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The Role of Navigators on Consumer Experiences

IMG_9087Georgians for a Healthy Future partnered with Seedco at a briefing in Atlanta on October 16 to present and discuss findings from a comprehensive evaluation of the impact of health insurance navigators on consumer experiences during the first open enrollment period. The evaluation was conducted by a team of researchers at the University of Georgia, and its key findings include:

 

 

 

-Navigators succeeded in assisting consumers from diverse communities and in reaching those in need of affordable health services

-Rates of achieving enrollment or application success with navigators differed by region, by demographics, and by consumer financial status

-Navigator interpersonal communications, and especially follow-up, was the biggest factor in consumer satisfaction

 

As we gear up for the next open enrollment period, which begins on November 15, 2014, the findings from this report can inform the work of enrollment assistance personnel and community-based organizations in Georgia and across the country. Selected recommendations from the report include:

 

-Continue partnering with community agencies that serve diverse populations

-Publicize the navigator role and concrete ways to access free in-person assistance

-Follow up with consumers after they receive in-person assistance

 

 

For a summary document highlighting and describing these and other key findings and recommendations, click here. To read the full study, click here.

 

 

 


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