What is the Support role?
The Support role is designed for carrier staff who work with agents and applications daily. If you need access to additional areas of the dashboard, such as branding, exports, or general settings, contact your HealthSherpa Account Manager to discuss whether a different role is a better fit. |
The Support role gives you hands-on access to the information and tools you need to support agents and their clients. Support users can view and modify agent and application information and manage SEP (Special Enrollment Period) documentation. With the Support role, you can:
View all on-exchange applications submitted through your carrier's White Label
View and edit agent and application information
Access individual client details, including enrollment status and follow-up requirements
Manage SEP documentation, including reviewing and updating document statuses
View agents and agencies associated with your White Label
Enable or disable agent accounts and reset agent passwords
The Support role does not include access to branding, exports, Marketplace Pulse, payment redirect settings, user role management, or plan loading. Those features are available through the White Label Admin role.
Accessing your dashboard
Navigate to your carrier dashboard URL.
Production:
https://www.healthsherpa.com/carriers/[your-carrier-slug].Staging:
https://staging.healthsherpa.com/carriers/[your-carrier-slug].
Sign in with your carrier credentials.
If you have not received your login credentials, reach out to your HealthSherpa Account Manager.
Once logged in, you will have access to the White Label section of the dashboard.
Your carrier slug is the unique identifier assigned to your organization during onboarding (for example, aqua). If you are unsure of your slug, contact your HealthSherpa Account Manager. First-time sign-ins may be prompted to set up two-factor authentication (2FA). |
Navigating your dashboard
On-Ex Applications
View and search all on-exchange applications submitted through your carrier's White Label. You can filter by state, document status, or payment status. Click any applicant's name to open their full Client Dashboard, where you can review enrollment and plan details, check DMI and SVI follow-up status, view Marketplace notices, and access SEP documentation.
Agents
View agents associated with your White Label. You can search by name or NPN, view agent details and performance, edit agent information, disable or re-enable accounts, and reset passwords.
Agencies
View agencies associated with agent accounts on your White Label, including agency owner, NPN, join code, and enrollment totals.
Agent Performance
The Agent Performance tab provides a visual report of agent production, with trend data for enrollment volume down to the county level. For Support users, it is a fast way to understand general agent activity across the WL when working an inquiry.
The Agent Performance tab is best for comparing activity across agents and spotting trends over time. |
Managing SEP documentation
One of the most common workflows for Support users is managing SEP documentation. When a consumer enrolls through a SEP, the Marketplace may require supporting documentation to verify eligibility. To review and manage SEP documents:
Navigate to On-Ex Applications in your White Label dashboard.
Search for the application using the applicant's name, email, or state filter.
Click the applicant's name to open their Client Dashboard.
Review the document status under the Documents or Follow-ups section.
Off-Exchange
If your carrier has off-exchange enrollment enabled, an Off-Exchange section appears in your dashboard navigation. As a Support user, you can view applications once selected and the Off-Exchange Configuration page, which shows your carrier's SEP rules, supported states and configurations, and the effective date calculator.
Need help?
If you run into any issues or have questions not covered here, your first stop should be the Carrier Help Center. You can also reach out to your dedicated Technical Account Manager (TAM) for account access issues, questions about application data or SEP document statuses, or article suggestions and corrections.