In this episode of Healthcare Happy Hour, David Saltzman speaks with Pat Kelly, executive director and CEO of Your Health Idaho. They discuss the evolution of the health exchange since its inception in 2013, the critical role of agents and brokers in the enrollment process, and how a private sector mindset has enhanced customer experience. Pat shares insights on maintaining a competitive insurance market in Idaho, operational efficiency, and the impact of local agents in rural areas. They also address the potential implications of post-COVID subsidies and future innovations for sustainability.
Takeaways
- Your Health Idaho was created in 2013 to serve Idahoans better.
- The organization prioritizes local control and community engagement.
- Agents and brokers play a crucial role in the enrollment process.
- Customer experience is a top priority, with a focus on one-call resolution.
- Idaho has maintained a competitive insurance market with multiple carriers.
- Operational efficiency is achieved through careful financial practices.
- Transitioning to independent technology improved operational flexibility.
- Local agents build trust in rural communities, enhancing retention.
- Partnerships with in-person assisters have been beneficial.
- Future innovations will focus on outreach and improving access to expert help.
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