HealthCare.Gov call center pay rate increased to $15/hr

Oct. 18, 2021

The Centers for Medicare & Medicaid Services (CMS) increased hourly wages to a minimum of $15 per hour for contract employees in all of the Medicare and Federal Health Insurance Marketplace ( call center locations effective September 26, 2021.

This pay rate increase will impact up to 12,000 call center staff, help CMS attract and retain top talent ahead of the upcoming Open Enrollment periods and ensure high levels of customer service are delivered.

The action complements President Biden’s Executive Order to increase the hourly minimum wage to $15 per hour for federal contractors by January 30, 2022. The call centers are available 24 hours-a-day, seven days-a-week (except most major holidays) at 1-800-318-2596 (TTY: 1-855-889-4325) for the Federal Health Insurance Marketplace and at 1-800-MEDICARE (1-800-633-4227) for Medicare. 

During the Open Enrollment periods, CMS doubles its call center capacity from approximately 6,000 to 12,000 customer service representatives. Increasing the minimum wage before Open Enrollment enables CMS programs to be more competitive in hiring in the 11 cities across the country where call centers are located

CMS release