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March 2013 St@teside

Consumer Assistance Briefs Highlight Practical Examples from States and Beyond

The State Health Reform Assistance Network (State Network) recently published three consumer assistance issue briefs that take advantage of on-the-ground policy and operational decisions by states and others. As leading states make concrete decisions about Health Benefit Exchange implementation, other states are learning from them and refining their own policy and operational choices.
  • Navigators and In-Person Assistors: State Policy and Program Design Considerations pulls together requests for proposals (RFPs), policy documents, board presentations and official committee and board recommendations that can help inform the development of Navigator and In-Person Assistor (IPA) programs in both state-based exchanges and Partnership states. It addresses training standards, performance metrics, conflict of interest policies, and interaction with other state-based programs. It includes a short case study of the Maryland Navigator/IPA program.
  • What Should Exchanges Know about Call Centers: A Guide for Implementation highlights best practices from existing call centers in the public and private sector. The report is designed to help states evaluate whether they should contract for services or develop their own call centers. It highlights several key reporting metrics call centers should emphasize and give tips for developing reasonable estimates on call center volume.
  • Designing Consumer Assistance Programs: Resources from the Field includes resources from a recent State Network meeting on Consumer Assistance. It offers ideas and information related to 1) outreach and education; 2) Navigators and IPAs; 3) producers/brokers; and 4) call centers.