Agent Onboarding Process and Materials

The links below provide valuable information and instructions on the onboarding process for new Agents and the COLT LMS.

Getting Started with kynect health coverage:

• Agent Medicaid Payment Process Fact Sheet:
  Agent payment process for Medicaid application. Includes information on how to receive compensation.
• Agent Medicaid Payment Agreement:
  Agent Medicaid payment agreement between Division of Health Plan Oversight and Licensed Kentucky Insurance Agents.
• Agent Medicaid New Vendor Template: Template for New Agents signing up for the Agent Medicaid Payment Process.
  
• Kentucky DOI Webpage:
  Link to the Department of Insurance Licensee Search webpage.
• KYID Multi-Factor Authentication (MFA) QRG: QRG on Multi-Factor Authentication (MFA)
• KYID Frequently Asked Questions (FAQs) 
• Remote Identity Proofing (RIPD) for Agent Onboarding One Pager:
  Steps to complete the identity proofing process for Agent Onboarding which may be required to access Agent Portal and the Self-Service Portal.
• Transition to Medicare Fact Sheet:
  A booklet that details the transition to the Medicare process.

Remote Identity Proofing

• Remote Identity Proofing for Clients during a Phone Interview:
  Intended to instruct Agents on the process of completing the Remote Identity Proofing (RIPD) during an application.
• Manual Identity Proofing Request Form
  Manual ID Proofing. If an individual has failed RIPD process and the Experian help desk, DCBS workers/kynectors may use the following Manual ID proofing process to assist the individual.

Agent Telephonic Line Onboarding

• Basic Call Handling QRG
• Creating and Using Dashboard QRG
• Outbound Calls on Behalf of a Queue QRG
• Requesting Genesys Cloud Access QRG
• Settings for Genesys Cloud Alerts QRG
• Transferring Interactions QRG
• WebRTC Phone Setup QRG

kynect on Demand

• kynect on Demand Fact Sheet: Fact Sheet for the kynect on Demand service
• kynect on Demand QRG: Quick Reference guide on how to set up and use the service.
  
• kynect on Demand Office Hour Deck:  ​PowerPoint Presentation 

kynect on Demand Micro Video

Quick Access Resources:

FAQs, one-pagers, and short guides.

• 1095 Tax Information Micro Video
• QHP Tax Forms Fact Sheet
• Agent Actions and Reminders for Clients Fact Sheet:
  High Level Overview of actions Agents may take and important reminders for Clients
• Agent Portal Update Information QRG:
  Instructions for Agents to revise their spoken languages, methods of contact, hours of availability, or proximity to public transportation.
• Agent Case Association Fact Sheet:
  Overview of several different methods to access an Individual's case
• Agent Association to Client Case by Electronic or Verbal Consent QRG:
Steps for Agents to associate with existing and new client cases via electronic or verbal consent.
• Agent Delegate Renewal Fact Sheet:
  Renewing Delegate Agents in Agent Portal.
• Agent Delegation Fact Sheet: Fact sheet that provides information on how to manage an Agent's Delegates and Primary Book of Business.
• Agent to Agent Transfer Fact Sheet: Fact sheet on how to transfer clients (book of business) to another Agent. 
• Applying and Updating APTC Fact Sheet:
  Overview of how to apply and update Advance Premium Tax Credit (APTC)
• Case Association Micro Video: Micro Video on how to associate with a client's case.
• Catastrophic Hardship Exemption Fact Sheet: Typically, Catastrophic plans are available for Individuals younger than 30, but Individuals 30 years-old and above can apply for a hardship exemption.
• Countable and Non-Countable Income for MAGI Medicaid Fact Sheet:
  This table lists the types of countable and non-countable Income for MAGI Medicaid.
• Emergency Time-Limited Medicaid Fact Sheet:
• Federal Poverty Level (FPL) Chart
• Federal Poverty Level Chart (FPL) (Pre-April 2026 Medicaid Table Update)
• How to Update Existing Enrollments QRG:
  Overview of how to update existing Qualified Health Plan (QHP) enrollments in the Enrollment Management Module.
• How to Upload Documents QRG: Overview of how to upload documents to the kynect SSP.
  
• Immigrant Health Coverage Eligibility Page​​
• Important Information About Immigration and Applying for Benefits
• Important Information About Immigration and Applying for Benefits - (Español)
• Income Fact Sheet: Overview of how to update income in SSP.
• MAGI Medicaid Fact Sheet
• Professional Services Line (PSL) Best Practices Fact Sheet:
  High-level overview of the Professional Services Line (PSL) best practices.
• Printing Training Completion Certificate Fact Sheet: One-pager on how to print off your Training Completion Certificate. 
• Reapplying for APTC Fact Sheet
• Special Enrollment Period Verification Status Message:
  Information on the Special Enrollment status message.
• Updating Agent Contact Information Fact Sheet: Fact sheet detailing how to change Agent Contact details in Agent Portal.
  

Quick Reference Guides:

Training guides with step by step instructions for navigating different aspects of Agent Portal and kynect health coverage.

• Agent Portal Quoting Tool Scenarios:
  Various scenarios for using the Quoting Tool in Agent Portal with detailed steps.
• Agent Document Uploading:
  Step by step instructions for Agents to upload Client documents to Agent Portal and kynect benefits.
• Benefits Application with kynect benefits:
  Detailed steps for navigating the benefits application within kynect benefits.
• Clearing Cache:
  This document provides step-by-step guidance on clearing cache (cookies)/browsing history in Google Chrome.
• Filtering and Sorting Reports in Agent Portal:
  Resource to help Agents navigate retrieving report.
• kynect Prescreening Tool:
  Detailed steps for navigating the kynect Prescreening Tool and the Browse Plans feature for MCOs.
• Member Match Task for Agents and kynectors:
  Provides quick access to key information related to MCI Member Match task for Agents and kynectors in kynect.
• Report A Change
• kynect Health Coverage Benchmark Tool QRG