Health benefit exchange call center has answered more than 3,200 calls each day since Oct. 1

LEXINGTON, Ky. – Governor Steve Beshear today celebrated a significant milestone at the kynect contact center, where agents have answered more than 100,000 calls from Kentuckians since the exchange launched on Oct. 1. Contact center agents help Kentuckians navigate the exchange and explain the health insurance options available to them.

“The kynect health benefit exchange is a leader in the country in terms of consumer experience and enrollment numbers. I’m especially pleased that the call center workers are local folks – this call center is truly an example of Kentuckians helping Kentuckians,” said Gov. Beshear. “As we work toward our goal of ensuring all Kentuckians have access to affordable healthcare coverage, this facility plays a key role in helping citizens understand the process.”

The contact center, a major component of the Affordable Care Act, is operated through a contract with Xerox. As a condition of the contract, kynect stipulated that the call center be operated in Kentucky.

The contact center began operation on Aug. 15, several weeks in advance of open enrollment. The center received its 100,000th call on Oct. 31.

More than 115 professional customer care representatives at Xerox’s Lexington facility are available to answer questions about kynect and to help citizens navigate the online application process. The average call duration is 13 minutes 41 seconds, which includes both application processing and general calls. Representatives are available via phone, live online chat and email. Kentuckians without internet access can also get help completing and filing applications over the phone.

“We’ve found that callers most often need assistance with their applications, have questions about their case status or their eligibility for government assistance, or are in need of basic program information,” said Connie Harvey, corporate vice president and chief operating office, Healthcare Services, Xerox. “Selecting and purchasing health insurance through an exchange is a new and very personal experience for many people. The kynect contact center is a way for Kentuckians who are making important healthcare decisions to simplify the process.”

The contact center provides assistance in English and Spanish as well as other languages, and can be reached at 1-855-4kynect (459-6328).

The kynect website can be found at www.kynect.ky.gov. Open enrollment through kynect will continue through March 31, 2014, with coverage effective as early as Jan. 1, 2014. Federal funding from the ACA supports contact center staffing and training through 2014.




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