RD462 - Department of Medical Assistance Services Annual Report: Operations and Costs of the Cover Virginia Call Center-FY2020 – August 15, 2020

Executive Summary:

The Cover Virginia Call Center began operations in October 2013 to fulfill a mandated requirement of the Patient Protection and Affordable Care Act (PPACA), which became law on March 23, 2010.

The call center offers a toll-free number for individuals to call and apply for Medicaid and FAMIS (Virginia’s Children’s Health Insurance Program), obtain application status updates and complete annual renewals. There are interpretation services available, as well as Spanish speaking representatives available for callers who designate that they speak Spanish only. The call center assists with sending out Medicaid/FAMIS replacement cards; referrals to managed care plans; assisting with 1095B (IRS proof of insurance) inquiries, and other customer services for the citizens of the Commonwealth. Additionally, during State Fiscal Year (SFY)2020, the Cover Virginia Call Center established a process to perform mandated translation of correspondence upon request in any language.