Months into her tenure as head of HealthSource RI, Anya Rader Wallack is still trying to undo a tangle of customer service problems.
Customers of the online health insurance marketplace have been unintentionally unenrolled from health insurance plans, over-billed, and kept waiting months for a resolution. Thousands were affected earlier this year. But that number has dropped into the hundreds. Wallack says technology vendor Deloitte has fixed many of the major glitches. But issues remain in the customer service call center, run by Optum.
“We’ve also worked a whole lot with Deloitte and Optum to make sure that when people do experience problems they’re dealt with in a much better way," said Wallack, "both in terms of fixing the accounts that may have gotten messed up by the technology and in terms of how folks on the phone are working people through the process, explaining things to them.”
About 800 customers are currently waiting for a resolution to a problem, according to a HealthSourceRI spokeswoman. Nearly 600 of those cases require a system fix by Deloitte, the technology vendor.
Wallack says call center reps now triage urgent calls. And the highest priority is given to customers in danger of losing their health insurance coverage.
During the 2014 open enrollment period, HealthSourceRI enrolled or renewed health insurance plans for more than 30,000 Rhode Islanders. More than 80,000 Medicaid recipients were enrolled by HealthSourceRI and the office of Health and Human Services.