This summer, the Obama administration and Enroll America have organized aggressive campaigns to encourage eligible Americans to enroll in health coverage through the new Patient Protection and Affordable Care Act’s (PPACA) online health insurance marketplaces.
By 2016, it is predicted that more than 25 million people will use these exchanges to buy health insurance.
With the marketplace open enrollment period beginning Oct. 1 and running through March 31, insurance agents and brokers should keep in mind that contact centers will be on the front lines of the PPACA rollout.
The contact centers must offer members and prospects access to live agents with the correct policy and plan options available, and answers for the many questions that consumers will surely ask.
While the marketplaces will be new frontiers for managed care, many contact centers have deep health care expertise, including experience with the start of the Medicare Part D program, and they are well-qualified to help individuals navigate the complexities of health insurance and buy the right plan.