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Creating a Streamlined Service Center for California’s Health Subsidy Programs

The California Health Benefit Exchange, in coordination with the Department of Health Care Services (DHCS), will launch a new service center in 2014 to provide individuals and families with a unified eligibility determination and enrollment portal. This service center will allow consumers to learn about their coverage options and simultaneously apply for subsidized Exchange and Medi-Cal coverage. The ability of the service center and county enrollment call centers to knowledgeably answer potential applicants’ questions and to handle enrollment in a timely and accurate fashion will be a critical component of creating a “first-class” consumer experience. To ensure the success of this vital element of California’s subsidized health programs under health reform, this brief outlines some important considerations and potential performance metrics for the Exchange, DHCS, and the counties to include in their ongoing coordination, improvement, and implementation efforts related to their service centers.

For the full report: Creating a Streamlined Service Center for California\'s Health Subsidy Programs (1578)