outreach technical advisory committee october 14, 2015 1
TRANSCRIPT
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Outreach Technical Advisory Committee
OCTOBER 14, 2015
AgendaIntroductions
HBE Update Communications-Outreach Department staffing update Open Enrollment prep Renewals
Navigator Program
Rate Study – 2016 Marketplace
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Outreach TAC MembersChewon (Che) Lee, CGI Pacific Northwest new!
Courtney Normand, Planned Parent Votes Northwest
Dr. James Polo, Mary Bridge Children’s Healthcare
Eric Earling, Premera
Jaelen Pace, Volunteers of America
Mary Wood, Health Care Authority
Michael McKee, International Community Health Services
Patricia Gepert, Washington Association of Community and Migrant Health Centers
Sally Mildren, Coordinated Care
Sylvia Villalovos-Aguilar, United Health Care new!
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Communications-Outreach DepartmentCommunications-Outreach
Department
Navigator Program
Training and Certification
Consumer Education/Access
Compliance and Reporting
Communications Manager new!
Consumer Engagement
Media/PR/Outreach
Website Management
Collateral & Carrier Engagement Broker Team new!
Broker Support
Broker Field Reps
Open Enrollment 3 OutreachRenewal Population
Autorenew
Navigators and Brokers Navigator RFP Targeted QHP focus during open enrollment based on zip code data Health literacy/consumer education Rate study
Previous QHP shoppers who did not enroll (affordability, system issues) What is the messaging?
Earned media (press releases, stories)
Corporate website redesign
Social media
Limited paid media (tbd)
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November 1 Launch
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Call Center Operations Monday through Friday - 7:30 a.m. to 8 p.m. beginning October 19
Weekend coverage may be scheduled to meet peak demand
Fluctuate between 275-325 based on volume
CSRs evaluating enhanced capabilities – primarily related to SEP
Evaluating Navigator appointments, designated “Navigator” support team
Payment/billing issues go to Carrier
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RenewalsStarting November 1, QHP enrollees can start to renew coverage for 2016
Most customers are eligible for auto-renew
Auto-Renewal for QHP enrolleesHBE will run updated eligibility batches starting mid-OctoberConsumers will receive notification (both HBE and their Carrier)If eligible and no changes to report, no action is needed to stay in the same plan
(keep making payment to Carrier)Premium rates and tax credits will change
Renewal (and new application) deadline for January 1 coverage is December 23
Renewal Webinar, Monday, October 26
FAQ, corporate web site page
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Innovation AreasNavigator Program
Plan Year 2016
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2016 Plan Year Kick-Off
New Navigator Network strategies for 2016
QHP and WAH enrollment targetso Small local businesses, downtown associations
oOutreach to renewal population
oBroker partnerships (Events, storefront, referrals)
o Lead generation using Healthplanfinder data
o Two new Lead Org partners are CHCs (Sea Mar and Tri-Cities)
oWAH partnerships are well established and productive
oDSHS facilitating enrollment for new public assistance applicants
Hard-to-reach populationso Targeted outreach based on OFM/ACS estimates of uninsured
o Expanded use of foreign language communication vehicles
Periodic communication with QHP enrollees
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October 2015“It’s not scary” Enroll/Renew
November 2015
Changing Marketplace –
ShopCustomer Assistance
December 2015
Enroll by 23rd to avoid a gap
in coverage
January 2016 Last Chance –
Open Enrollment
ending
February-April 2016
Tax Time: 1095A/B
May-June 2016Use your benefits
Preventive Services Change
Reporting
Uninsured Summary
Uninsured and WAH Eligible 132,000 39% Uninsured and QHP/Tax Credit Eligible 204,000 61% Total Uninsured 336,000 100%*Does not account for estimated 10% of population who are ineligible for coverage
Focus of 2015-2016 Materials Evergreen
◦ No open enrollment dates or FPL charts to eliminate shelf life
Reduce use of images; move towards graphics◦ Eliminate need to target multiple populations through multiple versions
Focus on what people really want
Reduce amount of printed materials on shelf at KP; have print-ready PDFs electronically
Create content in areas where demand is
Draft Material: Avoid the Fine
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2016 QHP Rate AnalysisMARKETPLACE UPDATE
Purpose of Rate Analysis1. Understand what’s available to consumers in the
