State-Based Marketplaces
Our end-to-end, omnichannel solutions include customer service support, outreach, and engagement strategies.
From in-person assistance to essential features, let us help you define priorities, elevate consumer experience, and build a marketplace that delivers.
Proven solutions to meet your needs
Since the enactment of the Affordable Care Act, many states are realizing the advantages of a state-based marketplace (SBM). We operate SBMs in Maine, Maryland, New Jersey, New York, Vermont, and the District of Columbia, bringing best practices to drive better outcomes and ultimately reduce the number of uninsured.
Achieve the benefits of an SBM
Get design flexibility to align with state policies, programs, and fiscal goals. Extend your Open Enrollment period, create tailored customer experiences, and integrate with other state health programs. Customize your outreach and education strategies and make key decisions about in-person assistance and marketplace features that matter most to your state.
Our capabilities
We put your consumers first. We help you modernize your customer service approach for a more accurate, timely, and efficient experience. In addition to superior customer contact centers, we provide consumers access to digitally-enabled customer service through interactive voice response, webchat, interactive website, and mobile document upload apps for faster access to benefits. See our work in action: Maine's Health Insurance Exchange Transition
We’re uniquely positioned to help your consumers transition from one type of coverage to another through a single point of entry model. We help consumers get to the right place to avoid a gap in their coverage when moving between programs like Medicaid, the Children’s Health Insurance Program, and marketplace Qualified Health Plans.
Our demonstrated outreach and education approach helps you reach your consumers through award-winning social media campaigns, member communications, expert translation services, and outbound call campaigns. See our work in action: Cover VA digital outreach for Virginia Medicaid
We expertly train our own staff and, at your request, provide training to your state-selected navigators, assistors, and certified application counselors.
We use advanced technology to manage workflow and handle incoming mail- sorting, scanning, and uploading documents seamlessly. Our AI-powered Intelligent Document Processing (IDP) enhances accuracy and efficiency, transforming mailroom operations and improving service delivery. See our work in action: AI-enabled document processing
We create seamless, digital, consumer-focused experiences. Our team designs and launches accessible, user-friendly websites and digital portals that make it easy for your consumers to compare plans and enroll in coverage. We also offer secure, scalable premium billing services, including payment processing, carrier reconciliation, and member communications, supporting your marketplace goals at every step.
We can assist with appeals processing. Our informal dispute resolution program has a proven track record of resolving consumer issues quickly, leading to increased customer satisfaction.
