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
Health Literacy Update
Preliminary Findings - Wakely
Enrollment Center Pilot
Questions & Public Comment
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Washington Health Benefit Exchange
Health Benefit Exchange Update
August 8, 2014
Kelly Boston
HBE Updates – System Activities
▪ Enrollment/payment transactions with Carriers still a challenge
▪ Focused work under way with Deloitte and Carriers
▪ Highest priority – impact to consumers, Carriers, Producers, consumer support,
providers
▪ Board requesting Resolution by August 29
▪ System corrections and upgrades
▪ Special Operations teams – 100% of accounts audit/daily data fixes
▪ Prep for Medicaid plan selection
▪ Prep for new open enrollment
▪ New carriers, new plans
▪ Renewals
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HBE Updates – Consumer Support
▪ Support for producers, navigators and consumers
▪ Issues tracking and resolution
▪ Coordination of communication within HBE and among HCA, DSHS
and HBE
▪ Training for Navigators, Producers, Call Center, Client Specialists
▪ Tools and resources
▪ Operator’s Guide
▪ Troubleshooting Guide
▪ Tools/material related to health literacy project
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HBE Updates - Budget
▪ Board meeting – August 14, 2014 (special budget meeting)
▪ Operational budget to HCA in September
▪ Budget presentation on web site
▪ 2015/2016 Baseline - IPA Funding - $1.2 million
▪ 2015/2016 Baseline - Advertising and Marketing - $1 million
▪ No cost extension
▪ Additional Level 1 grant request
▪ Call Center
▪ Navigator
▪ Cost allocation discussions
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HBE Updates – Plan Certification
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Updates - Consumer Survey
▪ Collect input on service improvements
▪ Correspondence
▪ Healthplanfinder – ease of use, plan selection
▪ Consumer assistance – reasons, experience
▪ Telephone Survey
▪ 40 questions – 15 minutes
▪ English and Spanish
▪ QHP, WAH, Individual, mixed, SHOP, enrolled, eligible but not enrolled
▪ Characteristics – insurance status, access to care, need for care
▪ Conduct survey in August and receive results in September
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Washington Health Benefit Exchange
Health Literacy Project Update
Pam Cowley, Outreach Manager
Health Literacy Vision
All Washington residents know how and where to access health insurance.
All Washington residents understand their health insurance options, their
rights, their cost, their responsibilities and their coverage. All Washington
residents know the value of health insurance in staying healthy across the
lifespan.
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PHASES OF WORK
Needs
Assessment
Design and
Development
Review and
Acceptance
Incorporate tools
into pertinent
areas of work
Survey of Navigator, Outreach and Health
Equity Technical Advisory; focus groups with
consumers and community partners. Finalize
decisions on strategies.
Creative development, exploration of
nontraditional tools and stakeholder
recommendations.
TACs and key stakeholders offered review.
Translation process begins.
Finalize tools and production. Storefront the
materials in the website, print shop and
outreach toolkits.
Timeline will be based on contract services agreements.
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Assessment Roll Up
Foundations for Healthy Generations (formerly CHEF)
has interviewed:
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Lead Organizations
Technical Advisories members
Partners and Brokers
In-Person Assisters
Hospital Staff
Community Leadership
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Assessment Roll Up
Multi-Cultural Focus Groups:
• Seattle
• Tacoma
• Benton-Franklin
• Walla Walla
• Spokane
Internal interviews of customer-facing staff:
• Client Specialists
• Agent Broker Support
• Appeals
• Others
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Assessment Roll Up
Sharing Best Practices Lead Organization Meeting:
• What worked
• What was challenging
• What can be duplicated
• What was learned
• What we need to consider for 2014-15
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Coming Soon!
• Glossary of Terms (8 Languages)
• Social Media most confusing insurance terms
• Regional promotions
• ABC’s of Insurance Guide
• Getting Health Insurance While Becoming a Citizen
• Tribal Handbook
• Infographics and video
• Video Contest Partnership with Colleges
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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 – Network Structure
▪ Revisit composition and scope of statewide Navigator network
▪ Assumes funding reductions
▪ Separate enrollment targets for QHPs
▪ 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
▪ Navigator-Agent/Broker guidelines and promotion of partnerships
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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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SHOP Team - Enrollment Center Project
▪ Several states had successful results with this model (CT, RI, CO)
▪ Operational during open enrollment (all or a portion)
▪ Low cost to HBE/sponsoring site
▪ Target QHPs
▪ Encourages Broker engagement
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Enrollment Center Concept
HBE will accept proposals that include:
▪ Proposed site in a central, high traffic, easily accessible community location
▪ Enrollment site open regularly scheduled hours (extended hours) for walk-ins
or appointments
▪ Selected Broker/Agency will manage the site, arrange/coordinate staffing
▪ Broker will enlist one or more IPA organization as a partner
▪ QHP and Medicaid enrollments
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HBE Support
▪ HBE will provide advertising, marketing, print material and other
support as needed
▪ Pilot sites in two locations to be determined based on proposals
▪ Open process for submitting proposals
▪ Proceeding quickly to be ready for open enrollment
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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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Upcoming meetings
Policy Committee
August 11
1 p.m. – 3 p.m.
Audit and Compliance Comm.
August 13
1 p.m. – 3 p.m.
Exchange Board
August 14
1 p.m. – 4 p.m.
SHOP TAC
August 14
1 p.m. – 2 p.m.
Operations Committee
August 20
1 p.m. – 3 p.m.
Health Equity TAC
August 26
1 p.m. – 2:30 p.m.
Exchange Board
August 28
9 a.m. – 3 p.m.
Navigator TAC
August 28
10 a.m. – 11:30 a.m.
Dental Plan TAC
September 2
1:30 p.m. – 3 p.m.
Agents-Brokers TAC
September 12
1 p.m. – 2:30 p.m.
Outreach TAC
September 12
1 p.m. – 2:30 p.m.
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