If further evidence is needed that Kristy Kreme Nichols and Susan West are trying to shovel water with a pitchfork in their efforts to put a good face on the looming changes in the Office of Group Benefits (OGB), LouisianaVoice has learned of more developments that aren’t very pretty and which are sure to only intensify the confusion and indecision accompanying the pending open enrollment period that begins on Oct. 1 and runs through Oct. 31.
And now you can add another name to the mix—that of newly hired (at $106,512 per year) Group Benefits Administrator Elise Cazes, formerly an executive with Blue Cross/Blue Shield of Louisiana, which serves at the OGB third party administrator for OGB’s preferred provider organization (PPO).
Nichols, meanwhile, keeps churning out all those happy face news releases—some even written by Gov. Bobby Jindal’s communications officer Mike Reed but published in the Baton Rouge Advocate under her byline—in an attempt to assuage the concerns of some 230,000 state employees, retirees and dependents now covered by OGB.
But now, in addition to the administration’s losing credibility with its rosy assurances in Louisiana, OGB customer service efforts appear to be coming unraveled in California—and perhaps even Florida—at a cost of $1 million to Louisiana taxpayers.
A week ago, we told you about the state’s $1 million contract with Ansafone of Santa Ana, California, and Ocala, Florida (okay, we first said it was Answerphone of Albany, New York and that the contract was for $2 million, but our IT (I’m Telling) source in Nichols’ office was incorrect on those points).
At any rate, the state hired Ansafone to hire 100 persons in California and another 100 in Florida to man phone banks to field questions from OGB members. Not only was it absurd (not to mention heartless) to fire two dozen OGB employees recently because there was “not enough work” for them, but to then pay an out-of-state firm to hire phone bank employees in California and Florida—employees completely unfamiliar with OGB’s proposed coverage plans—was nothing less than insulting, not to mention shortsighted and yes, stupid.
To illustrate our point, we received word today (Thursday) out of California of what can best be described as a monumental disaster in the making. The preparations being made in Santa Ana have all the clearheaded thinking of a sack of rats in a burning meth lab, to paraphrase a line from Two and a-Half Men.
It seems that the job fair for prospective employees to man the phones more closely resembled a cattle call, a term normally used to describe open auditions for movie and television parts. That’s where actors and actresses (in this case prospective telephone service representatives) show up en masse for auditions (job interviews).
Except in this case there were no interviews of any of the 80 or so applicants who showed up. Instead, they were shown a video presentation that passed for orientation at the end of which they were all congratulated on their new jobs. No interviews, no screening, no background checks. Hired.
There followed six days of “training,” that consisted of the reading of handouts distributed to the new employees. “They read to us verbatim from a two-inch-thick document,” said one of the hires who asked that his name not be revealed. “Half of those there kept falling asleep.”
He said the OGB representative, Elise Cazes, asked for feedback from the new employees, some of whom failed to return for the second day of “training.”
“It was not until our first day on the phones that they told us the information they had tried drilling into us was wrong,” he said, adding that they were told to instead use “the knowledge base on the computer.”
He said the problem with that was the knowledge base, which contains a dozen or so links “only comes up when there is a call coming through,” making it impossible to access the data in advance.
“If I take a call, I like to be able to answer questions without having to put him on hold while I search for the proper link to access so the caller does not think I don’t know what the hell I’m doing,” he said.
“I expressed my concerns about this and I asked for printouts of the correct information. I thought they were serious when they said they wanted feedback. I was wrong. Wednesday was my day off and I was called at home and told the client no longer wanted me on the project.”
The “client,” he said, was OGB and the directive came from Cazes.
At least you have to give her credit: she certainly learned quickly that dissention is not tolerated by Jindal and his hand puppets.
Our source said the people Ansafone and OGB have answering insurance plan questions “are grossly unprepared for the questions that plan members have or are going to have with open enrollment begins. The slapped everything together,” he said.
“My last day there (Tuesday) they were still purchasing computers and setting them up. They ran out of room and had to set up in a warehouse with no air conditioning,” he said. “They were running fiber optic cable and wires everywhere.
“I feel bad for these people who are going to be calling. They’re (OGB and Ansafone) are doing everything on the fly. The system is middle school at best. There are going to be dropped calls, incorrect answers and a multitude of other problems,” he said.
He said members who do not select a plan or who do so incorrectly will be automatically defaulted to the Pelican HRA 1000 plan which is the least desirable of the four plans OGB will offer next year.
As you read this, keep in mind that Ansafone’s web page somewhat prophetically contains its “five Star Recipe for Customer Service Failure.” http://www.ansafone.com/five-star-recipe-for-customer-service-failure/
Oops. Looks like that page has been taken down since we called attention to it last Friday. Perhaps Ansafone took one look at the OGB open enrollment plan and saw customer service failure in the cards. And a million bucks can cause you to compromise on otherwise strongly held principles.
