Silver State Health Insurance Exchange Presentation to Brokers and EEFs August 27, 2019

Agenda SSHIX Introductions Progress-to-Date on SBE Transition Project Technology Call Center Designated Agent/Broker & EEF Service Line Active Mindflash Training Curriculum/Certification Process/Account Profile Setup Entity Training and Profile Setup EEF Training – Coming Soon! Designate A Broker Prior to Open Enrollment Designate A Broker – Populating Your Book of Business Key Dates - Soft Launch, Window Shopping, etc. BrokerConnect Consumer Communication – Key Dates Q&A Contact Information

SSHIX Introductions Heather Korbulic Ryan High Rosa Alejandre Executive Director Ryan High Chief Operations Officer Rosa Alejandre Navigator (EEF) Program Manager Rebecca Lomazzo Broker Liaison Janel Davis Communications Manager Katie Charleson Information Technology Analyst Eric Watt SBM Transition Project Manager Athena Cox Quality Assurance Officer

Progress-to-Date on Transition Technology Plan Preview For Carriers through Sept. 6th Carrier EDI Testing Ongoing Next Release for User Acceptance Testing – Aug. 28th GetInsured Received Application and Enrollment Data Files from CMS Call Center – Enrollment Professional Service Line 1-800-547-8156 Open for Broker and EEF technical support IVR and BrokerConnect Currently Being Tested for Sept 4th Use

Broker/EEF Service Line Active BROKER LINE - (800) 547-8156 Currently servicing GetInsured account profile creation for both brokers and enrollment professionals. BROKER SUPPORT LINE Call Center Hours during OEP are: Monday – Friday 9 am – 7 pm, Sat 10 am – 3 pm BROKER SUPPORT LINE Call Center Hours during SEP are: Monday – Friday 9 am – 5 pm Closed Saturdays and Sundays during SEP

Certification/Training/Account Profile Setup Training invite emails to New Brokers & EEF Entity Points of Contact was sent from the NVHL Training team/Exchange on Aug. 19th. Once training is complete on the Mindflash system, Brokers are required to complete their profile on GetInsured’s system. Nevada Health Link’s call center can support Brokers with any account creation questions at 1-800- 547-8156 (Press 5 for technical account creation assistance with GI, or Press 1 for Mindflash training assistance with the Exchange). Navigator and In Person Assister (IPA) Points of Contact were invited to take training and establish their Entities on GetInsured’s system. Nevada Health Link’s call center can support Entity Points of Contact with any account creation questions at 1-800- 547-8156 (Press 5 for technical account creation assistance with GI, or Press 1 for Mindflash training assistance with the Exchange). Navigators and IPAs who are not Entity Points of Contact will be invited to Mindflash training the first week of September. Training Deadlines: New Brokers = Oct. 1st - however 9/4 is when consumers will begin designation Navigator/IPA Entity Points of Contact = Sept. 1st

Designate a Broker Prior to Open Enrollment To designate a Broker prior to open enrollment, consumers need to have an account. Consumers do not need to have an application before they designate a Broker. Consumer designation workflow process: Consumers and Brokers are populated via data migration from the Federal Marketplace. New consumers cannot currently create their own account, but will be able to on November 1, 2019 when open enrollment starts. If an existing consumer already has an agent/broker of record from plan year 2019 and that broker is certified, they will have that broker designated to them in the new GetInsured platform. They will NOT be able to change this designation, but if need be, the consumer will be able to change this designation once open enrollment begins. If an existing consumer already has an agent/broker of record from plan year 2019 but that broker is NOT certified, they will NOT have that Broker designated to them in GetInsured platform, and the consumer can designate any certified broker in the GetInsured platform. If an existing consumer had no broker of record from plan year 2019, they can designate a certified broker in the GetInsured platform starting Sept. 4th.

Designate a Broker – Populating Your B.o.B. Step-by-Step instructions to designate a Broker: Walk the consumer through the account activation process by directing consumers to enroll.nevadahealthlink.com to enter their access code and claim their account. Once a consumer has completed the steps to claim their account, they will be taken to a page that will allow them to designate a Broker. Direct a consumer to click on the “Find Free Local Assistance” button. Direct the consumer to click on the button to the left “Find A Nevada Certified Agent or Broker Near You.” Direct the consumer to enter your (Broker) first and last name in the appropriate boxes and press “Search.” Your information will display if you have opted into displaying it during the account creation process. Direct the consumer to click on your name and press “Continue.” Direct the consumer to read and mark the three check boxes, enter their name in the “Applicant E-Signature” box, and press “Confirm.” The consumer will receive a “Congratulations” screen indicating a successful designation. Once the consumer has successfully claimed their account and designated you as their Broker of record you will need to login to your Nevada Health Link account and click on the “Individuals” tab and then click on “Pending Requests.” You will then click on the “Action” gear drop-down and click on “Accept.” The consumer will move from pending request to the “Active Individuals” queue.