2016 QHP marketplace New carriers offering plansContinuing plans have premium changesDiscontinued plans or coverage area changes
2. Understand rate change impactsPremiums Tax credits Impact for consumers who auto-renew New lower cost options available
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Similar to 2015 Market Change More carriers, more plans, more competition
On average, premium increases before tax credits are moderate
Most counties (and most consumers) will see a change in lowest and second lowest cost plans
Tax credits will decrease due to lower Second Lowest Silver rates
Many enrollees will see a large rate increase if they auto-renew
There are significant opportunities to save for those who want to consider switching plans
For new QHP customers – more affordable options than ever
*Health care reform is working…
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Increases in Plan Choice United Healthcare – Statewide
Health Alliance – 4 counties
Regence – 3 counties
Molina – expanding to 2 more counties
Community Health Plan of Washington withdrawing from 26 counties (1,200 enrollees impacted)
Net increase in plans per county ranges from 17 to 47
Total plans per county in 2016 range from 53 to 116
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Average rate increases before subsidy
4.5% for Bronze 3% for Silver 9.7% for Gold
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Range of rate changes by plan
-23% to +34%
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Silver plan changes
The second lowest silver plan is changing in 36 of the 39 counties accounting for 93% of total enrollment. The lowest cost silver plan is changing in all counties. The lowest cost bronze carrier is changing in 28 of 39 counties accounting for 78% of total enrollment.
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Tax credits are calculated based on the second lowest silver plan per rating area
SLS decrease significant impacts
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33% of enrollees reside in King County where SLS decreasing by 10%.Largest decrease in SLS (and tax credits) is -16% which occurs in:JeffersonLewisLincolnSpokaneStevens
Tax credits are calculated based on the second lowest silver plan per rating area
Simple Scenario
Plan Premium
without Tax Credit
Change
Tax Credit
Change
Consumer
premium
$ Chang
e
% Change
in consum
er premiu
m
2015 $250 $145 $105
2016 Auto-renew
$255 +$5 $125 -$20 $130 +$25 24%
2016 switch $245 -$5 $125 -$20 $120 +$15 14%
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Take Aways
Carrier increases are mostly modest
New and lower cost plans entering the market
Tax credits will decrease/consumer portion will increase in most areas
Enrollees who choose based on cost will need to switch to remain in the lowest cost plan in 2016
Enrollees who auto-renew could see a sizeable increase
For new enrollees – prices are lower than they have been
If shopping, check plan benefits carefully! Some Carriers keep plan costs low by narrowing benefits beyond EHB, or by offering narrow provider networks
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Core Outcomes
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Goal 1
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Actions/priorities related to Outreach TAC:
Improve/increase engagement of all stakeholders
Increased interaction between Board and TAC members
Improve consumer experience
Goal 2 – Increase the number insured
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Actions/priorities related to Outreach TAC:
Identifying target populations Effectively reaching our target
population Enrollment resources are geared to
achieve both QHP and WAH Outreach to those transitioning out of
WAH Retention of QHP enrollees
Goal 3 – Consumer Choice
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Actions/priorities for Outreach TAC:
Decision support tools Health literacy/consumer education
efforts Improve use of system data to
identify potential enrollment target groups
Expand data and results that are published
Promote Navigator-Broker partnerships
Identify affordability issues and seek solutions
Goal 4 – Consumer Choice
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Actions/priorities for Outreach TAC: Identify targets based on geographic
needs and vulnerable populations with input from stakeholders
Study churn to understand patterns/reasons for changing eligibility
Audience-specific messaging Provide Assisters/Brokers with useful
tools and resources Identify policies that may be barriers
to enrollment
Outreach TAC meetings
Next meeting – December 9 – 1:30 p.m. – 3 p.m.36