FAQ

Yes, agents and brokers must complete Marketplace registration and training annually to participate in the Marketplace and assist consumers with enrolling in Marketplace coverage. The Centers for Medicare & Medicaid Services (CMS) offers this training through the Marketplace Learning Management System (MLMS).

For Returning Agents and Brokers: If you registered with the Marketplace for the most recent plan year, you will be automatically enrolled in the "Marketplace Training for Returning Agents and Brokers." This abbreviated training typically takes about 90 minutes to complete. You also have the option to take the full training course if you prefer, once it's available.

Need Help? If you need additional assistance, you can contact the Marketplace Service Desk at 1-855-267-1515.

Helpful Resource: Check out the "Returning Agents’ and Brokers’ Guide to Plan Year 2022 Marketplace Registration and Training (PDF)" for more detailed information.

If you’re having difficulty accessing the MLMS, try the following steps:

• Use the Latest Browsers: The MLMS works best with the latest versions of Google Chrome or Mozilla Firefox.

• Adjust Browser Settings: Make sure your pop-up blocker is turned off, Adobe Flash Player is installed, and both JavaScript and Adobe Flash Player are enabled on your computer.

• Check PDF Settings: If you’re using an Adobe Acrobat plug-in or similar, ensure that PDF files load within your web browser rather than the plug-in.

• Clear Cache and Files: Clear your browser’s cache and temporary internet files before trying to access the MLMS again.

• Optimal Access Times: For best results, try accessing the system before 11:00 AM ET or after 5:00 PM ET.

If you still experience issues, contact the Marketplace Service Desk at 1-855-267-1515 or the MLMS Help Desk at MLMSHelpDesk@cms.hhs.gov.

Yes, each individual agent or broker who assists consumers with enrolling in Marketplace coverage must complete their own Marketplace registration and training using their unique National Producer Number (NPN) before assisting consumers.

Key Points to Remember:

• Individual NPNs: Every agent or broker must register and complete training with their individual NPN.

• Corporate NPNs: If your agency has a corporate NPN that will be used on Marketplace applications, it must also be registered with the Marketplace. Only the authorized individual should enter the NPN for the business entity section of their profile.

• Business Entity Registration: Business entities that wish to participate in the Marketplace must register and sign the appropriate agreements through the Marketplace Learning Management System (MLMS). An authorized official can complete the registration on behalf of the business entity while completing their individual agent or broker training.

• Updating NPN Information: If you have multiple NPNs (e.g., one for yourself and one for your business), you can add the business NPN after completing the training. Your Registration Completion Certificate will list both NPNs, which will register your business with the Marketplace.

• Correct NPN Entry: Ensure that NPNs are entered correctly during registration without any leading zeroes.

Please note that currently, the Marketplace only validates individual NPNs, not business entity NPNs. As a result, business names and contact information are not displayed on the Find Local Help tool.

Need Help? For additional assistance, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.

No, the Marketplace registration and training for Plan Year 2022 does not qualify for state licensure continuing education credits, as it is not offered through an approved continuing education vendor.

Need Help? If you need further assistance, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.

For Agents and Brokers New to the Marketplace or Those Who Didn’t Complete Training Last Year:

1. Create a CMS Enterprise Portal Account:

• Go to CMS Enterprise Portal.

• Set up Multi-factor Authentication (MFA).

• Request the Agent Broker Training Access Role.

• Complete remote identity proofing through the Identity Management (IDM) System.

2. Set Up Your Profile:

• Complete your agent/broker profile on the Marketplace Learning Management System (MLMS) via the CMS Enterprise Portal.

3. Complete Training:

• Log in to the CMS Enterprise Portal.

• Update your MLMS profile.

• Complete the full Marketplace training via the CMS Enterprise Portal or through an HHS-approved vendor.

• Read and accept the applicable Marketplace Agreement(s).

• Print your Registration Completion Certificate.

• Confirm your registration using the Registration Completion List (RCL).

For Returning Agents and Brokers:

1. Log in to the CMS Enterprise Portal:

• Set up or update your MFA device.

