The call center that handled consumer problems during open enrollment under Obamacare was often overwhelmed and understaffed, officials with Maryland's health exchange said Tuesday during a meeting of board members.
When the contract was awarded to Maximus Health in 2014, it anticipated call volumes of 306,316, but instead got more than a million. The exchange board awarded five contract extensions to keep up with the demand.
As Maximus prepares to field 1.6 million calls in fiscal year 2016, exchange officials said the company would need more staff than the 125 employees the original contract awarded to keep up with demand during open enrollment. They will present a proposal to the board at its next meeting in June.
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