Healthcare.gov Plans New Customer Service System For Open Enrollment

CMS wants to roll out new customer service features on the federal exchange for the fourth open enrollment period, Healthcare.gov CEO Kevin Counihan said Wednesday (Feb. 24). In a conversation at the National Association of Health Underwriters conference, Counihan previewed a customer relations management, or CRM, interface that would give call center workers a record of past conversations with a particular customer and let them check the status of any previous inquiries -- a service “ticket” system and central database...