The consumer enrollment experience provides an
important perspective for improving eligibility
determination and successful enrollment in coming
years. Arkansas Advocates for Children and Families
(AACF) worked with three in-person assister
(IPA) sites across Arkansas to collect data reported
voluntarily by consumers and assisters to inform
improvements to the consumer experience. The
results of 823 consumer surveys and a focus group
with assisters show that the vast majority (92 percent)
of consumers who met with in-person assisters
were able to get the information they needed about
health coverage eligibility. However, barriers to full
enrollment were as follows:
• Technological issues were the biggest barrier
to completing enrollment, including system
freezes, data transfers between Healthcare.gov
and the state system, or having to return at
a later date to complete Private Option plan
selection.
• Families in complex situations, immigrants,
or those with little credit history had more
trouble completing an enrollment through
one visit.