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Gov. Sandoval frustrated by Xerox over Health Link

Reported by: Sandra Gonzalez
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Updated: 4/14/2014 2:34 pm

LAS VEGAS (KSNV & MyNews3) -- Governor Brian Sandoval is not happy with the way Nevada Health Link, our state health insurance exchange, is operating.

And he's not mincing words for Xerox, the company operating the exchange.

Xerox is aware. The governor wants Xerox to shape up and he intends to hold the company accountable.

Error messages, calls placed on hold for over an hour, complaints of glitches, and confusion with the exchange have tried Governor Sandoval's patience.

In a statement to News 3, Sandoval says:

“Xerox has made a promise to the state of Nevada and i intend to make them fulfill that promise. The state hired Xerox to build this system and ensure that it works and right now it does not. I believe their reputation is at stake. I am not willing to let up on Xerox until this is fixed."

We contacted Xerox, which is headquartered in Connecticut. Jennifer Wasmer says the company is committed to addressing the governor's concerns.

"We definitely recognize that people have experienced a lot of frustration with the exchange's performance and we really sincerely regret the difficulties that people have had but it's important to know that Xerox is fully committed to getting every aspect of Nevada Health link right," Wasmer said.

Wasmer says Xerox is adding resources throughout the company, and more people will be added to the call center.

"There has been an unanticipated level of need there and even though we have more than 100 customer care representatives on the ground now. We're upping that number within the next two weeks. I think it will be up to around 175 customer care representatives," Wasmer said.

Governor Sandoval expects Nevada Health Link to improve, and is staying in consistent contact with Xerox to make sure it happens. He's also staying in contact with the company's CEO.

In his statement, he's firm:

"...I’ve made it clear – I am going to hold Xerox’s feet to the fire.”

And as he waits, time is running out for people to sign up for health insurance to avoid a federal penalty.

There are only two more months to enroll. The deadline is March 31, 2014.



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