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Navigator/CAC Monthly Webinar
March 4, 2020
The webinar will begin at 12:30. If you can see this screen you are prepared to participate.
The webinar is not being recorded, but this PowerPoint will be available on Assister Central
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Program updates
2
• Navigator payments have been processed• Agencies with direct deposit should see those payments
in their accounts shortly• Payment statements are being sent to the payment
coordinator listed in AMP
• FY 2021 Navigator Outreach and Enrollment Grant program applicant webinar:• Thursday, March 5 at 11:00 a.m.• Only agencies that submitted a Letter of Intent by
February 13 are eligible to submit a proposal• More information on the RFP on the Assister Funding
Opportunities webpage
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2020 Open Enrollment Assister Experience Survey: Navigator and CAC Preliminary Results
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Who took the survey?
4
• 634 complete responses from all assisters (brokers, navigators and certified application counselors)
• 334 responses from navigators and CACs
• Response rate about the same from last year’s open enrollment survey
% of Survey Responses
# of Responses
% of Certified During OE
Navigators 78% 261 42%
CACs 22% 73 18%
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Regions where navigator/CAC assistance is offered by survey respondents
5
6%
8%
7%
19%
11%
17%
13%
46%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Southeast
South Central
Southwest
Central
West Central
Northeast
Northwest
Twin Cities Metro
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Open enrollment periods navigators/CACs have been certified
6
84%
73%
57%
47%
41%
32%
30%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
OE 7 (2019-2020)
OE 6 (2018-2019)
OE 5 (2017-2018)
OE 4 (2016-2017)
OE 3 (2015-2016)
OE 2 (2014-2015)
OE 1 (2013-2014)
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During open enrollment, number of households assisted with a MNsure application, renewal, life event, or other type of assistance?
7
5%
45%
28%
10%
12%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
None (Admin or Support Staff
0-5 (about 1 household a day in a typical week)
6-15 (up to 3 households a day in a typical week)
16-25 (up to 5 households a day in a typical week)
26 or more (more than 5 households a day in atypical week)
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What was your experience with METS (the online application) during 2020 compared to 2019
8
19%
11%
50%
20%
0% 10% 20% 30% 40% 50% 60%
Not applicable- not ceritified in 2019
Not improved
Somewhat improved
Much Improved
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How was your experience using the new shopping and enrollment technology during the 2020 Open Enrollment?
9
1%
4%
48%
23%
24%
0% 10% 20% 30% 40% 50% 60%
Mostly negative
Somewhat negative
Neutral
Somewhat positive
Mostly positive
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How often did you help a QHP-eligible consumer submit a change/life event to MNsure
10
31%
41%
24%
4%
1%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Never
Less than once a week
A few times each week
Nearly every day
More than once a day
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How frequently was a consumer you were working with able to reset their password without contacting MNsure?
11
16%
21%
32%
20%
11%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Did not try
Never
Rarely
Sometimes
Frequently
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Helpfulness of MinnesotaCare automated option for case information
12
46%
15%
26%
12%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Not aware
Not very helpful
Somewhat helpful
Very helpful
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How often did consumers need help with…
13
Frequently Sometimes Rarely Never
Determining whether they already had an online account with MNsure 51% 32% 8% 9%
Finding out their username and/or resetting their password 55% 27% 5% 13%
Creating an online account 60% 25% 6% 8%
Creating an online account through the manual account creation process
30% 32% 18% 20%
Correcting an application that was already submitted 17% 31% 25% 28%
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How often did consumers need help with…
14
Frequently Sometimes Rarely Never
Following up on application status or pending application 44% 33% 10% 13%
Submitting verification documents 41% 28% 16% 15%
Paying MinnesotaCare premiums 16% 23% 25% 36%
Explaining notices received from MNsure, DHS or the county 58% 24% 9% 10%
Ending their current coverage 8% 15% 28% 50%
Filing an appeal 2% 9% 26% 63%
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Consumer’s insurance status
15
Frequently Sometimes Rarely Never
Had insurance for 2019, but was new to enrolling through MNsure for 2020 20% 46% 20% 13%
Renewing QHP coverage through MNsure and continued with the same plan for 2020
17% 30% 19% 35%
Renewing QHP coverage through MNsure and selected new plan for 2020 7% 27% 24% 43%
Actively renewing (need to renew) Medical Assistance orMinnesotaCare coverage
63% 20% 5% 12%
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Consumer’s insurance status (continued)
16
Frequently Occasionally Rarely Never
Passively renewing (auto-renewal) Medical Assistance or MinnesotaCare coverage
34% 32% 17% 17%
Transitioning between QHP and public program coverage (i.e. experienced a change in income)
21% 38% 17% 25%
Seeking insurance for 2020 after a gap in coverage 23% 39% 21% 17%
Seeking to cancel QHP coverage through MNsure for 2020 – had other coverage
2% 12% 27% 58%
Seeking to cancel QHP coverage through MNsure for 2020 – did nothave other coverage
3% 11% 22% 64%
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Importance of factors in choosing a QHP
17
Frequently Sometimes Rarely Never
Monthly premium 62% 11% 6% 22%
Amount of tax credit 40% 24% 9% 27%
Annual deductible 50% 18% 7% 25%
Provider network 32% 28% 14% 26%
Prescription drug coverage 37% 23% 14% 26%
Preference for a particular health insurance company 18% 32% 21% 29%
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Did you call the ARC on a Thursday evening and/or on a Saturday during OE?
18
10%
71%
13%
13%
0% 10% 20% 30% 40% 50% 60% 70% 80%
I do not remember
No
Yes, on Saturday
Yes, on Thursday
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Satisfaction with the Assister Resource Center
19
3%
19%
28%
50%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Not Satisfied
Neutral
Somewhat satisfied
Very satisfied
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How often do you need to call the ARC when assisting a client?
20
8%
12%
28%
33%
18%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Never
Rarely
Sometimes
Frequently
Nearly every time
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How often do you use Assister Central?
21
22%
26%
25%
16%
11%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Rarely or never
Less than once a week
A couple of times a week
Nearly every day
More than once a day
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Fall 2019 Assister Assemblies
22
2%
32%
66%
Attended and found the experiencenot helpful
Attended and found the experiencesomewhat helpful
Attended and found the experiencevery helpful
About 45% of navigators and CACs participating in the survey attended an Assister Assembly and almost all of those who attended found them very helpful or somewhat helpful:
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Thank you!
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