WINOOSKI — Gov. Peter Shumlin and his health care reform team said Monday they have met a key deadline in implementing a core function to Vermont Health Connect and plan to continue improving the online health insurance marketplace through the fall.
“Having Vermont Health Connect work as it was designed to is the best possible outcome for Vermont. There’s no question that the biggest challenge that we’ve faced since we launched is change-of-circumstance,” Shumlin said at a news conference Monday. “We set a deadline of today … and I’m pleased to announce that this team behind me and some who aren’t here have delivered.”
Shumlin said the upgrade of the site to include change-of-circumstance, the ability for customers to have their personal information changed online, meets the first of two self-imposed deadlines he laid out in March as he faced mounting pressure about the exchange’s performance. The upgrade, which is still being phased in by the administration, will allow customer service representatives to make changes to consumers’ accounts in an automated way.
The process until Monday required staff to make manual changes to accounts and sometimes included more than 20 different people to complete the process, according to Cassandra Gekas, operations manager for the exchange. Now, staff will be able to condense what was up to a two hour total process — and because of backlogs could take months to complete — should take about 10 minutes and be reflected on users’ accounts at the next billing cycle.
“It means that we now have the capability, the tool, to be able to change your circumstance when things change for your insurance. And the outcome of that, as we get it up and running, will be a much smoother system that has been evading us since we launched,” Shumlin said.
Shumlin promised the change-of-circumstance function would be operational by the end of May. He also promised that an automated renewal process would be in place by Oct. 1. The state’s main contractor, Optum, will now turn its attention to the second milestone, Shumlin said.
The promises in March followed a host of missed deadlines and technological setbacks since the exchange launched. The exchange, created under the federal Affordable Care Act, has never performed as expected and been a source of frustration for customers, the administration and lawmakers.
Shumlin said in March that failing to meet the goals would result in the state transitioning to an exchange run by the federal government, or perhaps a state-federal hybrid model. Shumlin said Monday his administration would continue to work with Optum and the two insurance carriers — Blue Cross Blue Shield of Vermont and MVP Health Care — that offer plans on the exchange to improve the site.
“There is no better solution for Vermont than to have our website work. Full stop. If there were the ability to partner with other states or state to solve our problems, we would have done that already,” the governor said. “We have been … incredibly frustrated by getting to this point and the point we need to be at for enrollment Oct. 1. But the best outcome for Vermont is to have their own website work and that’s what I will continue to try to achieve.”
The change-of-circumstance function is only being partially unveiled, however. For now, customers will need to continue to call customer service staff or fill out an online form to request a change to their personal information. The ability for customers to make their own changes online will not be allowed until October, officials said.