2. Update Your Profile:

• Update your MLMS agent/broker profile.

3. Complete Shortened Training:

• Log in to the CMS Enterprise Portal.

• Complete the “Marketplace Training for Returning Agents and Brokers,” which typically takes about 60 minutes. This training includes a self-paced review of Marketplace resources and updates.

• Read and accept the applicable Marketplace Agreement(s).

• Print your Registration Completion Certificate.

• Confirm your registration using the Registration Completion List (RCL).

Need Help? For additional assistance, contact the Marketplace Service Desk at 1-855-267-1515.

No, there are no continuing education requirements specifically for the Marketplace. To participate, you only need to complete the annual Marketplace registration and training requirements for agents and brokers.

Please note that these Marketplace requirements are separate from any continuing education requirements mandated by your state’s Department of Insurance (DOI) or other state regulatory agencies.

Need Help? For additional assistance, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.

Before assisting consumers with Individual Marketplace coverage, you need to review and electronically sign the Individual Marketplace General Agreement and the Privacy and Security Agreement. These Agreements are available on the Marketplace Learning Management System (MLMS), which you can access through the CMS Enterprise Portal.

To execute the Agreements:

1. Log in to the CMS Enterprise Portal and access the MLMS.

2. Locate the Agreements:

• Find the Individual Marketplace General Agreement and the Privacy and Security Agreement on the MLMS.

3. Review the Agreements:

• Carefully read through the Agreements and their appendices.

• To review an appendix, click on the appendix link within the Agreement’s module. The appendix will open in a new window for review. No further action is needed on the appendix page.

4. Execute the Agreements:

• When prompted, select the “I Agree” button. This acts as your electronic signature and indicates your acceptance and agreement to abide by the terms and conditions of the Agreements.

Need Help? For additional assistance, contact the Marketplace Service Desk at 1-855-267-1515.

If your NPN is not listed as validated on the RCL, it means that the Centers for Medicare & Medicaid Services (CMS) has not confirmed its validity against the National Insurance Producer Registry (NIPR) database. To be validated, your NPN must have an active licensure status and a CMS-approved health-related line of authority (LOA) in your resident state.

Common reasons for NPN validation issues include:

1. Incorrect Information:

• A typo or incorrect license number or NPN might be entered into your agent/broker profile. Learn how to update your NPN.

2. Inactive or Expired License:

• Your license might be inactive or expired, or your NPN may not have a valid health-related LOA. Verify your licensure status via the NIPR database. If you have questions about your licensure status, contact NIPR customer service or your state Department of Insurance (DOI). If your NPN does not match licensure records, you can submit a dispute using the Fair Credit Reporting Act form.

3. Invalid Health-Related LOA:

• The LOA associated with your NPN might not be on the list of CMS-approved health-related LOAs. Check the list of approved health-related LOAs to ensure your LOA is valid.

Important Note: Beginning in Plan Year 2023, CMS implemented updated licensure validation methodology to ensure agents and brokers have a valid health-related LOA in their resident state. Agents and brokers without an approved LOA are not allowed to assist consumers with Marketplace enrollment.

Need Help? For additional assistance, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.

To confirm your completion of Marketplace registration and training for the current plan year, follow these steps:

1. Check the Registration Completion List:

• Verify that your National Producer Number (NPN) is listed on the publicly available Centers for Medicare & Medicaid Services (CMS) Agent and Broker Federally-facilitated Marketplace (FFM) Registration Completion List.

2. Use the Marketplace Registration Tracker:

• Access the Marketplace Registration Tracker to confirm your training and registration status, as well as your identity proofing and NPN validation. Enter the ZIP Code and NPN listed in your agent/broker profile.

Need Help? For additional assistance, contact the Marketplace Service Desk at 1-855-267-1515.

