Educating, Enrolling, And Engaging: The State Of Marketplace Consumer Assistance Under The Affordable Care Act

Health Aff (Millwood). 2015 Dec;34(12):2052-60. doi: 10.1377/hlthaff.2015.0662.

Abstract

Programs created under the Affordable Care Act to connect consumers to health care coverage represent an unprecedented public-sector investment. State-level implementation of these programs has varied greatly, making it possible to learn from differences in strategy and performance. In this article we assess the current state of Marketplace enrollment assistance, synthesizing evidence from published evaluations (largely derived from grey literature) and analyses of data from nationwide surveys of assisters. Synthesis of this evidence suggests that assister programs play a vital role supporting consumers in the new Marketplaces, particularly when assisters maintain extended ongoing relationships with consumers; assisters come from and are situated within communities they serve; local programs are well coordinated; and postenrollment issues can be addressed. Stable funding commitments, year-round employment, and enriched training were identified as crucial long-run strategies for building a more professional assister workforce and stronger infrastructure.

Keywords: Access To Care; Consumer Issues; Health Reform; Insurance Market < Insurance; State/Local Issues.

Publication types

  • Research Support, Non-U.S. Gov't

MeSH terms

  • Eligibility Determination
  • Helping Behavior*
  • Humans
  • Insurance Coverage*
  • Patient Protection and Affordable Care Act*
  • United States