Covered California Boosts Staffing to Meet Demands

Covered California is increasing staff to answer consumer calls, adding phone lines, improving its website efficiency, expanding its live Web chat function, and upgrading its Spanish-language Web pages. The improvements are in response to a flurry of signups in the new state health exchange over the past two months and in preparation for even stronger consumer interest as the March 31 enrollment deadline approaches.

A large-scale hiring wave is now under way to add 350 Covered California Service Center representatives by the end of March, including more bilingual staff. As part of that expansion, more than 250 new representatives recently began training at the Fresno Service Center, including 28 representatives who are Spanish speaking. Covered California is dedicating more representatives to its live Web chat function, available in English and Spanish; expanding phone line capacity; and adding self-service online tools, such as the ability to reset passwords and change user names.

Covered California will post subsidy-eligible applications in Spanish, Chinese, Vietnamese, and Korean on its website. Consumers can also use a search tool to find information, including frequently asked questions. The exchange also launched dedicated support phone lines for its certified enrollment counselors and, this week, will establish a dedicated support phone line for licensed certified insurance agents.

Last Updated 09/16/2020

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