The Corner

Obamacare Navigators Instructed to ‘Smile’

The Obama administration is pulling out all the stops in its most recent effort to sell the Affordable Care Act to the American public. Not only is President Clinton now on the campaign trail for Obamacare, navigators charged with facilitating enrollment into the insurance exchanges have been directed to “smile” while selling the law to the public.

In the 217-page manual, Health Insurance Marketplace Navigator Standard Operating Procedures Manual, navigators are given “the most simple and most powerful tip for consumer assistance […] Smile.” They are also instructed not to “pretend to smile, or produce a false smile.” Officially, the smiling is intended to “help consumers feel at ease and welcomed.” 

Regardless, section 2.2.6 of the manual tells Navigators to “try to make consumers’ experiences positive ones that they will remember and share with others.” Section 2.2.7 goes on directing navigators to say “thank you,” noting that “kindness and gratitude can improve the quality of any relationship.”  

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