B ADGES 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.

44. 44 I DENTIFICATION B ADGES 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 guide provided in slide 31 (Guide: Adding New CECs) for instructions on how to upload a photo.

45. 45 I DENTIFICATION B ADGES 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

46. 46 I DENTIFICATION B ADGES 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 following Replacement Badge Request Form and upload it to “My Files” in IPAS. Please email IPA Program Support at IPAsupport@ccgrantsandassisters.org if you have any questions. IPAsupport@ccgrantsandassisters.org

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

48. 48 CEE D ASHBOARD 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.

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

50. 50 CEC D ASHBOARD 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.

51. 51 CEC D ASHBOARD H OMEPAGE This is what the Certified Enrollment Counselor Dashboard homepage looks like.

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

53. CHAPTER 11: CEE C OMPENSATION

54. 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.

55. 55 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 EligibilityPayment 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

56. 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

57. 57 P AYMENT R ECONCILIATION W ORKSHEET 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/https://ipas.ccgrantsandassisters.org/

58. CHAPTER 12: R ECAP OF R ESOURCES

59. 59 Recap of Resources IPAS Home page: https://ipas.ccgrantsandassisters.org/ 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/ 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 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

60. 60 Additional Resources P RIMARY P OINTS OF C ONTACT : CEE/CEC H ELP L INE at 1-855-324-3147 8:00 a.m. – 6 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 C OVERED C ALIFORNIA S ERVICE C ENTER : 1-800-300-1506 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 S UPPORT FOR IPAS: IPAsupport@ccgrantsandassisters.orgIPAsupport@ccgrantsandassisters.org 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 T RAINING H ELP D ESK : training@rhainc.comtraining@rhainc.com Email dedicated to assist CECs in activities related to:  Learning Management System (LMS) access  Training requirements, status and progress P RINT S HOP R ESOURCES : m360support2@kpcorp.comm360support2@kpcorp.com Active CEEs can purchase marketing material to support enrollment assistance services. Access the print shop at: http://360.kpcorp.com/coveredca/Login.aspxhttp://360.kpcorp.com/coveredca/Login.aspx

61. 61 Additional Resources K EY P ROGRAM R ESOURCES 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 I NFORMATION CEC AgreementRequired form, CECs must submit Criminal Disclosure Form Required form, CECs must submit. Required to use pre-populated form in IPAS exported from CEE application by primary contact Live Scan Request Form Official CEC Live Scan Request Form. Required to use pre-populated form in IPAS exported from CEE application by primary contact Live Scan LocationsLocate nearest Covered California approved location for Live Scan processing Contact Live Scan at (877) 288-5519 or coveredca@capitallivescan.com coveredca@capitallivescan.com Email with questions regarding fingerprinting or background check

62. 62 Additional Resources O THER R ESOURCES Federal health care reform www.healthcare.gov www.healthcare.gov/center/regulations/index.html Office of the Patient Advocatewww.opa.ca.gov The Centers for Medicare and Medicaid Services’ Center for Consumer Information and Insurance Oversight http://cciio.cms.gov/ California Health Benefit Exchangewww.healthexchange.ca.gov Department of Managed Health Care (DMHC) and its programs www.dmhc.ca.gov California Department of Insurancewww.insurance.ca.gov