Many of the 8.6 million unique visitors to HealthCare.Gov experienced difficulty accessing the website and enrolling in healthcare plans. These difficulties were caused by a limited system capacity and issues with the website’s software.
Reported glitches included not being able to access the registration portion of the website and long wait times for access to agents, brokers and the registration pages. The Department of Health and Human Services said that they were able to expand system capacity this week and will continue to do so in the future to accommodate the high volume of traffic on the website.
The issues with scalability occur when there are more users attempting to access the site than the system has capacity for. This is a hardware issue and may be resolved with adding more hardware that will increase system capacity.
One way the government is addressing this problem is by metering access. The idea is only a certain number of users are allowed to access the site at any given time. Any users that attempt to access the site once the maximum user threshold is reached will be put in a virtual line. These users will be allowed access as other users leave the site.
There are also bugs in the website’s code. These bugs are responsible for the error messages that appear when a user is trying to click various parts of the website but unable to do so. These types of issues will take more time to solve because they are more complex than just adding more physical equipment.
Articles Outlining Healthcare.Gov Software and Traffic Glitches:
Huffington Post: Obamacare Website Glitches Reveal Larger Government Problem
http://www.huffingtonpost.com/2013/10/10/obamacare-website-glitches_n_4077092.html
USA Today:Review: Healthcare.gov a winner despite glitches
http://www.usatoday.com/story/money/business/2013/10/03/healthcaregov-website-review/2912987/
Washington Post:A techie walks us through healthcare.gov's two big problems
http://www.washingtonpost.com/blogs/wonkblog/wp/2013/10/05/a-techie-walks-us-through-healthcare-govs-two-big-problems/
Thursday, October 10, 2013
Friday, October 4, 2013
HealthCare.Gov: Website Glitches & Alternatives
The open enrollment period for individuals, families and small
businesses to select health insurance plans was highly anticipated. As expected with any new website or websites
with high-traffic volume, there were technical difficulties for users trying to
access the marketplaces. These problems
are similar to issues encountered eight years ago with the launch of Medicare
Part D. The department of Health and
Human Services reported that HealthCare.Gov had over 2.8 million visitors on
the first day the exchange opened. The
live chat assistance option received over 60,000 requests as users navigated
the health plans and website. People
interested in healthcare coverage also had the option of calling the consumer hotline;
over 81,000 calls were placed the first day.
Reported glitches included not being able to access the registration portion of the website and long wait times for access to agents, brokers and the registration pages. The Department of Health and Human Services said that it was able to expand system capacity this week and will continue to do so in the future to accommodate the high volume of traffic on the website.
As of October 4, the website (www.healthcare.gov) displays a message that explains, “We have a lot of visitors on the site right now” if the site is experiencing heavy traffic that exceeds system capacity. It then directs you to stay on the page to save your place in line. The site will direct each user to the login page in order that they attempted to access the page. The page also offers the phone number for users wishing to speak with a trained representative and apply over the phone.
Non-technical issues with the marketplaces also exist. In some states small businesses weren’t able to use the SHOP Marketplace on opening day. Additionally, the Spanish-language version of the healthcare marketplaces was unable to accept applications for healthcare coverage. There are also expected delays in Medicaid enrollment with federal insurance exchanges and a few states delayed online enrollment for individual and small-business marketplaces.
Below you will find phone numbers to call as an alternative to using the website for enrollment. Even under high-volume conditions the website’s pages that outline the insurance plans and answer frequently asked questions generally operate smoothly and are a useful resource for determining plans you may be interested in and your eligibility.
Health Insurance Marketplace Information:
SHOP Marketplace Information:
Reported glitches included not being able to access the registration portion of the website and long wait times for access to agents, brokers and the registration pages. The Department of Health and Human Services said that it was able to expand system capacity this week and will continue to do so in the future to accommodate the high volume of traffic on the website.
