State officials Wednesday opened a window into the workings of Vermont Health Connect, showing off operations, and new technological fixes administrators hail as a game changer. But tangible evidence of improvement remains elusive.
Those working closest with the state’s health insurance marketplace guided the media through the new process for altering policies. Health Connect Operations Director Cassandra Gekas says time tells the story more than 30 minutes per change like a new address or a new baby with the old system, five minutes with the new. That translates into the average workers processing about 15 changes a day, as opposed to about three.
“I think you can see from the demonstration, our world is very different,” Gekas said.
The state has a backlog of about 10,000 pending changes, but the new process remains largely in the testing phase. Administrators say their cautious approach guards against new problems in a system that’s been plagued with them since launching in October 2013. By this October, the new tech should be fully in place.
Wednesday’s demonstration used a simulation of the exchange used for training without real customer data. Rep. Cynthia Browning of Arlington offered to let the state use her info, but spokespeople say federal privacy laws still make a real demo impossible. Gekas conceded Vermonters may only believe the fix is making a difference once the backlog actually shrinks.
“That’s more powerful than anything we can show you today,” she said.
“Vermonters have understandably had it up to here, and they don’t have patience for down the road promises. We need this to be working now,” said Rep. Chris Pearson, P-Burlington.
Pearson is one of the longest-serving members of the House Health Care Committee. Lawmakers made sure when the session ended that they didn’t lose the power to oversee the exchange. A group of 10 powerful representatives and senators can pull the plug if necessary.
“They can, at any time they see fit decide that we need a new plan,” Pearson said.
Pearson says he’s cautiously optimistic this change, and another set for October, will work. But those running the exchange have a limited amount of time to find a path to health for their ailing exchange.
Date: June 10, 2015