Health Insurance Exchanges

When Massachusetts created its Health Insurance Connector Authority (Connector) in 2006, Dell was selected to help make it work.

Dell deployed and is managing the Connector’s critical platforms and applications for enrollment, processing and communicating with its enrollees. Dell also operates the Connector’s multilingual customer call center.

The Connector, with help from Dell, has provided insurance coverage to more than 400,000 residents while keeping IT costs 30 percent below original projections. 

New ways to interact with customers: Dell Private Exchange
In this new world, health plans will be required to treat customers as individuals and use multiple channels to take their products to market. Dell’s Private Exchange provides better engagement with your non-exchange customers and with customers seeking to gather information outside the exchange. By enabling people to select plans and benefits appropriate to their lifestyles, health plans can better connect with their core customers.

Dell can help you build your exchange
Dell can provide state-of-the-art technology solutions for health plans that are creating their own private insurance exchanges. With our unique experience in Massachusetts with The Connector and with health plans, we can provide valuable insights and lessons learned that can help your project move smoothly toward completion.

A user-friendly portal ready to deploy
Dell has a proven and robust, user-friendly Web portal application that health plans can deploy quickly and efficiently to manage enrollment and customer education.

Initial assessment and planning
The first step in in the process is to produce a road map for creating and managing the exchange. An initial assessment can help you identify solutions to close old gaps and transition to an infrastructure that can efficiently manage an exchange.

The initial assessment will:

• Identify recommendations for your organization’s strategic, operational, and technology plans.
• Identify vendor selection criteria and evaluate existing systems/applications for adherence with technology certifications, interoperability, and health information data exchange capabilities.
• Help mitigate risks by recommending improvements to data security and privacy policies, procedures, and processes to ensure integrity and reliability of systems, portals, and end-user access.

Systems design, implementation, and portal deployment
Dell has more than twenty years’ experience successfully building complex systems with strict requirements. We also have first-hand experience in building the portals and applications to manage your exchange. Our team can help design, price and implement an exchange IT environment that will be cost effective, efficient in operations, and fully compliant with regulatory guidance.

Enrollment processing services, billing and reimbursement solutions
Dell has a robust and proven application tailored for enrollment, billing and reimbursement for an exchange that can be tailored to meet your unique needs.

Our application can ensure that your exchange can produce the accountability metrics and reports you will be required to share with key stakeholders, regulators and the federal government to validate your compliance with mandates and appropriate regulations.

Customer call centers
Dell Services can provide both the technology solution and the human resources for effective customer relationship management.

For one customer, we developed and implemented an integrated call-tracking system that provided up-to-the-minute information, a centralized database, and support for multiple communication channels. And in collaboration with that customer, we helped staff and train call center associates, and developed procedures to provide both qualitative and quantitative measurements of associates' performance.

Dell Services manages call centers around the globe and we can help your health plan prepare for or even manage insurance exchange customer intake and management.

A flexible, scalable portal for “one-stop” customer service
Dell designs its portals to have the flexibility and scalability to handle the stresses of quickly enrolling new customers while providing the long-time services your health plan will require to effectively manage an exchange. Our portals help create a “one-stop” customer experience to minimize frustration and ensure satisfaction.

Have a Dell expert contact you. 

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