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.
• Kentucky Online Gateway (KOG) MFA Guide:
  Guide on how to set up Multi-Factor Authentication and how to change it. For example, changing from OKTA to Symantec VIP
• KOG Multi-Factor Authentification (MFA) FAQ Sheet : Fact sheet on Multi-Factor Authentification (MFA)
  
• 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.
• I need Help with RIPD for KOG Account Creation
  Designed to help users complete the necessary steps for Manual Identity Proofing to verify the identity of users with KOG Accounts that have previously failed the Remote Identity Proofing Process.
• 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 and APTC Guide
• 1095 Tax Information Mico Video
• QHP Tax Forms Fact Sheet
• Agent FAQ:
  Frequently asked questions regarding Kentucky Online Gateway, kynect health coverage, and Agent Portal.
• 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 Role in kynect health coverage:
  High-level list of the Agent role in kynect health coverage.
• Agent Role in Agent Portal:
  High-level overview of the main tabs in Agent Portal, what is viewable, and actions that may be taken.
• 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.
  
• 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.
• Contact Center Role in kynect health coverage:
  High-level list of the Contact Center role in kynect health coverage.
• Countable and Non-Countable Income for MAGI Medicaid:
  This table lists the types of countable and non-countable Income for MAGI Medicaid.
• DACA Eligibility Update - (Español)
  
• DCBS Role in kynect health coverage:
  High-level list of the DCBS role in kynect health coverage.
• Emergency Time-Limited Medicaid Fact Sheet:
• Enrollment Management Module (EMM) Fact Sheet:
  Overview of the Enrollment Management Module.
• Failure to Reconcile Fact Sheet: Fact sheet covering changes to the Failure to Reconcile attestation question.
• Federal Poverty Level (FPL) Chart
  
• 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)
• Immigration Presentation Slides
• 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.
  
• Medicaid Renewal Permanent Flexibilities Extension Fact Sheet:
  
• Professional Services Line (PSL) Best Practices:
  High-level overview of the Professional Services Line (PSL) best practices.
• Prescreening Tool Comparison:
  High-level comparison of the kynect benefits and kynect health coverage Prescreening Tools.
• Printing Training Completion Certificate: One Pager on how to print off your Training Completion Certificate.
  
• 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.
  
• Who Do I Contact:
  Description and contact information for kynect health coverage topics.

Quick Reference Guides:

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

• APTC Reasonable Explanation Guide:
  Detailed steps on using APTC Reasonable Explanation.
• Agent Portal Quoting Tool Scenarios:
  Various scenarios for using the Quoting Tool in Agent Portal with detailed steps.
• Agent Document Upoloading:
  Step by step instructions for Agents to upload Client documents to Agent Portal and kynect benefits.
• Application Intake Guide:
  
• 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.
• Health Benefits Paper Application Forms:
  Detailed steps for accessing the paper application forms for Medicaid/KCHIP/Qualified Health Plans/Payment Assistance.
• kynect Prescreening Tool:
  Detailed steps for navigating the kynect Prescreening Tool and the Browse Plans feature for MCOs.
• kynect Health coverage Prescreening Tool:
  Detailed steps for navigating the kynect health coverage Prescreening Tool and the Browse Plans feature for QHPs.
• 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.
• QHP Application Refresh Guide: Guide on new QHP Application Refresh
  
• Report A Change Guide:
  
• Small Business Health Options Program (SHOP):
  Detailed steps for navigating the SHOP eligibility application and how to use the SHOP calculators.
• Tax Filing Statuses and Locked Enrollments:
  An important component of determining eligibility for benefits programs, specifically APTC.
• Vision Coverage:
  Detailed steps for accessing vision insurance offered through kynect health coverage.