Health Connector steps up customer service
The Massachusetts Health Connector has announced the opening of an Ombudsman Office to assist people purchasing insurance through the state exchange with serious service issues, ahead of this year’s open enrollment period that begins on Nov. 1.
“The Health Connector continues to reshape and improve our Customer Service experience based primarily on feedback from our members,” said Louis Gutierrez, the Executive Director of the Health Connector. “The goal is to have our members’ needs met each time they contact us. However, in those cases where members are highly dissatisfied and have exhausted regular service routes, ombudsmen will be available to serve as an advocate as we continue to correct an and improve service for our customers.”
Members can still get direct service at either walk-in centers around the state or from the call center. Those who need further assistance can seek help from the Ombudsman Office.
The Health Connector has also made a series of improvements to both the online system and its customer service processes as open enrollment nears. The online system has improved with additional functionality that allows members to make account changes through the website, and a stronger payment system that eliminates the prospect of declined or misdirected payments. When open enrollment starts, the website will also feature a provider search to help members find out if a plan includes their doctor, and a function that will allow side-by-side comparison of plans.
Customer service has been improved by reducing wait times from 20 minutes or more to less than 30 seconds, and reducing the call abandonment rate from 40 percent to less than 3 percent, according to the Health Connector. Additional agent training and call center management is in place, and staff and hours will expand, including evening, and Saturday and Sunday hours. Also, the Health Connector is opening walk-in centers in Springfield, Lowell, Brockton and Fall River, along with existing centers in Boston and Worcester, to provide assistance.
There are more than 170,000 people in health coverage through the Health Connector, according to the agency.
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