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HealthCare.gov: Ready to serve millions more

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Thursday, February 27, 2014

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.

 

This post is no longer accepting comments. If you want to learn more about the Affordable Care Act, please visithhs.gov/healthcare. If you have question about or need assistance with health insurance enrollment, please visithttps://www.healthcare.gov/contact-us/.

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Comments

Submitted by John Williams on
There is no way to resolve problems with the Marketplace as per an article in the Washington Post: http://www.washingtonpost.com/blogs/post-partisan/wp/2014/02/03/the-insiders-obamacare-the-incompetence-and-denials-keep-coming/ I was supposed to be enrolled March 1, 2014. No one has contacted me in 3 months.
Submitted by wayne on
I used an agent from HHS.GOV TO ASSIST ME AND AM STILL NOT ENROLLED. NOW I AM USING ALL MY SENATORS AND CONGRESSMEN HAVE THE AIDS CALL CMS/HHS TO RESOLVE MY ISSUE.
Submitted by WAYNE on
THE MARKETPLACE IS NOT WORKING! READ THE WASHINGTON POST FEB.2, 2014. http://www.washingtonpost.com/national/health-science/healthcaregov-cant-handle-appeals-of-enrollment-errors/2014/02/02/bbf5280c-89e2-11e3-916e-e01534b1e132_story.html
Submitted by doesnt matter on
The site is not secure. How and better yet WHY do you expect people to sign up when you are blatantly advertising to the world that the information we give in this site is available for the taking. This administration and this program is the biggest crock in American history
Submitted by Confused on
What are you talking about? Personal information on your healthcare.gov account is not made into public record.
Submitted by David on
Systems down all day (March 1) when will it be back up? How can we check the system status in real time? Thanks

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