SPOKANE VALLEY, Wash. -- More jobs are being added to the Spokane Valley call center for Washington State’s Healthcare Exchange. Leaders said they are seeing a lot more calls than expected.
Twenty employees are being added as early as next week and more will be added in the months ahead. Call center managers are adding a total 115 new positions on top of the 80 position they originally had.
Leaders of Washington’s Healthcare Exchange want calls to be answered in about 30 seconds. The average call time is 21 minutes, as of this week.
The Spokane Valley call center takes the majority of calls for anyone looking to buy health care in the state. This is part of the Affordable Healthcare Act that started offering services to sign up in October.
Leaders in Washington thought they would get 2,500 calls a day but they are averaging 6,000. Sometimes the center gets as many as 10,000. Washington Health Benefit Exchange leaders said a lot of their calls are coming from people having trouble online.
So far 35,000 people have enrolled in Washington State and staff with the exchange they are on track to get 130,000 by the end of the year.