Transcript Outreach Technical Advisory Committee June 13, 2014

Washington Health Benefit Exchange
Outreach Technical Advisory Committee
June 13, 2014
Meeting Protocol
▪ Open public meeting
▪ Callers are in listen-only mode
▪ Participation limited to Outreach TAC Members
▪ Public comment period at end of meeting
▪ GotoWebinar
▪ Chat feature
▪ Raise your hand
▪ We will unmute committee members (please mute
your own phone)
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Outreach Technical Advisory Committee Membership
Eric Earling
Premera
Carrie Glover
Within Reach
Julie Severson
Neighborhood House
Matthew McColm
Office of Raul Martinez Farmers Insurance
Robin Hilleary
Moda Health
Sally Mildren
Coordinated Care
Courtney Normand
Planned Parenthood Votes Northwest
Patricia Gepert
Wash. Association of Community and Migrant Health Centers
Brittany Jones
Cowlitz Indian Tribal Health Clinic new!
Suzanne Pak
Cornerstone Medical Services
Dr. James Polo
Mary Bridge Children’s Healthcare
Grace Sandoval
Healthpoint
Mary Wood
Health Care Authority
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Agenda
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Welcome and HBE Update
2015 Budget Development Process
Preliminary Findings - Wakely
HCA Update
Real People Real Stories
Questions & Public Comment
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Washington Health Benefit Exchange
Health Benefit Exchange Update
July 11, 2014
Kelly Boston
HBE Updates
▪ July release
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Streamlined display of eligibility results
More details on invoices to explain charges/credits
Improvements to Native American application process
Enrollment transactions updated
Application corrections (app malfunction, 3063, 3065, 3013)
Data fixes on applications with errors
▪ New health carriers and plans – OIC (late July-early August)
▪ Initial demographic reports progressing
▪ Health literacy assessment progressing
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2015 Budget Development Process
▪ Presented to Board at June meeting
▪ Board will resume discussion at July meeting
▪ Action in August-September
▪ Submit ‘final” budget in September
▪ Budget period begins January 1, 2014
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Preliminary Findings - Wakely
▪ Assess HBE performance/results through open enrollment
▪ Addressing Navigator and Agent-Broker Results
▪ Qualitative/quantitative
▪ Strengths, gaps, observations, recommendations
▪ Interviewed 60+ individuals
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Lead Organizations
Partners
Agents-Brokers
Navigators
▪ Preliminary findings – report is being finalized
▪ HBE decides what, if any action to take
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Preliminary Recommendations – Sneak Peek
▪ Revisit composition and scope of statewide Navigator network
▪ Assumes funding reductions
▪ Separate enrollment targets for QHPs
▪ Navigator-Agent/Broker guidelines and promotion of partnerships
▪ Centralize troubleshooting/system support at HBE
▪ Increased use of Certified Application Counselor role
▪ Education campaign geared to hospitals/clinics
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Expand Role of Federally Qualified Health Centers (FQHCs)
▪ CHC Navigators responsible for 60%+ of Navigator enrollments in WAH
and QHP
▪ Expected to receive continued funding ($4.5 million) in 2015
▪ WACMHC receives grant for outreach/enrollment technical assistance
to CHCs
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Broker “Designation”
▪ Recognize high producing brokers with higher level support
▪ Recruit/encourage higher involvement of inactive brokers
▪ 1,415 brokers enrolled 43,984 individuals in QHP
▪ 1,319 brokers enrolled 30,657 in WAH
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Align Navigators-Producers
▪ Establish closer alignment between Navigator-Producer programs
▪ Consistent messaging
▪ Collaboration, partnering
▪ Shared training, support troubleshooting
▪ Create opportunities to bring Producers-Navigators together
▪ Social events, speaking engagements, enrollment events
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Enrollment Activities
▪ “Pop up” Enrollment Centers
▪ Libraries, community sites with heavy traffic
▪ Staff with rotating schedule of brokers and navigators
▪ “All Hands on Deck” Enrollment day throughout the state
▪ Mass enrollment event, heavily marketed
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Enrollment Activities
▪ “Pop up” Enrollment Centers
▪ Libraries, community sites with heavy traffic
▪ Staff with rotating schedule of brokers and navigators
▪ “All Hands on Deck” Enrollment day throughout the state
▪ Mass enrollment event, heavily marketed
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Key Challenges
▪ Training
▪ System Performance
▪ Renewals
▪ Call Center
▪ Partnering
▪ Cross-agency communication-coordination
▪ Issue resolution process (Zen Desk)
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Other Updates
▪ Health Care Authority (HCA) - Mary Wood
▪ Real People Real Stories – Bethany Frey, HBE
▪ Comments, Questions
▪ Public Input
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