Confidential Obamacare Navigator training manual uploaded online

 

Take a look HERE. It is 207 pages of government bureaucrat mumbo jumbo.  Just take a look at page 1, first paragraph:

The Health Insurance Marketplace Navigator Standard Operating Procedures Manual (manual) is an instructional guide intended for Navigator Program grantees. This manual also contains standard operating procedures (SOPs) that detail the required Navigator activities. The SOPs reflect applicable policies contained within the Patient Protection and Affordable Care Act and the Reconciliation Act of 2010 (collectively referred to as the Affordable Care Act); 45 CFR Parts 155, 156, and 157 of the Establishment of Exchanges (now referred to as the “Marketplace”); qualified health plans (QHP); and the Exchange Standards for Employers. This manual also reflects policies contained within 45 CFR Part 155 of the Standards for Navigators and Non-Navigators Assistance Personnel; Consumer Assistance Tools and Programs of an Exchange; and Certified Application Counselors (Final Rule). The instructions and information included in this manual provide guidance on the consumer assistance process for the Individual and the Small Business Health Options Program (SHOP) Marketplaces, which includes the following procedures: • • • • • Preparing, completing, and updating health coverage applications; Reviewing eligibility determinations for enrollment in health coverage; Enrolling in health coverage; Renewing health coverage eligibility and enrollment; and Completing exemption and appeal requests.

Got that?  Enough SOPs, CFRs, OHPs and SHOPs for you?  This is only the first of 207 pages!   And these "Navigators" (goons from ACORN, SEIU and the like) are given 20 - 30 hours training to go out and assist prospective enrollees. Note they are also called "grantees" .... that is... some bureaucrat blessed them with a job.

Look at their "Customer Service Guidelines" .....

Your goal is to provide consumers with friendly and impartial customer service that meets their needs. Customer service includes the following: 

• Making consumers feel welcome, important, heard, and respected by listening and responding to their requests

• Communicating in a way that supports consumers’ understanding and needs

• Assisting consumers in a culturally-sensitive manner, using language translation services as appropriate

• Responding appropriately to consumers’ needs and accommodation requests in a timely manner

• Referring consumers to other entities when their needs cannot be met by the Navigator program

• Empowering consumers through open and trustworthy interactions and communication

Isn't that sweet !  But not a damned thing about giving the consumer correct and accurate information.  Oh well, as long as they feel good .... that's what counts!

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