For support with Marketplace registration and training, you can contact the following help desks based on your specific needs:

1. Marketplace Service Desk

• Phone: 1-855-267-1515

• Handles:

  • CMS Enterprise Portal password resets and account lockouts

  • Other CMS Enterprise Portal account issues or error messages

  • General registration and training questions not related to a specific training platform

2. Agent/Broker Email Help Desk

• Email: FFMProducer-AssisterHelpDesk@cms.hhs.gov

• Handles:

  • Escalated general registration and training questions not related to a specific training platform

  • Issues with the Agent/Broker Registration Completion List

3. Agent/Broker Training and Registration Email Help Desk

• Email: MLMSHelpDesk@cms.hhs.gov

• Handles:

  • Technical or system-specific issues related to the Marketplace Learning Management System (MLMS)

  • User-specific questions about navigating the MLMS site or accessing training and exams

For a faster response, provide your FFM user ID and National Producer Number (NPN) when contacting any of the Marketplace Help Desks.

Helpful Resource:

• Agent/Broker Help Desks

The Marketplace Learning Management System (MLMS) is an online platform provided through the Centers for Medicare & Medicaid Services (CMS) Enterprise Portal. It offers training content and resources needed for agents and brokers to complete their annual Marketplace registration and training.

To access the MLMS:

1. Log In:

• Go to the CMS Enterprise Portal and log in using your FFM User ID and password. After logging in, you will be directed to the "My Portal" home page.

2. Navigate to MLMS:

• Click on the "Marketplace Training - Agent Broker" tile.

• Select the "MLMS Training" link.

3. Update Information:

• Enter or update your business and/or professional contact information.

• Click the “Save” button and then the "Next" button to proceed.

4. Access MLMS Training:

• You will be taken to the MLMS training landing page where you can access the training modules.

For New Users: If you have not previously registered with the Marketplace, you will need to create a CMS Enterprise Portal user account before you can access the MLMS. Learn more about creating a user account and becoming a Marketplace-registered agent or broker.

Need Help? For additional assistance, contact the Marketplace Service Desk at 1-855-267-1515.

Helpful Resource:

• Quick Reference Guide: Avoiding the Creation of a Duplicate CMS Enterprise Portal Account

Completing Identity Proofing:

1. Create Your User Account:

• After setting up your user account on the Centers for Medicare & Medicaid Services (CMS) Enterprise Portal, you will need to complete identity proofing as part of the Marketplace registration process.

2. Enter Personal Information:

• You will be prompted to enter and confirm your personal information and answer identity verification questions.

3. Log Out:

• Once you complete the identity proofing process, you will be asked to log out of the CMS Enterprise Portal by clicking the “OK” button.

4. Confirm Your Status:

• You can verify your identity proofing status using the Marketplace Registration Tracker. Enter your ZIP Code and National Producer Number (NPN) to check your status.

Annual Requirement:

• Returning Agents and Brokers:

  • If you have previously completed identity proofing for a prior plan year, you typically do not need to repeat this process during the annual registration renewal.

Need Help? For assistance with manual identity proofing, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.

Registration Completion List (RCL):

The Centers for Medicare & Medicaid Services (CMS) Agent and Broker Federally-facilitated Marketplace (FFM) Registration Completion List (RCL) includes the National Producer Numbers (NPNs) for agents and brokers who have completed Marketplace registration for the current plan year. This list is updated frequently, often daily.

Purposes of the RCL:

• To confirm that an agent or broker has successfully met the registration requirements for the Marketplace or State-based Marketplace on the Federal Platform (SBM-FP) for the Individual Marketplace and/or the Small Business Health Options Program (SHOP).

• To support states and other stakeholders in oversight, monitoring, enforcement, and consumer education about agents and brokers who are available to assist with Marketplace coverage.

If Your Information Is Not Showing:

1. Check Your Licensure and LOA:

• Ensure that your licensure status and line of authority (LOA) are in good standing with the National Insurance Producer Registry (NIPR). You can check your license and LOA status by accessing the NIPR Producer Database (PDB). Obtain a copy of your PDB Report here.

2. Contact Support:

• If your status is correct in NIPR but not validated in the RCL, contact the FFM Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.