Health Link audit shows many problems with Xerox

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Updated: 4/17/2014 6:25 pm
CARSON CITY, Nev. ( & KRNV) -- A scathing new audit has just been released on Nevada's Silver State exchange. The document confirms what many fear, by giving vendor Xerox failing marks in many categories.

The audit, which points out customer service and billing issues, is designed to see if Xerox is fulfilling its contract with the state. The 60-page report reveals a lot of problems with Xerox's system.

Health Claims Auditors' William Carr listed out the problems uncovered in a mandatory quarterly audit of vendor Xerox. The audit looked at a number of categories relating to customer service and billing issues from October 2013 until February 2014.
The results show failing marks in eight of 13 categories for customer service-related issues. Billing-related areas did not fare much better.

Carr said the audit recommends imposing penalties, but the current contract has limits. "Not to exceed $25,000 a month or five percent of the administrative costs, whichever is greater."

No board members were physically present for Thursday's meeting in Carson City. Most phoned in to the discussion. Only one expressed frustration with Xerox.

"To be at this meeting, and not have information pertaining to each of the issues, and what the action plan is with a timeline, I think is not responsible," said Board Member Leslie Johnstone. "It tells me Xerox is not taking it seriously."

Xerox Representative Greg Vitello had this response. "We take the results of this audit very seriously."

The issue of whether penalties would be imposed was not discussed at this meeting. After it was adjourned, one independent insurance broker expressed frustration at the board's inaction over penalties.

"If they're not taking it serious and you're not putting your feet to the fire, they're not going to do anything more than they're doing now," said Affordable Health Care Pros Broker Rebecca Montero.

She said she would like for the Governor to get more involved.

If you would like to read the 60-page audit, click here.
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