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Washington Health Benefit Exchange
HEALTH EQUITY TECHNICAL ADVISORY COMMITTEEMarch 31, 2014
Agenda
▪ Welcome and Introductions (5 min.)
▪ Exchange Status Updates (20 min.)
▪ HPF Post-Open Enrollment (25 min.)
▪ Health Literacy Strategic Planning (30 min.)
▪ Language Access Update (5 min.)
▪ Public Questions and Comments (5 min.)
▪ Next Meeting and Adjourn
Washington Health Benefit Exchange
Status Update
Pam MacEwan, Chief of Staff
Status Updates
▪ Trends and Developments
▪ Special Enrollment
▪ Enrollment Numbers
▪ Operations and Call Center
▪ Application Issues
▪ Marketing and Outreach
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Trends/Developments
▪ Final enrollment surge before March 31
▪ Preparation for March 31 – including outreach, system monitoring, web messaging, call center messaging
▪ Regular triaging of stalled applications and resolution of errors
▪ EDI file system improvements and transfer of information to carriers still a high priority.
▪ Final push on outreach and marketing
▪ Preparation for special enrollment
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SPECIAL ENROLLMENT▪ Definitions and terms – qualifying event which is typically a life
event such as marriage, loss of job, significant change in income, birth of a child
▪ Also includes application problem related to Healthplanfinder– per Federal guidance, applications stuck before 11:59 on March 31
▪ Communication – Messaging through media channels, FAQs on HBE website, disseminated to IPAs, Brokers and Agents –clarification regarding Medicaid and AI/AN eligibility
▪ Technical changes – Pop up on Healthplanfinder, prompts in application regarding documentation requirements
▪ Documents – Qualifying events must be confirmed by documentations, enrollment will not be complete until documents are received
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Enrollment Update▪ Web and Call Center Data
▪ Unique Visitors – 1,572,263
▪ Accounts Created – 481,308
▪ Call Center Volume – 36,568
▪ Average Wait Times after menu selection – 50 min.
▪ Enrollments Complete
▪ Qualified Health Plans – 109,021
▪ Medicaid Newly Eligible/Coverage Jan 1. – 222,607
▪ Medicaid Previously Eligible but not Enrolled – 115,159
▪ Medicaid redeterminations – 351,241
▪ In-Process Applications
▪ Qualified Health Plans Application (need to pay) – 82,060
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Operations – Call Center
▪ February Staff Levels:
▪ Maximum of 500 CSRs on phones Monday – Saturday
▪ Approximately 7% attrition
▪ Overtime offered on Saturdays to process documents and take phone calls
▪ February Call Volumes:
▪ Approximately 190,000 calls received (39% duplicate calls)
▪ 37,924 high volume messages played
▪ 143,289 handled
▪ 8,858 abandoned (average of 6%)
▪ Initial wait times averaged 1 minute 16 seconds
▪ Specialty queue wait times averaged 49 minutes
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Operations – Preliminary March Volumes
▪ Overall volume of calls is holding at 7,000 to 8,000 a day
▪ The majority of calls are being answered (93% handle rate)
▪ Duplicate rate is decreasing
▪ High volume message is played for less than .01% of calls
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Operations – Call History
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October November December January February
CSRs 135 228 228 409 500
Calls Received
167,000 228,000 380,000 741,000 190,000
Calls Handled
47,000 34,000 66,000 107,000 144,000
High Volume Message
76,000 157,000 273,000 623,000 38,000
Daily Volume
6,000-14,000
10,000-20,000
20,000 40,000 8,000
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Applications/Enrollments
▪ Three major places for stalled applications
▪ Confirm Identity, Eligibility Service, Payment Screen
▪ Change reporting is the primary driver
▪ Escalation path – IPAs and Brokers, Call Center, Client Specialist Team, Special Operations Unit
▪ Data fixes, workarounds, system corrections, creating new applications
▪ Next steps
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Transfer of data to carriers
▪ Nearly 100 different data and manual fixes to correct data sent to carriers
▪ Remaining issues are mostly related to changes, including shifting effective dates
▪ HBE is processing files on time
▪ Conducted nearly 40 data and manual fixes to correct the data being set to carriers
▪ Exploring long term solutions to enhance this functionality
March To Coverage
The Final Countdown to Get Coverage
▪ March 11 Press release including resources such as:
▪ Customer enrollment tips
▪ Customer FAQs
▪ Comprehensive outreach toolkit
▪ Campaign continues throughout March
▪ Collaborating with IPA lead organizations and partners to promote enrollment events
▪ Social media
▪ Facebook office hours
▪ Increase in advertising, including print ads, PSAs and fliers, by lead organizations and partners
▪ Interactive presence at events such as roller derby bouts, hockey games and Live Nation concerts
▪ Additional: partnering with athletes, electronic billboards, painting the side of a building
▪ Communications support via internal Customer Support Workgroup
▪ Working with Governor’s Office to plan a recognition event in early April
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March 31 Deadline Media Outreach
▪ March 11 press release urges residents to enroll ahead of March 31 deadline
▪ Media coverage to-date:
▪ 16 original print stories, 20 TV/radio hits, 137 total print (with AP story re-posts)
▪ Local Print Reach: 20,496,340 unique readership
▪ Local Broadcast Reach: 574,823 unique viewers
▪ Top stories with the Associated Press, Seattle Times, Everett Herald, Spokesman Review, KING 5, KIRO 7, KUOW (NPR)
▪ Additional coverage expected with KPLU (NPR), Q13, Tri-City Herald, The Columbian, the Olympian, KGY radio and more
▪ Spanish language outreach push next week
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Online Event Posting Outreach
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Social Media Outreach - ThunderclapMonday, March 17
The Impact of the WHPF Sessions
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• We have experienced an increase in young adult enrollment since the new ad campaign and young adult outreach efforts began.
