⬇️ This article applies to our 60+ enrollable carriers except for:
• United – which uses our new & streamlined enrollment flow → Learn more
• Wellcare – which uses its own unique enrollment flow → Learn more
Signature options
When you begin an enrollment, you'll first select one of three versions of the flow:
eSignature: You fill the form, then text or email the client a link to sign and submit.
In person signature: You fill the form with the beneficiary present, collect their signature, then submit.
Voice Signature: You fill the form, and you submit it. If you're recording the client conversation, you can compliantly use this option.
eSignature
With this option, you fill out the form, then text and/or email the enrollment to the client to sign and submit.
Fill out the enrollment as normal. Then, upon reaching the end of the application, you’ll select the “Send to beneficiary” button to proceed.
Note: this is a new version of the eSignature flow for Plan Year 2027.
We're working with our enrollment form provider, Connecture, to revert back to the easier previous version, stay tuned.
You'll then see this pop-up, where you can send the client the link to submit – either via email, text, or both. We recommend both, in case the client loses track of one.
You can select which carrier PDFs you would like to include in your send. Press the "Send application" button to send a link to the application to the client.
You'll then see a popup to confirm that it's been sent.
⚠️ Important – tell your client to ignore the "passphrase" (it's not working), and to only use the "send code" option.
See your client's flow below for details, and so you can offer guidance.
What your client sees
Text message method
This will come from the phone number: (201) 299-6722 and say "Complete your enrollment" plus a link to click.
Email method
This email will come from Do.Not.Reply@drx.com – with a button to click:
Once the client has clicked the link to proceed, they land on this page.
⚠️ Important – tell your client to ignore the "passphrase" (it's not working), and to only use the "send code" option.
They'll press "Send code" and receive an email with a 6-digit code, which they'll enter on the same page:
After entering the code, they'll land here and click "Continue to enrollment" button (they should ignore anything lower on the page here)
The client will land on the last pages of the enrollment form. They can review the application, sign it, and press the Submit button to send the enrollment to the carrier (with your NPN & Writing Number attached).
After submitting their application, the client lands on the Application Submitted page, and you'll both get confirmation emails (scroll down to see those).
How to resend the link
If you still have your browser window open with the last page of the enrollment form:
Just press the Send to Beneficiary button again, and resend.
If you closed the browser window with the enrollment form, retrace your steps:
Go to the Contact Profile for the client, find the enrollment, click Resume
That will take you to the Plan Detail page – press Enroll on the top left
Select eSignature and continue
Walk through the steps of the enrollment application (it will be all filled out still)
On the final page, at the bottom, press the Send to Beneficiary button.
In person Signature
This option is available for meetings where the beneficiary is with you face-to-face, allowing you to capture their signature in person, and store it as proof of consent.
On the "How would you like to enroll?" page, select "With beneficiary" and continue.
You'll then have the beneficiary sign, by drawing their signature or typing their name.
If there's an Authorized Representative name filled on their Contact record, you'll also see the option for them to sign on behalf of the beneficiary.
Once the signature is collected, continue into the enrollment and submit as normal.
The signature is saved permanently to the Contact's enrollment record – just click the "In person signature" link here:
This loads the signature and names captured, plus enrollment details. If a carrier ever asks for proof of consent, you can pull it up to view, or download as a PDF:
Voice Signature
Selecting the Voice Signature option allows you to submit the enrollment yourself.
Fill out the application as normal. Then, upon reaching the end of the application, you’ll select the ‘Submit’ button to finalize the client's submission.
After submitting their application, the client lands on the Application Submitted page, and you'll both get confirmation emails (scroll down to see those).
Post-enrollment
Once the enrollment has been submitted, whether via eSignature or Voice Signature:
It sends directly to the carrier with your NPN and Writing Number attached
It appears in your carrier's broker portal 3–7 days later.
Enrollment details are instantly synced to the Contact Profile in your CRM.
FAQ & troubleshooting
My client's eSignature code is not working
My client's eSignature code is not working
Troubleshooting steps:
Have them refresh the page and try again.
Check that the code is entered exactly as shown, with matching capitalization and no extra spaces – copying and pasting the code works best.
If it still doesn’t go through, re-enroll using Voice Signature, or complete the enrollment on the carrier’s site. Please also report the issue to our Support team so we can investigate.
My client isn't receiving the eSignature email.
My client isn't receiving the eSignature email.
Troubleshooting steps:
Have them check for emails from sender Do.Not.Reply@drx.com
Have them check their spam folder
Check that the email is spelled right – you can send an email from your email account to test it.
Try sending it again or sending it via text message instead, here's how.
How do I answer "What is your relationship to the person enrolling in this Medicare plan?"
How do I answer "What is your relationship to the person enrolling in this Medicare plan?"
Towards the end of the application, you will see this question:
As an agent or broker, you should select the second option "I am helping the person enrolling." Some forms may phrase this as "I'm an individual helping an enrollee with completing this form.”
You may also see this variant below, with only two options. In this case, choose "1 am (or am helping) the person enrolling"
Only select "I’m the authorized representative” if you have legal authority to act on behalf of the beneficiary – as a POA, legal guardian, or court-appointed representative.
Do eSignature links expire?
Do eSignature links expire?
During SEP / "Current Plan Year Enrollment" (Dec 8th prior to plan year through Dec 1st of the plan year):
The expiration date is set to Effective Date + 1 Day (e.g., an effective date of May 1st sets the expiration date to May 2nd).
During AEP (Oct 1st through Dec 7th prior to the start of the plan year):
The expiration date is set to December 8th (cannot be edited).
Does the in-person signature work with an external signature pad?
Does the in-person signature work with an external signature pad?
no, and the external signature pad is not required for this. The client can just use your mouse to draw their signature on your screen in the signing area of the screen .
Questions? Contact support
Call (855) 521-4984 or email medicare-agents@healthsherpa.com with questions.
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