Feds, States Add Help For Health Care Open Enrollment
By: Jane O’Donnel and Laura Ungar (USA Today) November 2014
The federal and state health insurance exchanges open for business Saturday amid guarded optimism that the seemingly successful window-shopping period on HealthCare.gov earlier this week suggests things will go better than last year’s torturous roll-out.
The federal HealthCare.gov site will have 1,000 more people at its call center. More insurance assistants, known as navigators, have been added in many states.
Officials from states that run their own health care exchanges said they also are broadening their reach and methods to get as many people enrolled and re-enrolled as possible.
During a conference call hosted by the non-profit group Families USA, state officials said they are targeting groups that are sometimes hard to reach, such as “young invincibles” and residents who don’t speak English. States are offering information in different languages and increasing the numbers of customer service representatives at call centers. Other efforts:
• In California, exchange officials are doing a statewide bus tour and working with partners to open more than 200 storefronts where people can learn about and sign up for insurance, said Peter Lee, executive director of Covered California. The state is “doubling down on social media outreach” and holding enrollment programs within the state university system.
• Kentucky is also opening a retail store in Lexington, says Carrie Banahan, executive director of the Office of the Kentucky Health Benefit Exchange. The state is reaching out through cable channels, Hulu and a new app that allows users to access the kynect exchange on their mobile phones. The number of people answering the phones at the call center will more than double, from 125 to 300.
• New York is targeting consumers with a texting campaign and also sharing stories of young adults helped by the exchange, says Donna Frescatore, executive director of the New York Health Benefit Exchange. The state is releasing informational materials in more languages this year and is launching a Spanish version of the exchange website, she says.
Experts recommend that those new to health care shopping on the public exchanges work with navigators or insurance agents — or at least spend extra time exploring options before the Dec. 15 deadline for plans that are effective Jan. 1.
The extra help will be especially valuable this year. There are 25% more plans on HealthCare.gov and fluctuating premiums, provider lists and out-of-pocket costs on all exchanges. Re-enrollment is recommended even for people who are happy with the plan they bought last year because there will often be lower rates.
