At the Silver State Health Insurance Exchange Board of Directors meeting on Thursday, February 27, Xerox reported multiple progress points in its efforts to resolve issues related to Nevada Health Link. The company's dedicated teams are moving quickly to help Nevadans get access to affordable healthcare through the exchange. For example:
While there's still a way to go, enrollment in the exchange is showing improvement. At the end of January, there were just under 15,000 paid enrollees. As of February 26, enrollment has increased almost 29 percent to 19,320.
In the past two weeks, we have completed more than 60 percent of the high-priority fixes the system needed. These fixes include several that will improve how information – including payments and customer data – is delivered to the carriers. We're reconfirming the status of these fixes with each of the carriers and beginning final testing programs. We are on track to close all 182 high-priority fixes by the end of March.
A specialized unit for the carriers ensures their specific issues are understood and actioned quickly. We have weekly meetings with all the carriers, and individual calls with each one, too.
At the beginning of February, the average wait time for the call center was about 10 minutes. The average wait time has gone down to about two minutes.
A backlog of correspondence – including letters and emails to the exchange – is being addressed quickly. Since February 1, it has dropped by more than 40 percent.
Dedicated teams also are working fast to address questions from brokers and other issues that require special handling.
Emails and letters have been sent to Nevadans who visited NevadaHealthLink.com and created an account but didn't purchase a plan. They are encouraged to come back to the exchange to complete their applications for health insurance. We feel confident they will notice that Nevada Health Link has changed for the better.
These points show that Nevadans are getting answers to their questions about Nevada Health Link, and the system is improving. We aren't there yet, but we are on the way.
We are absolutely committed to getting all aspects of the Nevada Health Link system right. At the end of the day, Nevada Health Link has to be a service we're all proud of, and we're focused on that goal.