Nevertheless, the recipe is was so rich in irony that we can’t resist giving you the three main ingredients again:
- A “tablespoon of no communication.”
- A “dash of not caring.”
- “4 ounces of empty promises.”
OGB members may wish to start a check list to keep score on the accuracy of that recipe just for the fun of it.
The legislature is scheduled to review the OGB Health benefits in the Joint Legislative Committee on the Budget on Friday (Sept. 19) and in the House Appropriations Committee next Thursday (Sept. 25).
Additionally, OGB has scheduled a series of meetings throughout the state during October to answer questions about the open enrollment.
The information OGB has supplied for annual enrollment leaves many questions unanswered.
One reader has compiled a list of questions that need to be answered before making an informed choice. The questions that should be posed to OGB during these hearings are as follows..
- The flexible benefits guide for 2015 is not on the website. Are the IRS maximums of $2500 still applicable?
- The benefit comparisons do not include any mention of laboratory and radiology services. Are these subject to the deductible? Also, what are the co-pay and/or co-insurance amounts for each plan?
- Annual mammograms are currently covered with no charge for OGB members. Will this continue? What about pathology for well women pap-smears?
- Are the co-insurance amounts computed on the contract rate for in-network providers? What about the co-insurance computation for out of network providers—is this on the contract rate or provider charges?
- Are the listed deductibles for in-network providers a separate amount from the listed deductible for out of network providers? Example, is the total deductible for in-network and out-of-network providers for Pelican HRA 1000 $2000 + $4000 for $6000 deductible? Is this the same answer for all plans?
- For Out-of-Pocket Maximums (OOPM), once the OOPM is reached, are all services/benefits covered at 100%? Are the OOPMs for in-network providers a separate amount form the listed OOPM for out-of-network providers? Example, is the total OOPMs for in-network and out-of-network providers for Pelican HRA 1000 $5,000 + $10,000 for $15,000 OOPMs? Is this the same answer for all plans?
The problem is the only ones who might have an interest in the OGB open enrollment and the options offered are state employees.
And state employees who ask questions are subject to being teagued.
Ah, but there is a silver lining.
All the meetings, including the legislative committee meetings, are scheduled during the work day which makes it difficult, if not impossible, for many state employees and teachers to attend.
So it appears your jobs are safe for now even if your medical coverage is not.
Whew! That was close!
Louisiana Voice 
Thanks again for another excellent article. Keep it coming!
Open Enrollments are always bad, but I do believe “they” have all lost their minds. Another fine mess they’ve gotten us into.
I did call the OGB “help line” number given in a recent email by LASERS and talked to someone who could not give me any help whatsoever.
He even had to ask me 5 times before he could get my Social Security number right.
He could not even tell me if OGB would send a letter regarding these changes. He couldn’t locate a supervisor to help me when I asked. He gave me the OGB phone number in State Office. I assume he was one of the ansaphone employees.
Firing 24 employees and then paying $1 Million to a private out of state company is crazy! I would love to know why Jindal did this and how he’s getting away with it!
thank you so much for keeping us informed on this—the list of questions is priceless—I have sent this to all of my state employee friends!
As one of those directly in the cross-hairs on this issue, I am frankly scared to death. After 30+ years of service to the State—and not at one of the Kristy Kreme level salaries—my “golden years” were supposed to be pleasant and safe. Instead, my health care lies in the hands of a narcissistic, egomaniac with presidential delusions. My only comfort is knowing that he will eventually have to answer for all the pain and suffering he has caused so many.
As a post-script, where are all the Federal Prosecutors that indicted EWE all those times? You can bet if Edwards had done what this guy has done, grand juries would be in continuous session 24/7/360.
You know it!
Someone gave Ansaphone a heads up on their recipe for failure. I tried going to the link and it has been removed. There seems to be no limit as to how low Jindal wIll go.
Way to stay on it, Tom. Maybe the Legislators could do us all a favor and obtain the answers to the questions you pose during their hearings. I’m not sure why they haven’t provided specific numbers yet. The meetings around the state aren’t to gain input for changes. They have already made decisions and just want to advise people, so what is the big secret? As far as the Legislators, just talking about it sounds great, but if nothing substantive comes out of the hearings other than everyone agreeing it’s a Mell of a Hess, it isn’t very useful. Since the Legislators aren’t included in these insurance plans I suspect this will be more akin to playing for the folks back home than solving the problem. As I understand it, Division of Administration has the LSU “Cadillac” plan. I guess that is why it doesn’t really matter to them very much.
