PROVIDENCE, R.I. (AP) — The company that won a $24 million contract to operate the Rhode Island health benefits exchange's customer service center is an affiliate of a company that is selling plans on the exchange, but state officials say there are built-in protections to prevent conflicts of interests.
Florida-based Connextions got an 18-month contract to manage a call center in Providence that will help individuals and small businesses shop for insurance on the new state-run exchange, a part of the federal health care overhaul. Connextions is a subsidiary of Optum, whose parent is UnitedHealth Group. Its UnitedHealthcare division is offering plans on the exchange.
Connextions provided the state with a plan for addressing potential conflicts, including "impaired objectivity," or the possibility that call center employees could steer consumers or companies to health plans offered by United. It also addressed its access to non-public customer information that could provide — or be seen as providing — United with an unfair advantage in competing for future contracts.
Christine Ferguson, director of the exchange, known as HealthSource RI, said earlier this week there are information barriers "all over the place" between Connextions and UnitedHealthcare. She also said the awarding of the call center contract to Connextions was not tied to United's agreement to participate in the exchange.
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