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Nevada CO-OP seeks enrollee info

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One of the most popular CO-OP plans says public exchange enrollment site problems in its state could threaten its future.

Bobbette Bond, chief project officer of the Nevada Health CO-OP, one of a new crop of carriers created by the Patient Protection and Affordable Care Act, said during a Silver State Health Insurance Exchange board meeting that they’ve had trouble getting any information about consumers who signed up for coverage in January.

The CO-OP attracted about 37 percent of the 18,000 qualified health plan enrollees at the state-based exchange, which does business as Nevada Health Link.

In Nevada, consumers identified as Nevada Health Link enrollees have actually paid for coverage.

The exchange enrollment site managers have a list of CO-OP enrollees who signed up for coverage in January but managers have not yet given the CO-OP any information about the “pending, possible enrollees,” Bond said.

“Cards have not been mailed,” Bond added.

The CO-OP is ready and willing to accept patients, but it cannot mail cards, because it has no information about where to send the cards, Bond said.

Meanwhile, even though the patients have no cards, and the CO-OP has no information about them, some of the patients are CO-OP members, and they’re accessing care the CO-OP has no way to manage, or even track, Bond said.

Bond spoke as the Nevada exchange board was preparing to look for a replacement for Jon Hager, the outgoing executive director.

Board members had complained about problems with the enrollment website, which is run by Xerox, and problems with consumers getting timely access to call center representatives.

The exchange staff has said the problems could cut 2014 plan enrollment to 50,000, from a forecast of about 118,000.

Bond said the CO-OP’s performance will depend on the ability of the exchange to get enrollment numbers up. 

David Hamilton, an executive in the government health care solutions group at Xerox, said the company has made progress at addressing many website defect concerns and call center service concerns and sharply decreased the time callers spend waiting on hold.

Other Xerox representatives said the company has mini e-mail blast campaigns to attract consumers who had problems with the exchange back to the exchange.

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