ConstituentInquires

LeanSixSigmaProjectReportOutBlackBelt- BettyBirtOhioDepartmentofMedicaidJanuary19,2017

AgencySealAgencySeal

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Background- Scope§ Constituent inquires are requests from Medicaid customers looking for

answers to questions regarding eligibility, coverage or providers.

§ In 2016, the volume of constituent inquiries has increased to nearly 300 perweek from approximately 100 per week in 2014. Due to the high volume ofinquiries, it has become difficult to track and respond in a timely manner toinquiries. There is a great need for better reporting and tracking capabilitiesand a solution that will help directly route inquiries to reach the area thatcan respond.

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ReceiptofConstituentInquiry

SuccessfulResolutionandClosureofInquiry

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• DatacollectionisthenumberoftransactionsfromtheODMwebsite,emails,phonecallsetc.

• OurprimarysourceofdatacomesfromSharePoint

• Continuallycheckeddataforaccuracy,makingsurewearecomparingapplestoapples

• Whatdidwefind:

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DataCollectionPlan

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TotalInquiries Hotline Provider Legislation Other2014 6259 1574 319 716 7022015 13922 3509 3506 1005 4812016 12900 4997 2863 312 888

TOPAREASOFINQUIRIES

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DataAnalysis

YearHotlineTotal Inq

201620152014201620152014

14000

12000

10000

8000

6000

4000

2000

0

Data

Chart of Total Inq, Hotline

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DataAnalysis

ReasonsforContact:• Applyfor

Medicaid• Check

Statusofapplication

• ChangeMedicalPlan

• Getcopyofcard

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TheKaizenEvent

– TheTigerTeam– ATigerTeamisagroupofexpertsassignedtoinvestigateand/orsolvetechnicalorsystemicproblems

– TeamLead:JudithMcNabb

– JohnHaller,JennyHemphill,LaQuitaKelly-Allen,JaneLengel,AngelaHartman,ShaunBracely,SamuelAssoku,KelleyHigginbotham,JamesKeck

– BlackBelt: BettyBirt

– Camo&GreenBeltAssistantsBlackBelt:

– MeghanLeak,TersaLeigh,RobertBoykins,AdrianaPust

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Ma k i n g O h i o B e t t e rOH I O D E PA R TM E N T O F M E D I C A I D

KaizenTools

• SIPOC• CurrentStateMap(200Steps)• TimUWood–WasteIdentification• SilentBrainstorming(over100brilliantideas)• ImpactControlMatrix• Poka-yoke(websiteform)• FutureStateMap(14Steps)• ActionRegisters• 60-90-120dayfollow-up

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Hypothesis§ ThatredirectingamajorityoftheconsumersfromODMwebsiteforcertaintypesofinquirestotheConsumerHotlinecouldpotentiallyreducethenumberofinquireswehandleby33%.

§ BysendinganautoresponsetoProvidersinsteadofansweringtheirinquireswillreducethenumberofProviderrequestroutedthroughtheContactuspageby90%.

§ ByallowingallusersoftheSharePointworkflowtoclosetheirownroutineinquiresinsteadoftheadministratorclosingthemwillreducethistaskfortheadministratorby80%.

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ProcessImprovementGoals

ReducenumberofConstituentinquiriesbydevelopingadirectrouteto

theareathatcanrespond

UpdatetheContactUs

webpageandonlineform

Increaseoverallfunctionalityofthecurrent

trackingsystem

Re-educateProvidersthatareusingtheConstituent

InquiryportaltobypasscallingtheProvider

Hotline

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Website-Before

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Website-After

• Before • After

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GraphicalDisplays• Two-SampleT-TestandCI:Inquires,

Results

• Two-sampleTforInquires

• ResultsNMeanStDev SEMean• After 3213.728.961.6• Before3624.3 13.62.3

• Difference=μ(After)- μ(Before)• Estimatefordifference:-10.53• 95%CIfordifference:(-16.06,-5.00)• T-Testofdifference=0(vs≠):T-Value

=-3.81P-Value=0.000DF=61•

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After 2Before 1

50

40

30

20

10

0

Data

24.5172

13.8696

Boxplot of Before 1, After 2

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ProjectMetrics

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Themeanindicatestheaverageisnow14perdayor56aweek,wellbelowthecustomerexpectation.

