By Connie Harvey, COO, Commercial Services, Xerox

Xerox is partnering with Kentucky Governor Steve Beshear and his administration to operate a contact center which will support Kentucky’s Health Benefit Exchange, also known as kynect.

The kynect contact center opened in Lexington on Thursday, August 15, with more than 60 professional customer care representatives, who are using state-of-the-art technology to answer questions about the Commonwealth’s health insurance marketplace. Our agents are also helping citizens navigate the online application process, and, for citizens without internet access, the representatives are available to help complete and file applications. Representatives are available via phone, live online chat and email. The contact center provides assistance in English, Spanish and other languages, and it’s expected to have more than 100 representatives on staff in time for the start of open enrollment on October 1.

Xerox collaborated closely with Kentucky to complete all the technical preparations that will ensure callers receive efficient and speedy service from the most appropriate information source by ensuring the optimal connection with appropriate government agencies. For example, if a caller may be eligible for Medicaid assistance, we will seamlessly transfer the call to a Kentucky employee for a final eligibility determination.

kynect and other health insurance marketplaces opening around the country will allow Americans in every state to shop for and purchase health insurance through an online portal. Selecting and buying health insurance through a marketplace will be a new experience for people, and we expect many will have questions about both the process and the options available to them. The kynect contact center is a way to make personal contact and share reliable information with Kentuckians who are making important healthcare decisions.