2027 Open Enrollment Kickoff Meetings from 11:00 AM to 12:30 PM, Oct. 5-9 daily
Frequently Asked Questions
Get the answers to our most asked questions by the BeWell Assistance Network team
Voice of the Assister (VOA)
Where can I access the VOA meeting materials and recordings?
VOA meeting notes and recordings are available on the Assistance Network page at https://assistance.bewellnm.com/
When are the scheduled VOA meetings?
All VOA meetings are held on the last Tuesday of each month from 9-10 am. The meeting is only available to assisters that are currently certified with BeWell. The meeting is not open to anyone that is not currently certified with BeWell.
The term “assister” is often mentioned in the VOA meetings and in the LMS training, what does it mean?
An “assister” is a collective term used for agents, brokers and enrollment counselors.
Certification Training in the Absorb LMS
When will I be able to access my course?
After you have requested enrollment, please allow us 48 hours to review your request. You will receive an email when you are able to access your course.
Why don’t I have any assigned courses?
You must request enrollment in a course. Navigate to “View Catalog” in the first tile of the dashboard. Then, select “Enroll” to submit a request to take the course. You will receive an email upon approval.
How do I request enrollment to the course?
Navigate to “View Catalog” in the first tile on the dashboard. Then, select “Enroll” to submit a request to take that course. You will receive an email upon approval.
How do I find my certificate?
Once you’ve completed your course, you can find your certificate under “Transcript” in the top-right, 3-line menu. We recommend downloading it for future reference.
When do I need to complete the training by?
Assisters must complete the annual Assister Certification Training by August 31, 2025. Training from previous years will not count for the new plan year.
How can I find out my username?
Your username is displayed in your profile. Click the “Profile” icon in the upper-right corner of the screen to see your profile. You can also use your email address to log in.
How do I reset my password?
Click the “Forgot Password?” option on the log in screen.
How can I turn off the narration?
Use the volume icon in the course navigation display to mute the narration.
How can I enlarge the display?
Use the full screen icon, a square that looks like 4 arrows pointing outwards from the corners, to enlarge the viewing screen.
How can I make the course move faster?
Use the 1X button to change the speed at which the video is played.
How do I answer the fill in the blank questions?
These are sequencing questions. You will drag and drop the answers in the order that they should appear in the sentence. Do not drag the answer to the blanks into the question.
How do I advance to the next lesson in the course?
You must manually click on the next lesson by selecting from the list in the right-hand column of the screen.
How can I view which questions I answered incorrectly and the correct answer?
Click back through the questions. You will see a message indicating which questions were failed. Click on “View My Answers” to see your answer and the correct answer.
How do I take the final exam again if I failed it?
To retake the exam, you must first review each question by clicking “Continue” after receiving your test result. After you review all the questions you will be able to start the exam again.
Can I download the training materials?
No, the training materials are only available through the LMS and are not available to download.
Where did my course go?
The timeframe for completing the Assister Certification training may be over. After August 31, the course will be taken down. You may request access during our next training period.
How do I update my profile?
Watch our instructional video for help with updating your profile.
Is it mandatory to complete the information on the LMS portal? I encountered an error message when entering my out-of-state address.
All fields are mandatory. If the fields do not apply, please indicate that by entering N/A. The state field requires that the state be spelled out and will only accept the states that are eligible for certification.
What are the key differences between assister certification and broker certification training?
There is no difference. The same certification training will be given to all assisters (Brokers and Enrollment Counselors).
If an agent does not recertify for PY26 and is no longer the Agent of Record (AOR), will the agency principal automatically become the AOR, or will the agency lose the consumer entirely?
The Principal Agent will need to inform the consumers that the broker is not longer certified and offer to assist with selecting a new broker within the agency.
Will I be able to see my 2025 client list in the new system?
Yes, if you are listed as the Agent of Record (AOR) you will be able to view your clients in the new NMHIX system.
Will I be able to access my clients 1095 for 2025 in the new system?
No. All 2025 enrollment and tax forms (1095-A) will still be in the old Optum system. You will need to use both systems—Optum for 2025 and earlier, and the new NMHIX system for 2026 and beyond.
If a broker is not certified with BeWell for PY26, will the agency still be able to appoint a new broker in order to retain the business?
The Agency Manager may be able to retain the BOB if the broker that did recertify was set up correctly under the agency.
TimeTap
How do I request to be on TimeTap?
You will need to submit a TimeTap request form that can be found here.
Why are my private calendar events not syncing correctly to TimeTap?
