To support the more than 80,000 FFM Agents, Brokers, Assisters, Navigators, and Certified Application Counselors across the nation through the launch of the new, web-based Marketplace Learning Management System (MLMS).
In preparation for the 2016 open enrollment season, the Centers for Medicare & Medicaid Services (CMS) updated its Federally Facilitated Marketplace (FFM) Agent and Broker training curriculum.
Solution: Cognosante developed a comprehensive support plan for MLMS system users based on our extensive call center expertise and our experience serving the broker and agent community.
Prior to system launch, our team undertook a comprehensive review of training materials and frequently asked questions (FAQs) published by the system vendor. We gained early system access for our support staff, allowing us to walk through the training curriculum, document anticipated obstacles, and suggest troubleshooting steps and workarounds.
Result: On September 15, 2015, the MLMS system launched, enabling users to complete their mandated training courses. During the months of September and October, Cognosante fielded close to 100,000 calls from users requesting assistance accessing the CMS portal, navigating the MLMS training courses, and completing Remote Identity Proofing (RIDP) as part of their FFM registration.