Posted At Boston Globe
BY : Daniel DeNoon
The Baldacci administration said Tuesday it is extending hours and enlarging the staff to field calls from seniors and disabled people, many of whom found a toll-free line jammed when they called with questions about Medicare Part D.Action was being taken a day after 21,000 people tried to call the number, 1-866-RX-MAINE. The heavy volume of calls -- 20 times higher than the state anticipated -- caused callers to become disconnected, get busy signals or messages telling them to hang up and try again.
By Tuesday mid-afternoon, another 20,000 calls came in, said Joy Leach, spokeswoman for Gov. John Baldacci.
Seniors had been invited by the governor last week to call for more information to determine which of the new Medicare Part D prescription drug programs they should enroll in. Enrollment in the programs continues through May 15th.
The large number of calls made through the state's toll-free line showed that the federal Medicare Part D program is confusing and that people were concerned about their coverage choices, Baldacci said.
"The state is working to ensure the safety and welfare of our more vulnerable seniors and disabled," he said.
To accommodate the high volume of calls, the administration hired a firm to provide 30 more people to field inquiries, boosting the total to 100. State officials also extended the hours phones will be staffed from 7:30 a.m. to 7:30 p.m. weekdays, rather than 8 to 5. Also, lines will be staffed from 8 a.m. to 5 p.m. Saturdays. There were no Saturday hours previously.
In addition, the state extended from this Friday to Dec. 14 the deadline for callers to opt out of automatic enrollment in one of the new Medicare prescription drug programs.
The state had sent out letters telling people it would automatically enroll those in the Drugs for the Elderly program in one of the new Medicare prescription drug programs.
The letter printed a toll free number in bold print, directing callers to press 1 for more information. But the state wanted only those who did not want to be enrolled to call the help line, said Jude Walsh, pharmacy affairs director of the Gov.'s Office of Health Policy and Finance.
Baldacci last week outlined the state's plan to make sure people who receive prescription drug benefits from the state don't lose out when the new federal Medicare Part D program takes effect.
Baldacci said that while the federal program will provide access to affordable drug coverage for 150,000 Mainers, 85,000 people on MaineCare and Maine's Drugs for the Elderly program could face reduced coverage and higher costs.
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