MOUNTAIN VIEW, CA – As part of a groundbreaking effort to improve the consumer experience and set new standards for health insurance exchange technology, Nevada Health Link is integrating artificial intelligence (AI) into state-based marketplaces (SBMs). ) We are proud to announce that we have successfully integrated it into our platform. The first-of-its-kind initiative underscores Nevada Health Links' unwavering commitment to innovation, transparency, and a consumer-centric strategy.

The GetInsured team's implementation of a purpose-built Interactive Virtual Agent (IVA) marks an important milestone in the Nevada Health Links effort. Nevada Health Link is the first marketplace to receive approval from the Centers for Medicare & Medicaid Services (CMS) for the use of AI-based conversational virtual agents to enhance the customer service experience. The state worked collaboratively with CMS and the GetInsured security team for several months to ensure all federal privacy and security requirements were met. This approval signifies high confidence in the technology introduced by the market.

“The successful integration of AI into Nevada Health Link, facilitated through our collaboration with GetInsured, demonstrates Nevada’s commitment to embracing cutting-edge technology to more effectively serve our residents.” said Tim Galluzi, Office of the Chief Information Officer (Osio). “At OCIO, we applaud all of our partner agencies for advancing technology that impacts the delivery of services to Nevadans, and this effort is a testament to excellence in leveraging technology to meet the evolving needs of Nevadans.” We emphasize the continued pursuit of

This AI-driven innovation provides callers with natural language interactions that instantly answer common questions and requests, and for individuals seeking assistance with basic needs such as resetting a password or finding registration support. Extend your call center's normal business hours by providing support around the clock.

“Given the prevalence of gig workers and individuals with unconventional work schedules in Nevada’s diverse workforce, integrating AI into the Nevada Health Link platform will ensure the support you need is available 24 hours a day. ,” said Russell Cook, executive director of Nevada Health. Link. “This cutting-edge technology responds to needs and provides seamless assistance to those seeking information or help at any time. AI technology streamlines consumer interactions, reduces call volume during peak periods, and provides customer service It increases call center throughput by allowing agents to focus on complex inquiries.”

Approximately 2,700 calls (14.5%) were handled entirely by virtual agents during the 2024 plan's open enrollment period. Additionally, 2,100 calls, representing 9.6%, were automatically routed as appropriate, primarily to affiliated brokers or Nevada Medicaid. IVA frees frontline workers from task-based calls that typically involve resetting a username or password, activating an account, unlocking an account, uploading documents, or assisting with registration cancellation. employees can now focus on complex tasks while saving customers time. Wait for professional service.

“Our relationship with Nevada Health Link began in 2019 when we transitioned Nevada Health Link from our federal marketplace, HealthCare.gov, and has grown over the years,” said Chini Krishnan, Founder and CEO of GetInsured. says. “Deploying AI is a testament to our strong teamwork and Nevada’s determination to provide cost-effective solutions, enrich consumer interactions, and strengthen the state’s oversight of healthcare initiatives.” It’s a testament to our efforts.”

Nevada Health Link closed its open enrollment period on January 15 with significant enrollment growth compared to previous years. A total of 99,312 Nevadans enrolled in qualified medical plans and 20,984 enrolled in qualified dental plans. This represents her second-highest enrollment in the state's market history. Of the total enrollment, 25,553 were new enrollees, while 22,965 existing plan owners actively shopped to upgrade or switch plans during the enrollment period.

By leveraging AI capabilities, Nevada Health Link has gained valuable insights into customer behavior and preferences, paving the way for data-driven decision-making and improved service personalization.

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About Nevada Health Link:
NevadaHealthLink.com is Nevada's health insurance marketplace and the only place Nevadans can get financial assistance with their monthly premiums. The state-based marketplace offers a variety of health insurance plan options to all Nevadans through trusted health insurance companies. Nevada Health Link also offers dental and vision plans in partnership with multiple carriers. Nevada Health Link is ideal for people who do not qualify for Medicare or Medicaid and do not have employer-sponsored health insurance. Nevada Health Link is operated by the Silver State Health Insurance Exchange. Nevada Health Link is free and encouraged to use by Nevadans.
Call 1-800-547-2927 or visit us to receive assistance from a licensed registered professional.
nevadahealthlink.com.

About GetInsured
GetInsured is a leading technology provider to state-based health insurance exchanges, offering an ACA-compliant cloud-based SaaS technology platform and integrated consumer assistance center operations. Our platform enables states to operate their exchanges efficiently, achieve cost savings, and increase insurance market autonomy, contributing to broader health reform goals. With a proven track record, GetInsured serves as a technology partner for agents, brokers, assistants, and consumers alike in Georgia, Pennsylvania, New Jersey, Nevada, Virginia, Minnesota, Idaho, Washington, and more. We offer superior service and seamless interaction. .



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