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OtherToolsUsed§ VoiceoftheCustomer§ DILO§ ControlCharts§ CauseandEffectMatrix§ OperationalDefinitions§ Brainstorming§ Ishikawa§ RootCauseAnalysis

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§ GraphicalDisplays§ ParetoChart§ BarChart§ Histogram§ BoxPlots§ CapabilityAnalysis

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MoreValueforTaxpayerDollars

• Freesupstafftimeforotherhighprioritywork– CIadministratornolongerneedstocloseallinquiries

– Customerisservedfaster• Systemautoroutesinquiriestothecorrectareabasedonconsumerselfidentifiedtopics

• Hotlineinquiriesareroutedreal-time• HotlinehasSaturdayhours,decreases3daywaittimeforresponsesoveraweekend

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ImprovementSummaryKeyIssues HowweImproved

Determined significant number of theConstituent inquiries received by ODMcould be handled by the Consumer Hotline

ChangedthelinksontheWebsitetodirectinquiresawayfromODMandsent themdirectlytotheConsumerHotline.Decreaseduplicatesduetoautoresponse.

Providers using the Constituent Inquiryportal to bypass calling the Provider Hotline

“Re-educating”theprovidersbysendingaresponsethattheyneedtocalltheProvidercallcenterandprovidedthatinformationonthewebsite.

Theinquireswereceivedonotcontaintheneededinformationtoresearchtheissuecausingdelayedresponsetime.

Redesigningtheonlineformtocontainmoremandatoryfieldsforcollectingthespecificinformationneededforresearch.

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ImplementationPlan– March2017

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Updates1.DevelopwebpageforContactusandSharePointcollectionsitetomatch.

2.AllowMultipleindividualsinCArolethatonlyJudynowhas

3.Allowopen/closefunctionforeveryonewhohasaccesstothesolution(exceptionwhentheoriginis:Director,Governor,Legislative,CMSorAG)

4.AllowabilitytodraganddropattachmentswithinSPapplication.

5.FixformattingissueswithintheSPinternalformtoallowtexttowrap

6.Needtoreceiveinquiresinrealtime(Stopbatching)

7.DevelopaworkflowinCIsimilartoRATsandContractsprocessfordocumentroutingandapprovals-

8.AllowBureauContactstoreassigninquirestomorethanoneLinestaff

9.Allowmodifications(exceptfordeletions)tobemadetoinquiresatanystateopenedorclosed.

10.Addadate/timestampwheninquiryisrequestedclosedfortrackingandreporting

11.AddHelpfullinksareawithinCIsostaffcanopennewpageandgettoMITS,OB,(similartoRATSworkflow)

12.Abilitytoopenandprime/copyaclosedinquirytocreateanewone.

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AsAResult

§ TheCIadministratorisfocusingonhigherprioritywork§ Reductioninduplicateinquiries§ NewlyredesignedCIprocessisbeingusedasastandard

forrequirementstonewDepartmentwideCustomerRelationshipManagement(CRM)system

§ Discoveredyoucanmakesignificantimprovementswithsmallchangestotheprocesswithoutspendingmoneyorhiringadditionalstaff

“Everylineistheperfectlengthifyoudon’tmeasureit”MartyRubin

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BlackBelt- Goals§ ContinuefacilitationofactionregisteritemsforCIproject

§ Mentorotherbeltcandidates§ ParticipateinODMprocessmappingfornewsystemrequirements

§ LearnVSM(ValueStreamMapping)§ VolunteerwithLeanOhio

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Specialthanks to…

ODMPMO:FeliciaSherman,BrianSmithSponsors:RogerFouts,LizRamey,MeaganGrove

Mentor:DeboraMayle

KaizenTeamMembers:TeamLead,JudyMcNabb,andtheKaizenEventParticipantsODMITstaffandSharePointDevelopers

LeanOhio:Tim,Denae,Racquel,Michael,BrandiandScot

MyfellowBlackBeltclassparticipants

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