Key Dates 8/19/2019: Invitations for online learning curriculum (Mindflash) were emailed to New Brokers; SBE Platform available for self-service account creation; Broker Onboarding and Certification Guide, Onboarding and Certification Guide, and the EEF Onboarding Guide are posted to https://www.nevadahealthlink.com/partner-transition/ Returning brokers who missed deadline, new brokers, and EEF entities have until Oct. 1 to complete their Mindflash curriculum, and certification process. 9/4/2019: “Soft Launch” of SBE Platform; Returning Brokers can verify migrated Book of Business; migrated application data is “frozen” to prevent conflicts with HealthCare.gov; migrated consumers without a designated enrollment professional can make a designation; migrated consumers who have not provided consent for auto-renewal can do so. 10/3/2019: “Window Shopping” available for anonymous plan comparison. Open to all consumers. 10/15/2019—10/31/2019: Auto-renewal batch jobs run; enrollment professional designation and consent for auto-renewal are “frozen” in order to prevent conflicts with auto-renewal job 11/1/2019: OEP begins; migrated consumers can edit/modify application data and submit new enrollments; new consumers can create user accounts, designate enrollment professionals, and submit applications/enrollments * Please Note: In order to be “certified” Brokers and EEFs must have completed both the online certification curriculum (Mindflash) and the user account registration process (SBE Platform), as defined in their respective On-Boarding and Certification guides

BrokerConnect BrokerConnect is the program for Brokers who have opted in on their GetInsured profile setup to receive referral calls via the telephonic BrokerConnect platform (i.e., checking “Clients Served”). The call will always come from 1-800-547-2927. Please add this number to your contacts. Each Broker’s phone will ring for 10 seconds (3-4 rings) before it gets transferred to the next Broker. When receiving a call from BrokerConnect, please pick up the call as fast as possible to not lose the lead to the next Broker. We encourage you to use your mobile number for BrokerConnect the lead call is not directed to an office IVR system, and possible causing the caller to drop off the call. To be included in the program, the Brokers need to make sure that they: Sign up for the Program by making sure that “Clients Served” is checked in their Account Profile, and Hours of availability for each day is noted.   Please Note: BrokerConnect is only available to certified agents/brokers, not EEFs or CACs.

Consumer Communication Sept. 3 – Consumers will receive a letter from the federal marketplace (HealthCare.gov) about Nevada’s transition to a state based exchange. Sept. 3 and 4 – Consumers invited to claim their migrated user account, create account, update consent to auto enroll and designate an agent/broker/EEF. Call Center open on Sept. 4 to consumers: 1-800-547-2927 Sept. 17 and 24 - Open Enrollment Prep Sessions: Three sessions offered (9-10:30 AM, 3-4:30 PM, 5:30-7 PM) each day to discuss transition messaging and provide resources. Las Vegas: Sep. 17th at City Hall; Reno: Sept. 24th at Innevation Center, invites coming to your email soon. Throughout September – Nevada Health Link to send reminder emails to those NV consumers who received an account activation code to claim their account, but have not yet claimed their account. Oct. 1 – Any consumers who have still not claimed their accounts on Oct. 1 will receive a second copy of this notification. Existing and new consumers can preview plans and prices on the SBE platform, i.e., “Window Shop.” Oct. 11 – SBE platform “freeze” or read-only period for migrated consumers to update consent or designate an agent/broker. Window shopping remains available. Oct. 15 – Auto-renewal process begins. Nov. 1 – Dec. 15 – Open Enrollment Period “Peace of Mind” campaign.

Q & A Q: The Federal Marketplace prohibits Brokers from signing on the Marketplace on behalf of the client, even if the client gives permission to do so. Will the NV Marketplace be the same?  So that the client must log in and THEN we can assist? A: Brokers will have more autonomy than the Federal Marketplace to act as a proxy for their clients. Brokers can click on any consumer on the Broker’s Active Individuals screen and go the member portal to complete that consumer’s application, shop on their behalf, and even update their demographic information. Additionally, Brokers have the ability to start and complete a new application for a consumer and be auto-designated to that consumer. The agent can complete the entire flow on behalf of a consumer including creating the consumer’s account, completing the application, shopping for the plan, and enrolling the consumer.

Q & A New Questions?

Contacting the Exchange Navigator (EEF) Program Manager Rosa Alejandre ralejandre@exchange.nv.gov 702-486-5266 Broker Liaison Rebecca Lomazzo rlomazzo@exchange.nv.gov 702-486-5264 Chief Operations Officer Ryan High rhigh@exchange.nv.gov 775-687-9926