People dealing with MNsure are continuing to experience delays and frustration.

 

Last week,  Gina Anderson, supervisor of the healthcare assistance unit with Sherburne County Health & Human Services (HHS), told members of the county board they may be getting calls from residents about major problems getting healthcare coverage.

 

“We have continued systems issues in the new eligibility system that are creating delays in the processing and recertification of new applications,” she said.

 

The system formerly known as MNsure has been changed to the Minnesota Eligibility Technology System (METS), and it has just as many, if not more issues, said Anderson.

 

“We are in a renewal period, which means clients are being recertified to determine if they have continued eligibility for medical assistance,” she said. “We have currently about a 13 to 14-page list of known issues just for renewals, not for other system issues or new applications.”

 

She said as an example, there is a 10-page work-around process just to resolve one issue.

 

“Every time a staff member has a challenge, they have to go to those known issues list. Then they have to make a determination about which process they need to follow” said Anderson. 

 

“Most times it is between a five and 10-page work-around they have to follow just to fix the system.”

 

One big issue is eligibility for re-certification. Sometimes clients will get a notice from the state saying they’re not eligible. But that notice isn’t always accurate, said Anderson.

 

“Notices generated from the state are not always correct. The notices contain the county’s contact information on them, so we get these calls,” she said.  ‘Then my staff has to do the research to determine if the notice is correct and do further research if it’s not and make those corrections.”

 

In the past, county staff could use its older billing system to make a quick determination whether a client was eligible. But not any more.

 

“About six months ago we started having interface issues with that system so we can no longer depend on it,” said Anderson. “So our processing time gets delayed every time we have to do research on these cases.”

 

And calling the state offices is still an issue.

 

“When we contact the state for assistance on these cases, we are often on hold just like the clients when they contact the state from  anywhere between 35 and 45 minutes. We do not have a special hotline to call,” she said. “We have a help desk we can contact as county staff workers, but wait time can still be between  35 and 45 minutes.”

 

Anderson said when clients are put on hold at the state, they often hang up and call the county because they know someone will answer.

 

Between January and March, HHS had to process 1,700 renewals.

 

“So you can imagine when we have that many  renewals in a three-month period it takes a significant amount of time to process those when we run into these issues,” she said.

Commissioner Rachel Leonard asked whether the county board should write a letter to the state about the issues.

 

“I think that’s outrageous,” she said. “It costs us a tremendous amount of money and it doesn’t serve the clients.”

 

Anderson said there are other counties writing letters already. And the state is aware of the issues.

 

“There are people at the state working night and day trying to resolve these issues. But it’s extremely complex,” she said. “It’s my understanding they’re creating a work force that will be meeting with some counties. That’s an important step.”

 

HHS Director Mary Jo Cobb said the state Dept. of Human Services (DHS) didn’t create the MNsure problems.

 

“That was a separate board that the governor set up. In hindsight, it probably was not the best decision,” she said. “But DHS is now trying to work with what’s left over.”

 

Anderson said county staff is doing everything they can on their end.

 

“This is the most committed group of people I’ve ever had the privilege to  supervise,” she said. “They come in early, they stay late and they work on Saturdays,” she said. “They do what needs to be done in order to get everything accomplished.” 

 

Cobb agreed.

 

“If you get calls from constituents about how long it’s taking, this is not our doing,” she said.

 

The board agreed to send a letter to the state offering suggestions on how to make the system work more efficiently.