Pick It Up! How the Phone Can Easily Increase Your Enrollment Success

© 2016 Enroll America | StateOfEnrollment.org

05.13.2016

Pick It Up! How The Phone Can Easily Increase Your Enrollment Success


-Introduce our panel and topic

-Hear from our panelists

-Takeaways and Common Themes

-Question and Answer Session

-Conclusion and Closing

Agenda


-Garry Paul Bonesteel is a Navigator with the Palmetto Project in South Carolina.

-Cristian Ariza is the Philadelphia Site Supervisor for the Cognosante Enrollment Assistance Project in Pennsylvania.

-Carrie Berlin is the Outreach and Enrollment Manager for the YWCA of Greater Pittsburgh, a Navigator grantee in Pennsylvania.

Our panel

© 2016 Enroll America | StateOfEnrollment.org 4

Why Followup Matters For Your Program


BUILDING AN OUTREACH AND FOLLOWUP PROGRAM FROM THE GROUND UP

Carrie Berlin, Outreach and Enrollment Manager, YWCA of Greater Pittsburgh


Step 1: Build a strong team.


Step 2: Make a plan. Set goals as a team.


Step 3: Personalize outreach.

Example of Heat Map:


Step 3: Personalize outreach.• Event specific materials• Language specific materials• Consistent staff contact


Appointment Cards


Step 4: Continuous follow up• Personalized phone calls• Education during appointments


Step 4: Continuous follow up• 6 month postcards• 1 year – renewal reminder



WORKING WITH PARTNERS ON OUTREACH AND FOLLOW-UP

Cristian Ariza, Cognosante EAP Philadelphia


• Community Partnerships to Conduct Outreach

• Cognosante’s Enrollment Assistance Program – Philadelphia

Dial it Up!


Limited Investment during OE2

• Worked with EA to Conduct Outreach on Contact Card Program

• Promising Results

Dial it Up!


Strengthened Calling Process for OE3

Developed Strategy

• Assister Training with EA

• Outreach Events Prior to Nov. 1st

• Established Contact Lists

Dial it Up!


Focus Placed on Partnerships

• Value of community partners collecting contact cards and developing lists

• Free Library of Philadelphia

• Targeted approach:• Focused on high-need areas• Promotion of specific enrollment

locations and events

Dial it Up!


Calling Program Became Essential

Increased attendance and enrollment at key locations and events

• Facilitated enrollment process for both assisters and consumers• Led to more consumers finding coverage

Dial it Up!


NAVIGATOR FOLLOW UP: TIPS FOR DEVELOPING AFFECTIVE CONSUMER FOLLOW UP WHEN WORKING IN THE FIELD

Garry Bonesteel, The Palmetto Project


Working outside the Office

Hello, my name Is Garry and my office is my couch.






What effective follow up look like and the Impact it can have on.

Effective Follow Up: Post Open Enrollment


Effective Follow Up: Open Enrollment

Open enrollment is our busy season, so can we still effectively follow up with consumers?


Effective Follow Up: Non-enrolled Consumers

What does follow up look like with people who are below 100% FPL or do not qualify for a Special

Enrollment Period?


• Know yourself and the resources available to you • Find a work space and work flow that works best for you • Building relationships with consumers and community

partners is key to your success • Returns calls and emails within 48hrs• Get the contact information because everyone is worth

following up with

Summery


TAKEAWAYSANDCOMMON THEMES


What do you think the common themes are here?

What have each of these programs done to successfully reach consumers?

Takeaways and Common Themes


What have been some of the challenges they’ve had in building these programs?

What are some of your takeaways, and your questions?



• Collecting consumer contact information• -Building a list!

• Involving staff in the planning process• Engaging in an aggressive followup program after first

interaction to get consumer in the door for an enrollment appointment



QUESTIONSANDANSWERS


PUTTINGITTOGETHER


THANK YOU!

Healthcare

Pick It Up! How the Phone Can Easily Increase Your Enrollment Success