Connecticut has selected a provider to handle customer contact center operations for Access Health CT, the state’s Health Insurance Exchange (HIX), scheduled to go live for open enrollment on Oct. 1, 2013.
On Monday, Feb. 25, MAXIMUS, a provider of government services, announced that it has signed a new, three-year, five-month contract with the state that's valued at $15 million, according to a press release. The contract runs from March 1, 2013 through August 31, 2016, and has a two-year extension option.
All Connecticut residents using Access Health CT will go through the primary customer service center, run by MAXIMUS, to determine their eligibility for, and enroll into, a qualified health plan. They will receive help navigating health plan information to determine which plan best meets their needs. The service center will also offer self-help options such as Web portal assistance and interactive voice response.
“We view our customer service centers as the face of Access Health CT," said Kevin Counihan, CEO of Access Health CT, adding that it's a critical and very visible function, one they expect MAXIMUS will do well.
“The decision to purchase insurance is an important one, especially for those who have not had insurance in the past, and we want to make sure our customer service center representatives are sensitive to this," Counihan added. "The fact that MAXIMUS is already working with several states, including New York, on ACA and related health insurance customer call center programs is a big advantage.”
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