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Xerox keeps job with Health Link, new interim director named

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Xerox keeps job with Health Link, new interim director named

By Michael Lopardi. CREATED Feb 27, 2014

Henderson, NV (KTNV) -- The developer of Nevada's troubled health insurance exchange is keeping its job, at least for now.

On Thursday, the state board overseeing Nevada Health Link called for greater oversight of Xerox, including an outside review. The company was back in the hot seat, as the board discussed possibly terminating their contract following months of problems and complaints with the system.

But that's easier said than done. Board members expressed concern that dumping the company this late in the game might create more problems than it solved. 

Instead, the board asked other state agencies to step up to help, and the state will explore an outside, independent review of Xerox's performance.

Also announced on Thursday, the board has chosen Steve Fisher as the new interim executive director. He's a deputy administrator of the Division of Welfare and Supportive Services. Fisher will take over for Jon Hager, who's resigning in mid-March. Hager was not at Thursday's meeting. 

All these changes don't necessarily mean a boost in confidence for consumers.

Lawrence Basich suffered a heart attack on Dec. 31 as his insurance was in limbo and was left with more than $400,000 in medical bills.

Lawrence was back at the meeting on Thursday, and his bills still haven't been figured out, "I'm hysterical about it. I mean, it's ridiculous. If I'm on the hook for that kind of money, what am I going to do?"

Representatives from Xerox said they are making progress; just under 130 web glitches have been fixed and wait times for the call center are down to minutes. The company is also engaging several campaigns to lure back customers who had previously given up on the exchange.

So far, only 19,000 people have signed up through the state exchange. The state reduced its enrollment goal to 50,000 by the end of March.