Statewide Call Centers:

1. Covered California is the name of California’s new Health Benefits Exchange. It is a marketplace, where consumers can to go shop for insurance. • Covered California will use the CalHEERS system to determine eligibility for the new government subsidized healthcare programs. • Covered California will also identify Medi-Cal eligibles who apply through their website, and forward those applicants to the County or Call Service Center for processing of Medi-Cal Applications. • The Call Center that will handle Lake County’s Medi-Cal eligibles applying through Covered California will be Humboldt County.

2. Statewide Call Centers: • Three statewide call centers for 1-800 number • Rancho Cordova, Fresno, and Contra Costa • Contra Costa is run by county • Will answer in 30 seconds 80% of the time • General inquiry, Exchange enrollment • Use “quick sort” to identify potential Medi-Cal • Will transfer potential Medi-Cal cases to the appropriate County, or to County call centers.

4. Calls received by CoveredCA Call Centers: • Potential Medi-Cal (MAGI and non-MAGI) transferred to home County (or County Call Center), or other available county in the consortium, after “quick sort” • Will transfer calls using warm handoff – CoveredCA will stay on the line until county staff is reached, expected to be within 30 seconds 80% of the time • Covered California will have weekend and evening hours (8:00 to 8:00 Monday through Saturday)

6. For individuals who apply for health insurance: • CoveredCA offers a way to compare insurance plans in an ‘apples to apples’ comparison. • CoveredCA will offer four tiers of affordable insurance –Platinum, Gold, Silver, and Bronze. • Open enrollment begins October 1st. • January 1, 2014 implementation