More workers from ACA contractor say employees are paid for no work

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by Chris Nagus / News 4

KMOV.com

Posted on May 16, 2014 at 6:10 PM

Updated Friday, May 16 at 6:58 PM

(KMOV.com) - New complaints are arising about workers getting paid to do nothing by a company with a $1.2 billion government contract to process Affordable Care Act applications.               

KMOV was the first news outlet in the country to report on the issues with a company called Serco and its processing plant in Wentzville. Hundreds more Serco employees work in a similar facility in Rogers, Arkansas. 

Several employees from the Arkansas facility told News 4 they have been warned that they could be fired if they speak out to the media, but they took the risk to bring their concerns to News 4 Investigative Reporter Chris Nagus.

Multiple employees said there were days they did not process even one application, in fact they believe they only averaged seven to nine processed applications per month since the facility opened in October, 2013.

Another employee who works the night shift in the call center told News 4 that the late night workers are on the clock until 12:00 a.m. but have to stop calling people at 9:00 p.m. 

After weeks of silence, Serco finally sent News 4 a statement on these allegations:

Immediately following the award of our CMS contract, Serco set up operation centers and hired the necessary workforce to process paper applications and exemption requests, verify information, resolve conflicts of information, and obtain missing information.  From October 1through the end of April, our workforce has processed more than 1 million documents and made 1.4 million outbound phone calls to applicants.  As in any business or major program there are peaks and valleys as the various tasks stop and start.  The number of staff Serco has working on the Marketplace is reviewed on a regular basis by CMS and any adjustments are made to ensure tasks are successfully completed in the most efficient manner.  Our people know that we are performing mission critical work to enable millions of Americas to obtain health insurance. Serco is proud to provide the business services that support this important effort.

However, Serco has not responded to our follow up questions on if that workforce only incudes workers at the plant in Wentzville or if it includes the workers in Arkansas, Kentucky and Oklahoma.

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