OPEN ENROLLMENT: WHAT S HAPPENING AND WHAT S TO COME 15
ENROLLMENT UPDATE Cvered Califrnia and Medi-Cal Open Enrllment Data 2014 Enrllment and Applicatins First 19 Days (Nv. 15-Dec. 3, 2014) 2013 Enrllment and Applicatins First Mnth (Oct. 1-31, 2013) Plan Selectins 48,952 (91,693 as f 12/11/14) 30,830 Cvered Califrnia Eligibility Determinatins (withut plan selectins) Medi-Cal Applicatins (apprximately three-quarters f thse wh applied since Nv. 15 have been enrlled) 81,287 74,494 160,557 Ttal 290,796 177,331 16
PROMOTING IN-PERSON ENROLLMENT 17
SAMPLE LATINO TARGETED ACTIVITIES Visin y Cmprmis hlding enrllment events at the Pacima Library thrugh December. Superir Grcery Stres hsting enrllment events: Nrth Hllywd, Lancaster and Palmdale. Mexican Cnsulate partnerships (CCASBC will hld an educatin presentatins; spnsring majr health run and enrllment event in LA 12/6) Bakersfield farmwrkers that remained past the pen seasn were eligible fr cverage. Jaguar Farms prvided utreach and educatin t ver 600 farmwrkers. The Ls Angeles Unified Schl District is hlding enrllment events at their elementary and middle schls thrughut the mnth f December. Grwing number f strefrnts anchred in Latin cmmunities: Family Tax Services has tw strefrnt sites in Lancaster; Institute fr Healthcare Advancement with lcatins in Fullertn Cllege, Garden Grve, Irvine, La Habra, Lake Frest, Santa Ana, and Stantn; AltaMed at multiple lcatins; SAY San Dieg at the Missin Valley Mall San Ysidr Health Center with kisk in the Chula Vista Mall 18
SAMPLE ASIAN-PACIFIC ISLANDER TARGETED ACTIVITIES Asian American Advancing Justice Ls Angeles is prviding enrllment n Mndays at the Chinatwn Branch f the LA Public Library and Wednesdays at the Arcadia Public Library. Herald Christian Health Center target the Chinese ppulatin, specifically the Mandarin and Cantnese speaking, via three strefrnt lcatins: San Gabriel pen Mnday Saturday; Rwland Heights pen Mnday Friday; and San Dieg pen Tuesday and Thursday 9:30 a.m. 12:30 p.m. nly. Krean Cmmunity Center f the East Bay will be available t prvide enrllment assistance Mnday Friday at the Cmmunity Health fr Asian Americans Offices in Richmnd and Antich. Institute fr Healthcare Advancement: La Habra lcatin targets the Krean LEP ppulatin; and their Fullertn Cllege and Garden Grve lcatins target Vietnamese LEP ppulatins; pen Mnday Friday, with weekend hurs starting in 2015. 19
SAMPLE AFRICAN-AMERICAN TARGETED ACTIVITIES Increasing strefrnts anchred African American Cmmunities: Crenshaw Health Partners at Crenshaw Mall that will be pen 7 days a week. Kelly Rlfe Financial Services at Suth Bay Pavillin in Ls Angeles that will be pen 7 days a week. Hayward Prmise and Hayward Unified are ding enrllment utreach bth in-persn assistance and lcal events. A January Cvered Califrnia enrllment at the Hayward Unified Schl District HUB is scheduled. Partnerships with African-American churches in Ls Angeles and Inland Empire t prmte enrllment. The African American Churches ding utreach and presence during their church events including health ministry, cmmunity fairs and events, pulpit annuncements. In December, enrllment pprtunities will be available at many churches. 20
SAMPLE MILLENIAL TARGETED ACTIVITIES University f Suthern Califrnia and SEIU UHW will hld enrllment events at cmmunity clleges and trade schls. Prmted President Obama s appearance n the Clbert Reprt thrugh scial channels and earned media. Institute fr Healthcare Advancement: Fullertn Cllege and Garden Grve Bys and Girls Club lcatins target the Yung Adult ppulatin; pen Mnday Friday, with weekend hurs beginning in 2015. 21
