As we head into March and the final weeks of the first ever open enrollment period for the new Health Insurance Marketplace, HealthCare.gov is working and ready to serve millions more consumers seeking quality, affordable health coverage.
The site continues to welcome hundreds of thousands of visitors each day creating accounts, completing applications, shopping and enrolling in coverage. System improvements made so far have helped many of the four million people currently enrolled to find quality, affordable coverage, and we keep working to make the site even simpler and more user friendly. The site continues to perform well – serving consumers with response times of less than half a second and error rates of less than half a percent.
The tech team continues to monitor system performance in real time, 24/7 and take steps to improve the user experience. We do this taking lessons learned from the site’s visitors and feedback from the thousands who have responded to our request for what we can do to continually improve. A few recent enhancements include:
- New account creation screens – streamlining the number of screens users complete to begin the online application process from five to two.
- Additional Help content at various stages of the application process –especially supporting more complex family situations and immigrant populations.
- The ability for consumers to now report life changes that could impact their eligibility and coverage –like having a baby or getting married.
As we anticipate a surge of activity in March we are also taking steps to make sure our customer service representatives are even more prepared to help consumers understand their options and enroll in coverage. This coming weekend we will transition 1500 service representatives from web chat to direct telephone assistance where they can help consumers with enrollment 24/7; we have added an additional 800 Spanish speaking representatives to our call center operation; and we’ve provided additional training to call center staff as well as in person assisters. We have approximately 14,000 call center personnel and more than 25,000 trained in-person assisters across the country ready to enroll consumers every day.
Open enrollment ends March 31.
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