When the National Verifier is available, many customers will check their eligibility at the same time as enrollment. For sign-ups in retail locations and live phone interactions, service providers stressed that “near real-time” eligibility determinations are extremely important to them.
We heard that if the eligibility review takes too long, the customer will walk away or hang up, and it’s very difficult to get them to return and finish the enrollment process.
What “real time” means to you
We heard a range of definitions for “near real-time” – but in general – for database matches, service providers expect a response within one minute. If manual documentation review is necessary, they expect a response in 15 minutes or less.
Communicate wait times
We also heard that communicating expected wait times – whether through a time estimate, queue number or other method – will help manage expectations, and encourage customers to wait until their eligibility review is complete.
What else should USAC know about “real time” responses as we design and build the National Verifier?
What does “real time” mean for you, and how will it impact your customers?
Let us know in the comments!