pick it up! how the phone can easily increase your enrollment success
TRANSCRIPT
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© 2016 Enroll America | StateOfEnrollment.org
05.13.2016
Pick It Up! How The Phone Can Easily Increase Your Enrollment Success
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© 2016 Enroll America | StateOfEnrollment.org
-Introduce our panel and topic
-Hear from our panelists
-Takeaways and Common Themes
-Question and Answer Session
-Conclusion and Closing
Agenda
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-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
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Why Followup Matters For Your Program
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BUILDING AN OUTREACH AND FOLLOWUP PROGRAM FROM THE GROUND UP
Carrie Berlin, Outreach and Enrollment Manager, YWCA of Greater Pittsburgh
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Step 1: Build a strong team.
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Step 2: Make a plan. Set goals as a team.
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Step 3: Personalize outreach.
Example of Heat Map:
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Step 3: Personalize outreach.• Event specific materials• Language specific materials• Consistent staff contact
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Appointment Cards
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Step 4: Continuous follow up• Personalized phone calls• Education during appointments
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Step 4: Continuous follow up• 6 month postcards• 1 year – renewal reminder
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WORKING WITH PARTNERS ON OUTREACH AND FOLLOW-UP
Cristian Ariza, Cognosante EAP Philadelphia
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• Community Partnerships to Conduct Outreach
• Cognosante’s Enrollment Assistance Program – Philadelphia
Dial it Up!
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Limited Investment during OE2
• Worked with EA to Conduct Outreach on Contact Card Program
• Promising Results
Dial it Up!
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Strengthened Calling Process for OE3
Developed Strategy
• Assister Training with EA
• Outreach Events Prior to Nov. 1st
• Established Contact Lists
Dial it Up!
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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!
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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!
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NAVIGATOR FOLLOW UP: TIPS FOR DEVELOPING AFFECTIVE CONSUMER FOLLOW UP WHEN WORKING IN THE FIELD
Garry Bonesteel, The Palmetto Project
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Working outside the Office
Hello, my name Is Garry and my office is my couch.
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Working outside the Office
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Working outside the Office
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What effective follow up look like and the Impact it can have on.
Effective Follow Up: Post Open Enrollment
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Effective Follow Up: Open Enrollment
Open enrollment is our busy season, so can we still effectively follow up with consumers?
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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?
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• 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
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TAKEAWAYSANDCOMMON THEMES
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What do you think the common themes are here?
What have each of these programs done to successfully reach consumers?
Takeaways and Common Themes
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What have been some of the challenges they’ve had in building these programs?
What are some of your takeaways, and your questions?
Takeaways and Common Themes
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• 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
Takeaways and Common Themes
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QUESTIONSANDANSWERS
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PUTTINGITTOGETHER
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THANK YOU!