A. No later than September 1, 2020, the board, in coordination with insurance producers appointed and compensated by the insurance industry, shall review its plan of operation and approve amendments to it as appropriate to ensure that the exchange is operated using best practices for state-based exchanges in business administration, consumer engagement and public outreach and marketing.

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B. The board shall provide for public notice and hearing prior to approving amendments to the plan of operation.

C. The plan of operation shall contain:

(1)     procedures to implement the provisions of the New Mexico Health Insurance Exchange Act, consistent with state and federal law;

(2)     procedures for handling and accounting for the exchange’s assets and money;

(3)     regular times and meeting places for meetings of the board;

(4)     a statewide consumer assistance program, including a navigator program;

(5)     procedures for consumer complaints and grievances for issues relating to the exchange;

(6)     procedures for alternative dispute resolution between the exchange and contractors or health insurance issuers;

(7)     policies that:

(a) promote effective communication and collaboration between the exchange and Indian nations, tribes and pueblos, including communicating and collaborating on those nations’, tribes’ and pueblos’ plans for creating or participating in health insurance exchanges; and

(b) promote cultural competency in providing effective services to Native Americans;

(8)     conflict-of-interest policies and procedures;

(9)     details on the contents of the reports required pursuant to the New Mexico Health Insurance Exchange Act; and

(10)    provisions necessary and proper for the execution of the powers and duties of the board and exchange.