Events must be set to “Public” and marked as “Busy,” though the steps to do this vary by calendar type (e.g., Outlook, Google, iCalendar).
How do I update my profile details?
Profile updates must be completed by BeWell; send requests to partners@nmhix.com.
How do I complete my appointments with an outcome reason?
To close appointments, open each one individually and update the status at the top right. You can view all open appointments by generating a list from the calendar using a date range and selecting the “Open” filter. Choose the outcome reason that best reflects the appointment result.
How do I block off time in TimeTap without blocking my personal calendar?
Assisters can block off time they don’t want to accept BeWell appointments by using the Time Off feature in the back-office system, which updates TimeTap without changing their personal calendar.
How can I reschedule an appointment?
Consumers can cancel or reschedule appointments via a link in their confirmation email, while assisters must reschedule through the back-office site. Moving appointments on external calendars won’t update TimeTap or send notifications. Rescheduled appointments keep the original details and can be adjusted using the Reschedule button in the appointment details.
Operational
What is the process for obtaining an Employer Identification Number (EIN)?
To get an EIN (Employer Identification Number), visit the IRS website at irs.gov. The application is free and can be completed online in just a few minutes. You’ll be asked for some basic information like your name, address, and the type of business you’re setting up. Once finished, you’ll receive your EIN right away and can download a copy for your records.
What are the requirements or implications for brokers who are not affiliated with an agency and do not have an Employer Identification Number (EIN)?
If a broker does not have an Employer Identification Number (EIN) or aren’t part of an agency, you can use your Social Security number instead. If there’s no agency name, we’ll use the broker’s full name to create your profile in the system.
For brokers who do not hold an agency license, will they be required to operate under a licensed agency? If so, what will happen to their existing book of business?
Independent brokers will be set up as an individual agency in the new system. If they are certified for PY26 their book will be imported with them in the new system.
What is the process for merging existing BeWell brokers under a single agency?
Best practice is to complete this in the current system so that it can be imported correctly to the new system.
Who is the appropriate contact at BeWell for submitting questions via email?
Will assisters have access to copies of correspondence mailed directly to consumers, such as letters about federal changes that could affect their enrollment?
Assisters will only have access to correspondence sent to the customer through the NMHIX system.
Where can I find contact information for OSI and all the carriers?
You can find OSI and carrier contact information on the BeWell Assistance Network page at https://assistance.bewellnm.com/
Can brokers or agents serve as Presumptive Eligibility Determiners (PED)?
Yes, you will need to create an account in YESNM and apply in the Provider and PED Enrollment system. Once your application is approved you will be given access to take the training.
Can a person maintain their BeWell stand-alone dental coverage after enrolling in Medicare?
Stand alone dental coverage through BeWell may continue after Medicare enrollment, as Medicare does not include comprehensive dental benefits. Members should review their plan details and carrier terms to confirm continued eligibility and coordination considerations.
What is the typical lag time between the 834 files being sent from BeWell to the carrier and the member’s enrollment becoming active? We have had customers contact the carrier who report no record of their enrollment.
BeWell transmits 834 files to carrier partners daily. Once carrier acknowledgement is received, the member’s BeWell enrollment status updates to “Confirm,” indicating coverage has been effectuated. While carrier system update timelines may vary, daily transmission is occurring on our end.
Will Standard plans continue for 2027?
Yes. Standard Plans will continue to be offered for Plan Year 2027. Additional information regarding other plan offerings or future changes will be shared as soon as it becomes available.
Is it true that all carriers have been mandated to offer Bronze plans?
Yes. Beginning with plan year 2027, all Marketplace carriers are required to offer at least one Bronze plan option.
What improvements have been made to the BeWell enrollment platform since launch?
Since launching the new enrollment platform last year, we’ve continued making improvements based on partner feedback and real-world use. While we’ve made significant progress, we know there is always room to improve. We have a roadmap of future enhancements and will continue sharing updates as changes are released that impact your day-to-day use of the platform.
What should brokers know about clients who lose Medicaid because they do not meet the new work requirements?
As a reminder, per federal law, an individual who loses Medicaid for failure to meet the work requirements will not be eligible for financial assistance through the Marketplace. While the loss of Medicaid is a loss of minimum essential coverage, financial assistance will not be available when the loss is specifically due to failure to meet the work requirements.
Where can partners find BeWell resources and system training materials?
Partners can visit the Assistance Network page for system resources, how to instructional videos, promotional materials and other resources to prepare for Open Enrollment.