• “Rian” Ad has more views on YouTube in its three weeks than our “Gambling Man” snowboarder ad has received in six months.
• The “WHPF Sessions” campaign as received nearly five times the earned media coverage as our initial “Chance” TV campaign.
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Washington Health Benefit Exchange
Washington Healthplanfinder- April 1 Customer Online Experience -
Nelly Kinsella, Communications Associate
www.wahealthplanfinder.org
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NOTICE TO WASHINGTON HEALTHPLANFINDER CUSTOMERS
QUALIFIED HEALTH PLAN OPEN ENROLLMENT IS CLOSEDThe next upcoming Qualified Health Plan Open Enrollment is November 15, 2014 to February 15, 2015.
The following Washington Healthplanfinder customers may enroll year-round:Those who qualify for or are renewing Washington Apple Health (Medicaid) coverage American Indians/Alaskan Natives and Indians eligible for services through an Indian health care provider Those enrolling in the Small Business Health Options Program offered in Clark and Cowlitz counties
Certain life events including but not limited to getting married, having a child, moving to a new area or loosing health coverage may qualify you for a Special Enrollment period. If you’re an existing customer, you can report a change through your Washington Healthplanfinder account. If you’re a new customer, you can apply now to check if you qualify.
INSCRIPCIÓN ABIERTA PARA PLAN DE SALUD CALIFICADO HA CERRADOEl siguiente Plan de Salud Calificado próximo Inscripción Abierta es el 15 de noviembre de 2014 hasta el 15 de febrero de 2015.
Los siguientes clientes de Washington Healthplanfinder pueden matricularse durante todo el año:Aquellos que tienen derecho o renuevan el plan de Washington Apple Health (Medicaid) cobertura Indígenos Americanos/ Nativos de Alaska e Indios elegibles para servicios por un proveedores de asistencia médica para indio Aquellos matriculando en el Programa de Opciones de Salud de Negocio Pequeño ofrecido en los condados de Clark y Cowlitz
Ciertos acontecimientos de la vida incluyendo pero no limitado a casarse, tener un hijo, mudarse a una nueva área o perder la cobertura del seguro de salud que usted puede calificar para un período de inscripción especial. Si usted es un cliente existente, puede informarnos de un cambio a través de su cuenta de Washington Healthplanfinder. Si usted es un nuevo cliente, puede aplicar ahora para a ver si califica.
▪ Browse anonymously
▪ Apply
▪ Provide income information
▪ Review eligibility results
▪ If Washington Apple Health – Auto enrolled
▪ If Qualified Health Plan – Special Conditions Questionnaire▪ Select a health plan
▪ Submit payment
▪ If qualifying event is not electronically verified, submit documentation
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Review Eligibility Results
5/1/2014
5/1/2014
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QHP Open Enrollment is Closed
Qualified Health Plan Open Enrollment is currently closed. The next Open Enrollment period is November 15, 2014 to February 15, 2015.
You may still qualify to purchase a health plan from Washington Healthplanfinder due to special conditions. You will need to answer a few more questions to see if you qualify.
Final determination and confirmation of Special Enrollment will be provided after you submit documentation supporting any qualifying event. Washington Healthplanfinder will notify you after your documentation has been reviewed.
Additional Information about Special Enrollment >
Special Conditions Questionnaire
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Special Conditions Results
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Final determination and confirmation of Special Enrollment will be provided after you submit
documentation supporting any qualifying event. Washington Healthplanfinder will notify you
after your documentation has been reviewed.
