Agent Onboarding Process and Materials

The links below provide valuable information and instructions on the onboarding process for new Agents and the My Purpose 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 Requently Asked Questions (FAQs) 
• Remote Identity Proofing (RIPD) One Pager:
  Steps to complete the identity proofing process which may be required to access Agent Portal and the Self-Service Portal.
• Transition to Medicare:
  A booklet that details the transition to the Medicare process.

Remote Identity Proofing

• I need help with RIPD for 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
• Creating and Using Dashboards
• Outbound Calls on Behalf of a Queue
• Requesting Genesys Cloud Access
• Settings for Genesys Cloud Alerts
• Transferring Interactions
• WebRTC Phone Setup

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 Mico Video
• QHP Tax Forms Fact Sheet
• Agent Actions and Reminders for Clients:
  High Level Overview of actions Agents may take and important reminders for Clients
• Agent Portal Update Information:
  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:
Steps for Agents to associate with existing and new client cases via electronic or verbal consent.
• Agent Delegate Renewal:
  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.
• Countable and Non-Countable Income for MAGI Medicaid:
  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) (Starting April 2026)
• How to Update Existing Enrollments:
  Overview of how to update existing Qualified Health Plan (QHP) enrollments in the Enrollment Management Module.
• How to Upload Documents: Overview of how to upload documents to the kynect SSP.
  
• Immigration Fact Sheet - (Español)
  Overview of immigration eligibility and criteria for QHPs, APTC, and Medicaid.
• Immigration Chart - (Español)
• Important Information About Immigration and Applying for Benefits - (Español)
• Understanding Immigration and Eligibility QRG
• Income Fact Sheet: Overview of how to update income in SSP.
• MAGI Medicaid Fact Sheet
• Professional Services Line (PSL) Best Practices:
  High-level overview of the Professional Services Line (PSL) best practices.
• Printing Training Completion Certificate: 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 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