When is the other shoe going to drop with the ACA? - Panviva, Inc. - ContactCenterWorld.com Blog
When anything with a massive change in management effort gets implemented, don’t we always wait for the other shoe to drop? Well, in the case of the Affordable Care Act, ACA or Obamacare, it’s just around the corner. Let’s take a look at where things were, where we are today, and what else is coming in the future.
Healthcare has been bracing for the ACA for quite some time. The level up period to the ACA, October 1, 2013 date, had a lot of “hurry up and wait” associated with it. Then, when it was apparent it was going to become a reality, everyone panicked. Everyone asked about ACA, Obamacare, and the exchanges for months. They attended conferences and hired so-called consultants, and in the end, were no better prepared for what was to hit.
Did healthcare really prepare? Did payers really prepare to enter the exchanges with the new plans? Did providers prepare with payers and exchanges to mitigate and cover all of the issues that they were going to be faced with? Everyone worked their silos by themselves, but what about the end-to-end analysis that should have been going on along this path?
Now, let’s look at where we’re at. At this point in the year in April 2014, we’re still behind in the projections of where the government wanted to be, or I should say the administration. If we follow the process through a little bit more, we can see that the new population of members are now getting their insurance cards. The ones that had signed up from October, November, and December have been getting their insurance cards in the end of January, February, and now into March. They’re also now getting their explanation of benefits.
Now they’ll be thinking of the questions to better understand what it is that they just bought. The process of working through this with a new user really needs to be carefully looked at.
Next is this new population that has just recently gotten health insurance. As they begin to use the new insurance, it will start stressing many other departments. You’ll start to see this from the front office, which is the call center that would normally interact with them as they had questions. You’ll start to see it from the claims department. You’ll start to see billing, enrollment, and various other departments beginning to feel the stress of the projection of the cycle.
As we move forward and have the first phase of the ACA under our belts, it will be important for us to look back on all processes and occurrences that we saw. Once we can understand what happened we would then need to prepare for the next phases of the ACA. Needless to say, for most – it’s the right time to optimize for the future.
Join the conversation and let us know how you made it through the ACA?
Publish Date: April 10, 2014 5:00 AM
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