The Washington Health Benefit Exchange, which operates Healthplanfinder, the state’s online insurance marketplace, will hold its monthly board meeting from 9 a.m. to 3 p.m. Thursday at the Seattle Airport Marriott Hotel in SeaTac.
Agenda items include a report from Exchange CEO Richard Onizuka on the progress and performance of Healthplanfinder since the board held its last meeting on Nov. 20. Other members of the exchange staff will update the board on specific aspects of Healthplanfinder, including the performance of the website and the customer support center.
Chief Information Officer Curt Kwak will report on the site, which has been plagued with outages in recent days. The website was down for four days last week and part of Monday and Tuesday this week.
Operations Director Beth Walter is expected to report on efforts to ramp up the number of customer service representatives at the call center.
PowerPoint slides for the board meeting indicate the call center continued to be deluged with calls in November, with the number of calls ranging from 10,000 to 20,000 each day. About two-thirds of the calls were “throttled,” meaning that callers heard a recorded message advising them to call back later.
A public comment period for the meeting is scheduled at 2:50 p.m. Some people have already submitted comments to the board by email.