OPEN ENROLLMENT UPDATE 2016 VOLUNTEER WEBINAR Judy Keseman, Outreach & Call Center Manager September 22, 2016 XX-XX-CL This material has been created or produced by CLAIM with financial assistance, in whole or part, through a grant from the Administration for Community Living. Funding is administered through the Missouri Department of Insurance Financial Institutions and Professional Registration and service is provided by KMA also known as Primaris Foundation.
Annual Open Enrollment Largest Outreach Event of the Year!! Preparing for 2016 starts with 2015 post review Areas of Continuous Improvement--2016 Significant Tasks for 2016 Flier Status of Regional Scheduled Events Press Release & Publicity Plans--2016 New Tools for 2016 Tips & Expectations First time for AEP?
Preparation History Began December 2015 with Post Review What went well What didn t go so well Suggestions for 2016 Participants: CLAIM Staff Result: 2016 Improvement Goals
Continuous Improvement Expand Part D Worksheet what to bring to the event where to order Medicare Card Expand Publicity Implement Exit Survey Implement Great Stories (success stories) Call Center Focus complete documentation referrals for counseling not appointments consistent process for scheduling event appointments Additional Volunteer Training tip sheet for use of Medicare.gov & Plan Finder Special Needs Plans beneficiaries loosing Extra Help volunteers new to AEP what to expect
Preparation Tasks Theme & Flier Design Regional Liaison scheduling of EE and EC Press Release Publicity Identified Facebook Campaign Revised Part D Worksheet Revised Short Contact Form Newly developed Exit Survey Newly developed Great Stories (success stories) Material, supplies and equipment prepared Website event calendar AEP staff identified and in place October 1 Call Centers begins taking appointments October 15 -- we begin!
FLIER Customized to each EE or EC site Sent out 7-8 weeks in advance of EE or EC
Scheduled Events Update *entry not complete Region Enrollment Events Enrollment Centers Total 1 29 9 38 2 11 4 15 3 0 0 0 4 17 0 17 5 23 5 28 6 25 7 32 7 12 4 16 *2016 Total 117 29 146 2015 Total 140 26 166 2014 Total 136 22 158 2013 Total 103 14 117
Press Release Schedule Date Monday, September 19, 2016 Monday, September 26, 2016 Monday, October 3, 2016 Monday, October 10, 2016 Monday, October 17, 2016 Monday, October 24, 2016 Monday, October 31, 2016 Monday, November 7, 2016 Events to Distribute Press Releases For October 15 th October 18 th October 19 th October 25 th October 26 th November 1 st November 2 nd November 8 th November 9 th November 15 th November 16 th November 22 nd November 23 rd November 29 th November 30 th December 7 th
Publicity Customized community fliers for the all enrollment events Press releases are distributed to each newspaper in the enrollment location and surrounding zip codes 700 rural newspapers will receive a press release for publication AEP notice will appear in Missouri Retired Teacher Association Newsletter Statewide pharmacist listserv will carry AEP informational notice Enrollment Event calendar will be available to the public at the missouriclaim.org website AEP postcards sent to the October 1 December 31, 2015 callers to the Call Center. CLAIM Facebook will include AEP reminders throughout the season. CLAIM Facebook will include 10 Did you Know posts (based on FAQ s) Facebook/Website will feature AEP related Medicare Minute topics CLAIM Counselor interview videos
Tips EE & EC Volunteer to help on an EE or EC by contacting your Regional Liaison ALWAYS wear your CLAIM name tag when helping at EE or EC Bring your helps to the EE or EC training material, money tip sheet, MIPPA Coding Summary Chart, etc. Communicate with your Regional Liaison if you are going to be late for the EE or EC Lunch breaks have been scheduled on the EE Appointment Sheets. Please take a break and rest your brain! ALWAYS screen EVERYONE for LIS & MSP! COMPLETE your SHIPtalk entries as you go! REMEMBER to give yourself credit for screening and explanation of benefits in SHIPtalk! Notify your Regional Liaison if you experience Plan Finder issues!
TIPS Referral Counseling Thank you in advance for helping with the SOS emails from the Call Center Please promptly return referrals to the Call Center if you have made 3 unsuccessful attempts to reach the beneficiary ALWAYS screen EVERYONE for LIS & MSP COMPLETE your SHIPtalk entries as you go! REMEMBER to give yourself credit for screening & explanation of benefits in SHIPtalk Please notify your Regional Liaison with plan finder issues
First time to AEP Event? Directional Signs Sign in Table with Sign in Sheet May have a material table set up (outreach booth) Greet and Refer to Counselors Counseling area check with Regional Liaison on the process for the day Computers/Printers check with Regional Liaison on how to print, to which printer, what to send with beneficiary Once counseling concluded, thank beneficiary for attending Provide Exit Survey and drop off envelope Talk with Regional Liaison about how her strategy for the Success Stories
General Information Call Center will begin taking appointments October 1 Open Enrollment lasts 36 business days Enrollment Events and Centers continue to be scheduled by Regional Liaisons Remember: beneficiaries need your knowledge, compassions & assistance!
Thank You!