![]() ![]() ![]() ![]() This is the single most ridiculous flaw in the Health Connector’s entire system, and it’s a miracle that they haven’t killed thousands of people already by preventing them from getting affordable access to medical services. Let me further illustrate the insanity of tracking the status of a case in a spreadsheet that you pass back and forth between departments: If one line of the spreadsheet instructs, “Invade Poland,” and 670 lines of Greek poetry follow before a contradictory instruction to “Not Invade Poland,” Poland will be burned to the ground before anyone realizes. It is like “the stack” in Magic the Gathering, except you are a blind person and your opponent is a doorknob. Meaning that at no time can any CSR actually know the status of your account. I learned this from a supervisor after a great deal of painstaking interrogation. Let me repeat: this is done in a spreadsheet. The Health Connector tracks status information by entering things into a spreadsheet that gets passed along for processing in order of the entry of rows of instruction.The Health Connector is so poorly managed that it handcuffs its staff through lack of training, technology, and escalation, and we the people get to deal with the fallout. On Yelp I see the names of CSRs who are still working there, even after having also screwed up my account months and months later. However, if I screwed up as many cases as the Health Connector’s crew has screwed up in my tenure at AAA, at least AAA would have the good sense to fire me. I don’t blame these CSRs entirely: I once worked as dispatcher at AAA, so I know what it’s like to do thankless work and get irate calls all day. Actually, they remind me a lot of Donald Trump: they eschew facts for bald-faced lies about the organization’s policies whenever dealing with the truth becomes inconvenient. The Health Connector’s staff are, on the average, jaded and lacking in compassion.In short: it is impossible to hold a CSR accountable for anything they promise over the phone. They refuse to transfer calls (even though they can find fellow employees, even across call centers), they won’t do conference calls, and they can’t provide confirmation numbers for anything they do. CSRs at the Connector do indeed have ID numbers assigned to them, but good luck trying to find someone you talked to in the past. The Health Connector routes its calls to call centers all over the country, meaning trying to talk to the same person about your case is like playing Russian roulette without bullets in a padded room because you’re not allowed to even shoot yourself in the face.Here’s the gist of what’s wrong with this organization: If ANYTHING goes awry in your application process, or anything is slightly out of the norm, you’re in for a ride. The MA Health Connector is an administrative abomination. I have called the Health Connector 25 32 times and my insurer 7 times and counting, and my health insurance is STILL a mess.I voted for the President who put the Affordable Health Care Act into practice.I like bureaucracy and big government and citizen welfare.I’d gladly pay more taxes to support a single-payer healthcare system.Let me start by getting a few things out of the way: I give you the ongoing trials and tribulations of one man’s struggle against the inimical monolith of public-sector despair that is the MA Health Connector! Update: The Health Connector changed its secret Urgent Care Services phone line to 844.558.3454. ![]() Institute of the Arts & Sciences Global Steering Systems Ascot Group Dr. ![]()
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