ObamaCare Clusterfuck: Federal exchange call centers will be up by the end of June amidst secrecy about contracts, scripts
Within days, the company that handles an average of more than 60,000 calls daily about Medicare will be deluged by new inquiries about health insurance under the Affordable Care Act.
The six Medicare call centers run by Vangent, a company based in Arlington, Va., will answer questions about the health care law from the 34 states that opted out of running their own online health insurance marketplaces or decided to operate them jointly with the federal government.
An HHS official said call-center representatives would "undergo extensive training" about the health law and basic insurance issues but could not provide more details.....
Neither Vangent nor HHS would provide specific requirements of the contract or a copy. Employment ads for the call centers' "temporary customer service representatives" seek applicants who have a high school diploma or equivalent and six months of telemarketing or secretarial experience.
An HHS spokeswoman said that customer service representatives will answer questions by reading from HHS-approved scripts and provide state-specific information. However, she would not provide examples of the scripts or say whether they were tested with consumers.
Neither Vut last month, the president of Maximus, a company that processes Medicare appeals, told investors that his firm received a government contract to operate the call centers with Vangent. Maximus officials declined to comment on that announcement or provide a copy of the contract. [So many middlemen, and they each take their cut!]
"It's going to take a lot of tender loving care to explain to folks [ugh] how to handle this, how to make the right choices, how to participate," said Richard Montoni, president of Maximus. "With the passage of time, those additional speed bumps will be ironed out and we will be out there running these programs as intended."
Everything's going to be fine.
If the call centers give me bad information, can I sue them?
NOTE Hat tip, Hipparchia.