Third and Final Site Projected to Add 280 Trained Representatives
for Guiding Consumers Through Enrollment
SACRAMENTO, Calif. — Covered California™ opened its Fresno Service Center
this week, staffed with 58 new employees and with training ramping up for peak
enrollment times. By the end of the year, the Fresno center is expected to have
a total of 280 representatives.
Covered California previously opened two other Service Center
locations, in Rancho Cordova and in Contra Costa County. By Dec. 1, the state
health benefit exchange expects to have a total of almost 560 employees at the three
sites, using state-of-the-art technology to help consumers understand the benefits
of the Patient Protection and Affordable Care Act, determine their eligibility
for Medi-Cal or for premium assistance, and enroll for health care coverage.
“Hiring and training for Fresno Service Center representatives
is under way, creating waves of new employees committed to our historic mission
of providing access to affordable health care coverage in California,” said Covered
California Executive Director Peter V. Lee. “We need these skilled customer
care representatives to give consumers first-class service during the higher
anticipated call volumes in November and December. And we’re glad to bring
much-needed jobs to the Fresno community.”
The 52,000-square-foot center at 7201 N. Palm Ave., Fresno,
started taking live calls on Monday. With the launch of the Fresno site, the
three Covered California Service Center locations have a total of 481
representatives handling calls statewide in 13 languages.
Each call going to the Service Center number (800) 300-1506
will go to the first available representative, regardless of the geographic
area of the caller. Service Center representatives handle about 65,000 consumer
calls a week. Call volumes in October reached nearly a quarter million.
Service Center representatives are trained to be expert
resources, from fielding questions about eligibility and qualifying for premium
assistance to guiding a consumer through enrollment. They offer support by phone,
email, Web chat and written communications.
The representatives receive more than five weeks of
instructor-led training, primarily scenario-based. They are introduced to
Covered California’s phone, computer and online resources. By the completion of
training, representatives have more than 50 hours of hands-on, supervised
practice in helping consumers.
The Service Center is open for business from 8 a.m. to 8
p.m. Monday through Friday and from 8 a.m. to 6 p.m. on Saturday.
About Covered California
Covered California is the state’s marketplace for the
federal Patient Protection and Affordable Care Act. Covered California, in
partnership with the California Department of Health Care Services, was charged
with creating a new health insurance marketplace in which individuals and small
businesses can get access to affordable health insurance plans. With coverage
starting in 2014, Covered California helps individuals determine whether they
are eligible for premium assistance that is available on a sliding-scale basis
to reduce insurance costs or whether they are eligible for low-cost or no-cost
Medi-Cal. Consumers can then compare health insurance plans and choose the plan
that works best for their health needs and budget. Small businesses can
purchase competitively priced health insurance plans and offer their employees
the ability to choose from an array of plans and may qualify for federal tax
credits.
Covered California is an independent part of the state
government whose job is to make the new market work for California’s consumers.
It is overseen by a five-member board appointed by the Governor and the Legislature.
For more information on Covered California, please visit www.CoveredCA.com.
