Report offers critiques, advice for MNsure

By KBJR News 1

January 22, 2014 Updated Jan 22, 2014 at 11:55 PM CDT

St. Paul, MN (NNCNOW.com) - Big fixes are underway at MNsure after a scathing report from a outside consultant group.

A report by the company Optum found that MNsure continues to operate in 'crisis mode" -and drastic changes need to happen if MNSURE wants to meet its expectations.

Currently the call center handles more than 3,000 calls a day. The report found that wait times are greater than 50 minutes. Optum suggested hiring an additional 100 people to handle calls.

The report also found that major glitches still exist with the website.

"We need to sort of calculate what we've got that we can look to do, and what's in the realm of reality of possibility here," said Phil Norrgard, a MNsure board member.

The board will start to add staff as soon as possible to the call center.

Changes to the website will follow.

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