COVERED CALIFORNIA PLANNED COMMUNICATIONS TIMELINE (all dates subject t revisin) Date Fcus December 10 Media Telecnference: Release New Enrllment (Nv. 30 t Dec. 3) January 6, 2015 Press Cnference: Penalties, Taxes and 1095s (Pending IRS Crdinatin) January 8, 2015 Media Telecnference: New Enrllment Data Released (Nv. 15 t apprx. Jan. 6) January 13, 2015 January 15, 2015 January 20, 2015 February 9, 2015 February 13, 2015 Press Cnference: Health Preventin and Wellness Bard Meeting: New Enrllment Data Released by Demgraphic Grup Press Cnference: Details abut Califrnia s 1095-A s fr Cvered Califrnia enrllees Press Cnference: New Enrllment data and kickff Open Enrllment cuntdwn Press Event/Cnference: Clse f Open Enrllment 22
EARLY OPEN ENROLLMENT: SERVICE ISSUES AND IMPROVEMENTS 23
IMPROVING CUSTOMER SERVICE Bringing n-line additinal service center staff reaching targeted level f 1,700 staff as f 12/8/14. Added 75 Chat staff n Nv 14 handling nline inquiries fr cnsumers enrlling via the web applicatin lw wait times. Additinal ~500 resurces fcused n prcessing paper applicatins and verificatins have resulted in Cvered Califrnia speeding up prcessing. Additinal training fr ~500 temprary resurces in anticipatin f additinal 1095 vlumes beginning in January 2015. 24
IMPROVING CUSTOMER SERVICE September Octber Nvember 1-15 Nvember 15 - Dec 7 Dec 8 - Dec 14 Calls Offered 238,789 259,472 150,062 286,679 112,038 Calls Handled 98,668 177,888 87,008 152,483 75,496 Abandnment Rate 58% 31% 41% 46% 32% Average Speed t Answer 43:25 10:23 18:46 22:55 18:12 In anticipatin f the December 15 th deadline, staffing was increased t ensure the Service Centers were able t handle the anticipated cnsumer vlumes We cntinue t imprve n custmer service even with increases in vlume, with additinal temprary resurces, supplementing the State Service Centers 25
KEY INITIATIVES TO IMPROVE ENROLLMENT AND RENEWAL EXPERIENCE The IT ( CalHEERS ) team cntinues t supprt bth Cvered Califrnia and DHCS Open Enrllment and Renewals thrugh a series f design imprvements addressing critical cnsumer issues Key updates implemented in the last mnth include: Reducing duplicative ntices t cnsumers relating t QHP enrllments Updates t IVR systems t assist cnsumers with btaining Medi-Cal supprt and infrmatin n ntices via self-service Addressing errrs encuntered by small number f cnsumers when attempting t renew QHP cverage Enhancing Reprt-A-Change and Terminatin functins fr s changes culd be made nt just by Cvered Califrnia staff but by Agents, Certified Cunselrs and Cunty Eligibility Wrkers t better enable cnsumer supprt. Implemented additinal sweeps t pick up newly eligible cnsumers int renewal prcess (cnsumers wh recently enrlled thrugh Special Enrllment) 26
MAJOR COVEREDCA.COM AND NOTICE ISSUES IN PROCESS Cnsumer APTC Ntices (1095A) Implemented 1095A mnthly prcessing fr CMS and IRS Precursr t annual reprting t CMS, IRS, and cnsumers in January The IT (CalHEERS) team is cntinuing effrts t implement cmpnents f the lng-term slutin t imprving ntices thrughut the Open Enrllment perid, including: Reduce duplicate NOD01 Ntices (Cmpleted) Implement Static Changes t NOD01 Template Language (Design Cmpleted, Wrking n Implementatin Plan) Reduce duplicate NOD02 Ntices (Design Cntinuing, Implementatin Date TBD) Implement Dynamic Changes t NOD01 (Design Cmpleted, Implementatin Date TBD but likely pst Open Enrllment) 27
2015 ENROLLMENT SURVEY: IMPROVING HOW WE LEARN ABOUT AND FROM OUR CONSUMERS Expanding survey t learn mre abut ur cnsumers Tpics will include: Prir insurance cverage Access t care ver the past 6 mnths Cnsumer jurney which service channels did the cnsumer use? Plan selectin criterin Lnger survey means lwer respnse rate, but richer analysis Will link frm applicatin after plan selectin in CalHEERS Optinal email versin fr cnsumers wh d nt cmplete upn enrllment (e.g. cnsumers wh are passively renewing and t thse wh enrlled r renewed in gap perid f n survey frm 11/15/14 t est. 12/17/14) Fr full survey Click Here 28