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Agenda for Sept. 18 Health Insurance Exchange Virtual Conference Includes Sessions on Exchange Readiness, Call Service Centers
Date:9/12/2013

anaged Care Firms Expected to Have in the New Marketplaces ... and What Can You Learn From Them?” — Kamran Hashim, associate vice president of strategy, policy and implementation for health insurance exchanges for Molina Healthcare, Inc.; Martin Hickey, M.D., CEO of the CO-OP New Mexico Health Connections; and Courtney White, principal consulting actuary at Milliman, will review the impact Consumer Operated and Oriented Plans (CO-OPs) and Medicaid managed care firms likely will have on rates and market share.
  • 2:15 – 3:15, “Last-Minute Preparations for Customer Service Centers: Why the Training of Call Center Reps Could Be the Key to the Future of Exchanges” — Eric Rubin, president of the health operations division at MAXIMUS, which has secured customer service contracts with several state exchanges and will run call centers for some federally facilitated exchanges, and Renee Rhem, vice president of customer service at Independence Blue Cross, will review topics including call center lessons learned from the Medicare Part D rollout in 2006, how to make sure customer service representatives are well-informed, and the pros and cons of outsourcing customer service staff.
  • 3:30 – 5:00, “How to Thrive in Exchanges This Fall and Get a Jump-Start on the Year Ahead” — Catherine Murphy-Barron, Victoria Boyarsky and Hans Leida, Ph.D. — all experienced consultants with Milliman’s pre-eminent insurance exchange team — will provide a high-level overview of lessons learned about pricing, adjusting for underlying risk, billing and enrollment systems, customer service operations and working with a new array of business partners.
  • AIS’s virtual conference allows participants to attend a live conference without having to travel to a meeting site. Plus, the registration fee includes a free On-Demand recording of each session, so any agenda items can be reviewed at a later time.

    For more information, including speaker biographies and regis
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