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Board overseeing state's health exchange to consider improved customer service plan

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BOSTON — Officials of the state's health insurance exchange are calling for improved customer service in advance of the next open enrollment period for health insurance coverage.

The board overseeing the Health Connector will consider at Thursday's meeting a plan to open new walk-in help centers in Springfield, New Bedford, Brockton and Lowell. The plan also calls for expanding customer service hours to 8 a.m. to 9 p.m. on weekdays, and 9 a.m. to 5 p.m. on weekends.

This will be the third open enrollment period for the state under the federal Affordable Care Act. The first was marred by the near-total failure of the state's health exchange to process online applications.

A rebuilt website improved operations last year, but state officials said there continued to be hundreds of glitches in the system.

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