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Maryland May Transfer Obamacare Callers to Brokers

Managers of Maryland's online health insurance exchange, Maryland Health Connection, will attempt a pilot program designed to put some consumers who want to buy coverage through the government marketplace directly in touch with insurance brokers...
August 26, 2015

Managers of Maryland's online health insurance exchange, Maryland Health Connection, will attempt a pilot program designed to put some consumers who want to buy coverage through the government marketplace directly in touch with insurance brokers.

Starting with the 2016 individual coverage open enrollment period—which is set to run from Nov. 1, 2015, through Jan. 31, 2016—the state agency wants to transfer many consumers who call the exchange call center directly to brokers who have been authorized by the state to provide exchange guidance to consumers. The Maryland exchange was created as a requirement of the federal Affordable Care Act (ACA).

According to a presentation given by Michele Eberle, the exchange's operations director, to the entity's board, having call center customer service representatives make warm transfers of consumers to brokers should shorten the reps' caller handle time, give consumers access to expert advice on coverage options and give the brokers easy access to a stream of eager, pre-qualified leads.

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