Issued by: Centers for Medicare & Medicaid Services (CMS)

Issue Date: September 17, 2014

Program Area: Small Business Health Options Program (SHOP)

Question: If an employee calls an issuer directly and provides the issuer with an update, could the issuer call the Federally-facilitated Small Business Health Options Program (FF-SHOP) Call Center to assist the employee with the change or do issuers have to direct the employee to the FF-SHOP Call Center?

Answer: Issuers should direct employers and employees to the online system or the FF-SHOP Call Center to update account information or to make coverage changes. The FF-SHOP Call Center is also able to participate in 3 way calls between an issuer's help desk, the FF-SHOP Call Center and the employer wanting to make account changes.

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