As of October 4, the website (www.healthcare.gov) displays a message that explains, “We have a lot of visitors on the site right now” if the site is experiencing heavy traffic that exceeds system capacity. It then directs you to stay on the page to save your place in line. The site will direct each user to the login page in order that they attempted to access the page. The page also offers the phone number for users wishing to speak with a trained representative and apply over the phone.
Non-technical issues with the marketplaces also exist. In some states small businesses weren’t able to use the SHOP Marketplace on opening day. Additionally, the Spanish-language version of the healthcare marketplaces was unable to accept applications for healthcare coverage. There are also expected delays in Medicaid enrollment with federal insurance exchanges and a few states delayed online enrollment for individual and small-business marketplaces.
Below you will find phone numbers to call as an alternative to using the website for enrollment. Even under high-volume conditions the website’s pages that outline the insurance plans and answer frequently asked questions generally operate smoothly and are a useful resource for determining plans you may be interested in and your eligibility.
Health Insurance Marketplace Information:
- Website: https://www.healthcare.gov/families/
- Link to create an online account for the Health Insurance Marketplace: https://www.healthcare.gov/pre-registration.html
- Health Insurance Marketplace Application Checklist: https://www.healthcare.gov/downloads/MarketplaceApp_Checklist_Generic.pdf
- Phone number: 1-800-318-2596 (TTY users: 1-855-889-4325). Hours: Available 24 hours a day, 7 days a week
- Website: https://www.healthcare.gov/marketplace/shop/
- Link to create an online account for the SHOP Marketplace: https://www.healthcare.gov/marketplace/global/en_US/registration#signUpStepOne
- Phone number: 1-800-706-7893 (TTY users: 1-800-706-7915). Hours: Monday through Friday, 9 a.m. to 5 p.m. EST
Healthcare Marketplace: The Nuts & Bolts
On October 1st HealthCare.gov, the portal for the more than 30 health insurance
exchanges being run by the federal government and the marketplaces operated by 16
states and the District of Columbia, opened to the public for enrolling in
healthcare plans under the requirements
of the Affordable Care Act. Enrollment for individuals and families is open
from October 1, 2013 – March 31, 2014. Enrollment for small businesses lasts
year round.
The website features two separate marketplaces to purchase insurance plans. The first, widely-publicized, marketplace is the “Health Insurance Marketplace” for individuals and families. The second marketplace is the Small Business Health Options Program, or SHOP Marketplace, available for small business employers with 50 or fewer employees.
Available Plans
SHOP Marketplace (Small Business Health Options Program)
The Small Business Health Options Program (SHOP Marketplace) is designed to help employers with 50 or fewer full-time equivalent employees select a healthcare plan. The website allows employers to fill out a single application to compare price, coverage, and quality of plans in a simple straight forward manner that any layperson can understand. Self-employed individuals will not use the SHOP Marketplace and should instead use the Individual Marketplace.
The SHOP Marketplace also provides information on the small business healthcare tax credit. To qualify for the tax credit the small business must get coverage through the SHOP Marketplace. The maximum tax credit available is a credit for half of the amount of the premium contribution made by the employer.
SHOP Marketplace Information:
Helpful Links
The website features two separate marketplaces to purchase insurance plans. The first, widely-publicized, marketplace is the “Health Insurance Marketplace” for individuals and families. The second marketplace is the Small Business Health Options Program, or SHOP Marketplace, available for small business employers with 50 or fewer employees.
Available Plans
The marketplaces offer several choices for employers and
individuals to choose from. As with all health insurance plans, individuals and
employees will have to pay a monthly premium. Employers may choose to
contribute to these premiums to lower the monthly costs for employees.
Employers that do contribute to premiums may qualify for a tax credit. You will
be able to choose from: Platinum, Gold, Silver, Bronze and Catastrophic health
insurance plans. Coverage will begin as early as January 1, 2014.
The differences in
the plans are the price of monthly premiums, deductibles, and copayments and
the breadth of available doctors to choose from on each plan. All the available healthcare plans must cover
a specified list of preventative services at no cost.
The catastrophic health insurance plan is only available to
individuals under
30 and to some low-income people.
