As problems persist with HealthCare.gov, other businesses involved in the implementation of the Affordable Care Act have received less attention. This includes call centers, which also received big contracts, Kaiser Health News reports.
In state exchanges, the call-center practices differ by state, with some setting up their own and others contracting outside companies to run them.
While some of these centers are more forthcoming about costs, others are not making that information public.
Maximus, the company contracted to run the call center for Connecticut’s state exchange, Access Health CT, said in a press release that its contract was valued at $15 million over three years, but it would not give additional information. Access CT would not confirm that figure.
Maximus says that releasing pricing information would damage competition in what it says is a highly competitive industry.
Ideally, call-center prices wouldn’t matter because people would sign up on the website, Rick Howard, an analyst at technology research firm Gartner, told Kaiser. “This is just a really complicated, initially, enrollment cycle,” he said. “Once the websites continue to evolve, then I would expect, over time, call center activities to be greatly reduced from what they were here in the first months or year of the marketplace.”