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New Numbers Show MNsure Progress

2/26/2014 10:14:43 AM


CONTACT: Jenni Bowring-McDonough
Media Relations Coordinator

ST. PAUL, Minn. - A series of software fixes and ramped up staffing are beginning to produce results for MNsure. Today, interim CEO Scott Leitz updated the MNsure board on the progress the state health insurance marketplace has been making.

"The work we've been doing is paying off for Minnesotans who need comprehensive, affordable health insurance," said Leitz. "We have the processes and the staff in place to make sure that people can enroll before the March 31 deadline."

Another major enhancement going into effect today is the addition of another 50 workers to the MNsure call center. That brings the total number of additional call center staff being provided under a contract with APAC Customer Services, Inc., to 100. This additional staffing, combined with MNsure's own 67 call center representatives, has helped bring call wait times down to an average of three minutes.

An inter-agency agreement with the Minnesota Department of Human Services has brought another 30 workers on board to process paper applications for consumers who are not able to complete their enrollments online.

"We're staffed up and ready to make the final push toward the March 31 deadline," said Leitz.

Board members were also updated with the following statistics at today's board meeting.


  • October - December: 67,805 total enrollments
  • January - Mid-February: 104,793 total enrollments
  • NET CHANGE: 36,988 new enrollments

Submitted Applications

  • October - December: About 72,000 total applications submitted
  • January - Mid-February: About 128,000 total applications submitted
  • NET CHANGE: About 56,000 new applications

Average Contact Center Wait Time

  • End of December: Average 60 minute hold time
  • Mid-February: Average 3 minute hold time
  • NET CHANGE: 57 fewer minutes on hold

Pending Applications

  • End of December: 7,103 pending applications
  • Mid-February: 811 pending applications
  • NET CHANGE: 6,292 fewer pending applications
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