Marketplace catastrophic plans cover 3 annual primary care visits and preventive
services at no cost. After the deductible is met, they cover the same set of essential
health benefits that other Marketplace plans offer.
Health Insurance Marketplace
The Health Insurance Marketplace is the marketplace for
individuals and families to purchase health insurance plans. Individuals and
families may be eligible for lower costs on monthly premiums and out-of-pocket
costs, or get free or low-cost coverage.
Medicare &
Medicaid: Individuals covered by Medicare and Medicaid do not need to
enroll in the Health Insurance Marketplace and the choices and benefits
afforded to these individuals will not change.
Individuals that do not qualify for Medicaid now may qualify for the
program in 2014. In many states the eligibility for coverage is expanding to
cover more individuals.
Questions about Medicare are addressed here: https://www.healthcare.gov/if-i-have-medicare-do-i-need-to-do-anything/
Questions about Medicaid are addressed here: https://www.healthcare.gov/do-i-qualify-for-medicaid/#state=alabama
Health Insurance Marketplace Information:
Questions about Medicare are addressed here: https://www.healthcare.gov/if-i-have-medicare-do-i-need-to-do-anything/
Questions about Medicaid are addressed here: https://www.healthcare.gov/do-i-qualify-for-medicaid/#state=alabama
- At the bottom of the screen you may select your state of residence to learn more about Medicaid expansion in your state.
Health Insurance Marketplace Information:
- Website: https://www.healthcare.gov/families/
- Link to create an online account for the Health Insurance Marketplace: https://www.healthcare.gov/pre-registration.htm
- Health Insurance Marketplace Application Checklist: https://www.healthcare.gov/downloads/MarketplaceApp_Checklist_Generic.pdf
- Information on Qualifying Factors for Lower Costs on Marketplace Coverage: https://www.healthcare.gov/how-can-i-save-money-on-marketplace-coverage/
- Phone number: 1-800-318-2596 (TTY users: 1-855-889-4325). Available 24 hours a day, 7 days a week
SHOP Marketplace (Small Business Health Options Program)
The Small Business Health Options Program (SHOP Marketplace) is designed to help employers with 50 or fewer full-time equivalent employees select a healthcare plan. The website allows employers to fill out a single application to compare price, coverage, and quality of plans in a simple straight forward manner that any layperson can understand. Self-employed individuals will not use the SHOP Marketplace and should instead use the Individual Marketplace.
The SHOP Marketplace also provides information on the small business healthcare tax credit. To qualify for the tax credit the small business must get coverage through the SHOP Marketplace. The maximum tax credit available is a credit for half of the amount of the premium contribution made by the employer.
SHOP Marketplace Information:
- Link to create an online account for the SHOP Marketplace: https://www.healthcare.gov/marketplace/global/en_US/registration#signUpStepOne
- Phone number: 1-800-706-7893 (TTY users: 1-800-706-7915).Hours: Monday through Friday, 9 a.m. to 5 p.m. EST
- Small Business Healthcare Tax Credit: Determine if you qualify: https://www.healthcare.gov/will-i-qualify-for-small-business-health-care-tax-credits/
Helpful Links
- 1-page guide to Health Insurance Marketplace for Individuals: https://www.healthcare.gov/get-covered-a-1-page-guide-to-the-health-insurance-marketplace/
- Types of Health Insurance: https://www.healthcare.gov/what-are-the-different-types-of-health-insurance/
- Preventative Services Covered by All Marketplace Health Insurance Programs: https://www.healthcare.gov/what-are-my-preventive-care-benefits/
- Essential Health Benefits Covered by Marketplace Health Insurance Programs: https://www.healthcare.gov/glossary/essential-health-benefits/
- 5 Things to Remember when Shopping on the Health Insurance Marketplaces, Kaiser Health News: http://www.kaiserhealthnews.org/Features/Insuring-Your-Health/2013/100413-Michelle-Andrews-5-things-to-remember-when-shopping-for-marketplace-insurance.aspx
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