FRANKFORT, Ky. (4/19/13) – Governor Steve Beshear announced today that Xerox will create 100 new jobs to support a Kentucky-based call center for individuals seeking health insurance information through the Kentucky Health Benefit Exchange.
Under the terms of the state contract, Xerox will provide call center personnel and the necessary infrastructure to provide citizens with information and assistance about available health care coverage offered through the Exchange, which is part of the federal Affordable Care Act. The call center will begin operation Aug. 1, 2013. The Exchange is an online marketplace, similar to a travel website, where people may search and compare health insurance plans from a variety of vendors.
“As we prepare to launch Kentucky’s Health Benefit Exchange this fall, we are making sure that Kentuckians who will use the Exchange to find affordable health plans will also have access to real people who can help them answer questions,” said Gov. Beshear. “Not only does that ensure that Kentuckians get good service, but also has the added economic benefit of creating jobs for Kentuckians who are looking for new employment opportunities.”
Under the contract, Xerox will establish call center locations in Frankfort, Lexington and London, with the potential for other locations around the state, creating more than 100 new, full-time jobs for Kentuckians. The Commonwealth’s contract with Xerox will run through the end of 2014, with five one-year optional renewals. The call center will offer assistance via a toll-free number in English and Spanish and will have live call-monitoring, real-time reporting, and integrated interaction with customers, including email and chat options.
Federal funding from the Affordable Care Act (ACA) will support the startup, staffing and training of the call center through 2014.
Xerox currently operates 27 contact centers around the nation and is implementing call centers for one other state-based health benefit exchange. Contracting with Xerox to operate the call center will save the Commonwealth more than $1 million each year compared to the estimated cost to the Commonwealth to staff and operate the call center with state employees.
“We are extremely excited about the establishment of the contact center for the Kentucky Health Benefit Exchange. This service, along with our online site, will provide convenient access for Kentuckians who need assistance using the Exchange to find health coverage,” said Cabinet Secretary Audrey Tayse Haynes. “We believe this will be a significant improvement in access for those seeking Medicaid or private insurance coverage across the state, resulting in improved health care access and health outcomes for our citizens, while also providing new jobs for Kentuckians.”
On July 17, 2012, Governor Steve Beshear issued an Executive Order establishing the Kentucky Health Benefit Exchange, a requirement of the federal ACA. He did so at the strong urging of several interest groups representing employers, health care advocates and citizens, including the Kentucky Hospital Association, the Kentucky Chamber of Commerce, Kentucky Voices for Health and Anthem Blue Cross Blue Shield. Currently, Kentucky is one of 17 states that has chosen to operate a state-based exchange in lieu of having the federal government operate the exchange.
“The new contact center will provide Kentuckians with the ability to speak directly to a person for assistance, utilize email, or engage in online chat sessions with call center and Cabinet staff,” said Rodney Murphy, Chief Information Officer for CHFS.
Information provided by the office of Gov. Steve Beshear
Photo provided by SurfKY Graphics
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