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New personas help HealthCare.gov team explain enrollment scenarios

HealthCare.gov managers are warning agents against enrollment fraud using hypothetical characters and situations.

A presentation slide giving the story of Daniel, a man who wishes he had bought coverage because he is now sick. One of the newly created personas is Daniel, who voluntarily dropped his coverage, is sick, and wants an agent to help him forge the documents needed to show that he qualifies for a SEP. (Image: Centers for Medicare and Medicaid Services)

The Trump administration may not love the Affordable Care Act public exchange system, but HealthCare.gov managers are still trying to keep their web-based health insurance supermarket up and running.

HealthCare.gov team members recently gave agents and brokers a webinar on how to handle individual health insurance clients who may, or may not, qualify for special enrollment periods (SEPs), or opportunities to sign up for coverage outside the usual enrollment period.

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Allison Bell

Allison Bell

Allison Bell, a senior reporter at ThinkAdvisor and BenefitsPRO, previously was an associate editor at National Underwriter Life & Health. She has a bachelor's degree in economics from Washington University in St. Louis and a master's degree in journalism from the Medill School of Journalism at Northwestern University. She can be reached through X at @Think_Allison.

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