This article explains the agent and broker account types available on your HealthSherpa White Label, including how Internal Service Agent (ISA) accounts differ from external agent/broker accounts and what each type can do.
Both ISA and external agent accounts are agent-facing accounts, separate from the carrier admin user roles (White Label Admin, Support, Insights, Marketplace Admin). This article focuses specifically on agent-level accounts used for enrollment and client servicing. |
Overview: two types of agent accounts
External agent/broker accounts: Independent licensed agents and brokers who enroll clients in your plans and own their book of business.
Internal Service Agent (ISA) accounts: Carrier employees who service existing clients or sell plans on behalf of the carrier, without displacing the original Agent of Record (AOR).
Both account types operate within your White Label's "walled garden," accessing only your plans, your branding, and your carrier's enrollment environment.
External agent/broker accounts
External agents and brokers are independent licensed producers who enroll consumers in your ACA plans through your White Label. They are the primary enrolling force on most White Labels. External agents can:
Shop and quote on-exchange plans (and off-exchange, if enabled)
Submit new enrollments as the Agent of Record
Manage their own book of business: clients, leads, and applications
Submit binder payments and resolve DMI and SVI follow-up documentation
Renew clients using Turbo Renewal
Use their own marketing page and enrollment link
Manage CMS-compliant consent and intake documents
How external agent accounts are provisioned
Agent accounts can be created in three different ways:
Directly in the UI by carrier admins (best for one off quick updates)
Bulk upload, where your team fills out HealthSherpa's agent template and sends it to your Account Manager (best for initial setup or seasonal hiring around Open Enrollment
Automatic processing via SFTP, where your team uploads the template to a designated folder (best for large, frequently changing rosters).
External agents onboard by setting their password, integrating their FFM account (required by CMS), enabling two-factor authentication, and enabling EDE, which includes identity proofing and NPN verification.
FFM integration and EDE setup are CMS requirements for agents enrolling consumers in on-exchange plans. Agents who work only with off-exchange plans may not need to complete EDE setup. |
Internal Service Agent (ISA) accounts
ISA accounts are for carrier employees, such as internal sales and service teams, who need to service existing clients or sell new plans directly. Unlike external agents, ISAs can service another agent's clients without changing the original Agent of Record. ISAs come in two types.
Service-Only ISA
Service-only accounts are for carrier staff who assist with post-enrollment issues but do not originate new enrollments. They can service any client in the White Label without taking over the AOR. Service-only ISAs can upload documents to resolve DMIs and SVIs, edit existing applications, submit binder payments, change and cancel plans, view and upload consent documents, and view Marketplace notices. They cannot submit new enrollments, quote plans, or access a standard agent dashboard of clients.
When a service-only ISA logs in, they land on the Search & Claim page rather than a client dashboard. They search for the specific consumer they need to service. |
Service+Sell ISA
Service+Sell accounts include all service-only capabilities plus the ability to quote and submit new enrollments. New enrollments use the ISA's NPN as the Agent of Record. Service+Sell ISAs also get a full agent dashboard and a view-only agent marketing page.
How ISA accounts are provisioned
ISA accounts are provisioned by your HealthSherpa Account Manager, typically in one of two ways: a bulk upload, where your team fills out HealthSherpa's agent template and sends it to your Account Manager (best for initial setup or seasonal hiring around Open Enrollment), or automatic processing via SFTP, where your team uploads the template to a designated folder (best for large, frequently changing rosters).
Who should have which account type?
Account type | Best for |
External Agent/Broker | Independent licensed agents and brokers who enroll clients and own their book of business |
Service-Only ISA | Carrier staff focused on post-enrollment support: document uploads, application edits, SVI/DMI resolution |
Service+Sell ISA | Carrier internal sales teams who both service existing clients and originate new enrollments |
Need help?
For questions about adding, provisioning, or managing agent accounts on your White Label, reach out to your Technical Account Manager (TAM) can assist.