Change Reporting
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Final determination and confirmation of Special Enrollment will be provided after you submit
documentation supporting any qualifying event. Washington Healthplanfinder will notify you
after your documentation has been reviewed.
Frequently Asked Questions
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Washington Healthplanfinder Quick Tips @ www.wahbexchange.orghttp://wahbexchange.org/files/1013/9604/1783/Week_of_March_24_FAQs_140330_Final.pdf
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Washington Health Benefit Exchange
Health Literacy Strategic Planning
Pam Cowley, Outreach
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Literacy is the ability to read, write and speak English;
compute and solve problems at levels of proficiency
necessary to function on the job and in society; to
achieve one’s goals; and to develop one’s
knowledge
and potential.
A person with limited literacy skills
will have a harder time doing things like
filling out a job application, interpreting
a bus schedule, or understanding when
to take medications. Low literacy does
not mean illiteracy.
Freudenberg N, Ruglis J. Reframing school dropout as a public health issue. Prev Chronic Dis 2007;4(4).
http://www.cdc.gov/pcd/issues/2007/oct/07_0063.htm. Accessed [March 21, 2014]. (Freebody and Luke, 1990.)
Literacy
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Health literacy is defined as the degree to which
individuals have the capacity to obtain, process,
and understand basic health information and
services needed to make appropriate
health decisions.
Health insurance literacy is the degree
To which people understand insurance
termsand concepts.
http://www.cms.gov/Outreach-and-Education/Training/CMSNationalTrainingProgram/Training-Library-Items/Health-Insurance-Literacy.html;
America’s Health Insurance Plans. 2010. Health literacy: A toolkit for communicators. www.ahip.org/content/default.aspx?docid=30683 (accessed January 9, 2012).
Health, Health Insuranceand Literacy
33
• Lack of access to quality care
• Higher incidence of chronic disease
• Poor medication management
• Not being able to access the right health care from the
right provider, at the right time.
• Delay to care: screenings, early detection and treatment
• Poor health outcomes
Consequences of Limited Literacy
34
Limited health and health insurance
literacy creates barriers in access,
enrollment, health insurance usage
and lower satisfaction with services.
Limited health literacy can hamper the ability to:
stay on track with the enrollment process;
understand differences in plans and benefits and;
adhere to payment schedules and other responsibilities
resulting in incomplete applications, frequent changing of plans,
missed payments, overall dissatisfaction and disenrollments.
Most importantly limited health literacy impacts health outcomes
in the most vulnerable.
Consequences of Limited Literacy
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Health Literacy Vision
35
All Washington residents know how and where to access health insurance.
All Washington residents understand their health insurance options, their cost,
their responsibilities and their coverage. All Washington residents know the
value of health insurance in staying healthy across the lifespan.
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What can we accomplish in 2014?
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Goal:
Washington residents have access to clear and simple information
on accessing health insurance and understanding their health insurance
options.
A Lot to Do!
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Assessment of ContentEvaluate key print content for plain language, optimum translation, simplicity and clarity.
A Lot to Do!
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Engage Health Equity and Navigator TACs in Identifying Goals and PrioritiesGather recommendations to help identify and quantify agreed upon goals and priorities.
Gap AnalysisConduct assessment of current attributes, competencies and performance levels in key print materials; provide strategies to support agreed upon improvements.
A Lot to Do!
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Open Communication on Progress
Communicate progress to HBE Board members, TACs,
outreach partners and other interested parties.
Design, Redesign and Development
Create or enhance key print materials based on focus
groups findings (TACs, partners and lead organizations.)
Create a corporate resource library of images and
graphics for key concepts, culturally diverse populations
and vulnerable groups.
A LOT TO DO!
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▪ Review and Acceptance with a mixed level of users and stakeholders.
▪ Timeline only 7 months until open enrollment
PROPOSED PHASES
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NeedsAssessment
Design andDevelopment
Review and Acceptance
Incorporate toolsinto pertinent areas of work
Survey of staff, Navigator, Outreach and Health Equity Technical Advisory; focus groups with consumers and community partners. Finalize decisions on strategies.
Creative development, exploration of nontraditional tools and stakeholder recommendations.
TACs and key stakeholders offered review. Translation process begins.
Finalize tools and production. Storefront the materials in the website, print shop and outreach toolkits.
Timeline will be based on contract services agreements.
Washington Health Benefit Exchange
Language Access Plan Update
Joan Altman, Policy
Language Access Plan Timeline
▪ January review
▪ Review of working draft that builds both on HEqTAC recommendations and staff feedback
▪ February
▪ Manager Review
▪ March
▪ Legal Review
▪ Leadership Review
▪ April
▪ Health Equity TAC discussion
▪ External Stakeholder review