Jindal was openly critical of President Obama and the errors for enrollment in The Affordable Care Act and that was for the entire country!! Jindal can’t handle 230,000 enrollment for state employees as they make serious life decisions about the state health insurance options for the very people who elected him into office. He despises government employees so much that he can’t even allow state workers who can assist and help those who are on the losing end of health care due to his grandiose illusion of becoming President of the U.S. (No Way). If you live in this state stop and think of what we know for sure and that is, JINDAL IS A GOVERNMENT EMPLOYEE. Why he still has a job here is the worst kind of denial. When the House Appropriations Committee meets on Sept. 25, it is House Speaker Chuck Kleckley who has the power to begin the process of firing (or as Americans refer to it: Impeachment of Governor Jindal. Contact House Leader Kleckley and tell him what you think and I strongly encourage every state worker to head on down there for that meeting because your health benefits are on the line. If you feel guilty in leaving your position to stand up to a tyrant then look at it like this,” He isn’t in the state of Louisiana where we pay him to work. He is in some other state talking about things that haven’t happened in our state but perhaps in his delusional state of mind he believes he has really changed Louisiana for the better. If there is anyone left in the administration who really believes in doing right by our loyal employees then please have some integrity and stop lying and misleading people who have worked hard to make this state a place for our families to live. Eight years of Jindal dismantling our state and polluting and eroding our coastal livelihood reminds me of the scene in “O’ Brother Where Art Thou” where the character running for governor is ridden out of town on a rail. It’s an American term for getting rid of one who engages in behaviors such as lying and cheating investors, workers, and retirees. (The Word Detective, 10/21/09). How befitting for our Louisiana governor to be ridden out on a rail. Thank you, Tom, for keeping us informed and thanks to all of you who are willing to share with Tom information which we would never know otherwise.
I think we have to consider that Jindal may be creating a scenario to allow him to “show” how terrible the impacts of the ACA are. I’m no fan of Obamacare, but politicians usually try to make things as bad as possible for political mileage. Jindal is certainly capable of this.
Not sure where the information comes from regarding DOA having the LSU “Cadillac” plan, but I know for a fact that DOA has the same plans everyone else is offered and has never been offered the LSU “Cadillac” plan.
You are correct. As we pointed out in our Sept. 8 post, only legislators, legislative staff members and former legislators who have move on to other endeavors are eligible for the LSU First plan. We specifically asked if the governor’s office the governor’s cabinet members were eligible and they are not–unless, of course one or more of those are former legislators.
Well, Ansafone’s website claims that they “are not only your partner, but a seamless extension of you.” So of course their contract with our D of A results in confusion, ineptness and lack of information.
Apparently I was misinformed. Thanks for correcting me and making it clear. My comment regarding DOA is apparently incorrect.
I was on the phone with the $1 million contractor trying to get a basic question answered. The contractor answered the phone with “hello”. I had to ask if I had indeed called the correct toll-free line established for OGB open enrollment questions. After 50 minutes of (a) not understanding the question (b) ability to repeat the question correctly to a coworker, (c) refusing to refer me to a supervisor, I was finally transferred to OGB in BR. Can someone tell me what good it does to expand hours of phone operation for contracted staff that can’t answer very basic questions during normal business hours??????
Tom, thanks for info. We need all specifics we can get before attending meetings. This whole process is terrifying to retirees.
Listening to Nicholls at the Joint Budget mtg. – she has no credibility.It’s impossible to believe a word she says.
Can we start a petition on Change.org to ask for her resignation? Or would state employees be too scared to sign it?
I was there, too, and she was absolutely ridiculous. The others at the table with her were just as bad. What a joke when asked how long the guy in the middle had been there. I’m retired, but I’d sure join in on such a petition.
That would be good but Nichol’s just the talking head for Swindal. A recall has already been tried bur ran out of time. A petition on Change.org to get Swindal to resign wouldn’t really do anything but could create some great embarrassment for his delusional quest on the national level.
I’d be more than happy to sign it. Problem is, I don’t have the time to spearhead the effort, and I don’t think many are going to volunteer to do so. And active employees would probably be scared to death to sign it because of Jindal’s vindictive attitude and behavior toward anyone who dares to disagree with him.
Good grief! And we’re supposed to give these people our Social Security numbers? What could possibly go wrong?
Great point…you would think that if you are a state worker, they already have your SSN!! Duh!!
Can someone provide an explanation for something I saw on page 38 of an email sent to active employees. Under Terms and conditions, the first bullet, “I understand that providers may join or discontinue participation in a vendor’s network, and this is not considered a Qualifying Event.” Who are the providers? Does it mean that if your doctor or pharmacy decides to withdraw and no one in network is taking new patients, you are s___ out of luck? I would happily sign a petition and march in protest.
That’s exactly what it means. Providers can change in the middle of the year multiple times, but we can only do so during open enrollment. Crazy!