Colorado interChange: Resources for your Membership
Week of November 2, 2017
We'll use this newsletter to provide you with updates on the implementation of the Colorado interChange, including topics you might be hearing from your members as well as content for your membership newsletter and general updates on progress.
Provider Buzz
Here's a look at hot topics for providers and others:
New Quick Guides are in development to continue to provide resources for providers as they work to navigate the Colorado interChange implementation. The first of these, Revalidation and Enrollment Quick Guide, has joined others already published. Providers should use this Quick Guide if they are beginning a revalidation application or are having difficulties with the process.
The Department is hosting a Revalidation and Enrollment Webinar, tomorrow, November 3, 2017. For more information, see the invitation sent to providers.
Providers and others have asked how the Department understands the process for achieving normal operations for the Colorado interChange. The Department has always seen that effort as a multi-step process that would include continuous improvements and fixes to the system through the first six to nine months of operation. You can read more in the recent Implementation Update sent to providers.
The Department understands that the Provider Services Call Center continues to be an area of frustration for providers and is working to improve training for agents and increase the available resources to reach the goal of "one call resolution." While call wait times have dropped to an average of 60 seconds, there is still work to do on the quality of the calls and their ability to resolve provider issues quickly. Current improvements include:
Onboarding a call center supervisor with extensive call center experience
Additional staff hired to perform call quality control reviews
Department staff in the call center to help give callers real-time quality answers
Department program managers will train call center staff on program basics
News You Can Use
Here's some content for membership newsletters:
Child Health Plan Plus Update
As you may know, Congress has not reauthorized federal funding for the Children's Health Insurance Program, known as Child Health Plan Plus (CHP+) in Colorado. Unless Congress acts to restore federal funding, CHP+ in Colorado will end January 31, 2018.
