Filed Under:Health Insurance, Individual Health

PPACA exchanges seek Web help

A glimpse of a MNsure contact center in the peaceful time before open enrollment started. (AP Photo/Jim Mone)
A glimpse of a MNsure contact center in the peaceful time before open enrollment started. (AP Photo/Jim Mone)

The boards of two state-based public exchanges tackled enrollment system problems at meetings this week.

The board of MNsure, Minnesota's public exchange, decided to seek federal permission to hire Deloitte Consulting to fix its enrollment website and other enrollment systems.

MNsure could pay Deloitte about $5 million for the contract.

Managers of the Maryland's Maryland Health Connection exchange announced a similar move earlier this month.

At the MNsure board meeting, witnesses said some of the blame for the Minnesota enrollment system problems lay with board efforts to have a "no wrong door" system that forced everyone to log on through one MNsure portal.

The unified approach meant that, when the one front door had problems, no one could get in to do anything, witnesses said.

Meanwhile, in Nevada, directors at a Nevada Health Link board meeting reviewed a presentation on its lead enrollment system vendor, Xerox, from William Carr of Health Claim Auditors Inc.

Carr said Xerox had a high abandoned call rate at their call center and was falling short of contractual standards in other areas. The auditors at his firm found, for example, that, of the 540 reviewed claims, 9.4 percent had their accounts displayed within the customer service representation system but were not transferred to the customer relationship management system. 

The auditors reported that "Xerox had a very large backlog of incoming correspondence that was unattended."

Carr said the maximum total penalty for failures to meet contract standards is equal to 5 percent of the vendor's monthly administrative fees. 

Xerox representatives have said the company has been trying to fix the problems as quickly as possible.

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Originally published on BenefitsPro. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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