Work@Home

About the Program

Category: Human Services (Best in Category)

Year: 2015

The Work@Home program was created by the San Bernardino County Transitional Assistance Department (TAD) as an extension of the Customer Service Center (CSC). Work@Home is a proactive solution to improve customer service, process the influx of health care program applications generated by the implementation of the Affordable Care Act (ACA), and meet service level agreements mandated by the State of California. In addition, this program allows the county to efficiently increase its workforce, without the needed to build additional offices or restructure existing locations. Work@Home enables Eligibility Workers (EWs) to work from a designated workspace within their home using county provided equipment. Their primary function is to assist consumers applying for Medicaid or other health coverage plans, typically as transferred calls from Covered California, which is California’s health benefit exchange. Work@Home EWs provide health care enrollment services during and after traditional office hours, on weekends, and on County holidays that are not recognized by the State. Performance results show that over 5,600 ACA related calls (approximately 40% of total ACA calls) were answered and actioned by Work@Home EWs, proving that a small group of dedicated staff can make a significant impact to overall workload and productivity.