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Outreach Technical Advisory Committee

OCTOBER 14, 2015

AgendaIntroductions

HBE Update Communications-Outreach Department staffing update Open Enrollment prep Renewals

Navigator Program

Rate Study – 2016 Marketplace

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Outreach TAC MembersChewon (Che) Lee, CGI Pacific Northwest new!

Courtney Normand, Planned Parent Votes Northwest

Dr. James Polo, Mary Bridge Children’s Healthcare

Eric Earling, Premera

Jaelen Pace, Volunteers of America

Mary Wood, Health Care Authority

Michael McKee, International Community Health Services

Patricia Gepert, Washington Association of Community and Migrant Health Centers

Sally Mildren, Coordinated Care

Sylvia Villalovos-Aguilar, United Health Care new!

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Communications-Outreach DepartmentCommunications-Outreach

Department

Navigator Program

Training and Certification

Consumer Education/Access

Compliance and Reporting

Communications Manager new!

Consumer Engagement

Media/PR/Outreach

Website Management

Collateral & Carrier Engagement Broker Team new!

Broker Support

Broker Field Reps

Open Enrollment 3 OutreachRenewal Population

Autorenew

Navigators and Brokers Navigator RFP Targeted QHP focus during open enrollment based on zip code data Health literacy/consumer education Rate study

Previous QHP shoppers who did not enroll (affordability, system issues) What is the messaging?

Earned media (press releases, stories)

Corporate website redesign

Social media

Limited paid media (tbd)

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November 1 Launch

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Call Center Operations Monday through Friday - 7:30 a.m. to 8 p.m. beginning October 19

Weekend coverage may be scheduled to meet peak demand

Fluctuate between 275-325 based on volume

CSRs evaluating enhanced capabilities – primarily related to SEP

Evaluating Navigator appointments, designated “Navigator” support team

Payment/billing issues go to Carrier

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RenewalsStarting November 1, QHP enrollees can start to renew coverage for 2016

Most customers are eligible for auto-renew

Auto-Renewal for QHP enrolleesHBE will run updated eligibility batches starting mid-OctoberConsumers will receive notification (both HBE and their Carrier)If eligible and no changes to report, no action is needed to stay in the same plan

(keep making payment to Carrier)Premium rates and tax credits will change

Renewal (and new application) deadline for January 1 coverage is December 23

Renewal Webinar, Monday, October 26

FAQ, corporate web site page

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Innovation AreasNavigator Program

Plan Year 2016

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2016 Plan Year Kick-Off

New Navigator Network strategies for 2016

QHP and WAH enrollment targetso Small local businesses, downtown associations

oOutreach to renewal population

oBroker partnerships (Events, storefront, referrals)

o Lead generation using Healthplanfinder data

o Two new Lead Org partners are CHCs (Sea Mar and Tri-Cities)

oWAH partnerships are well established and productive

oDSHS facilitating enrollment for new public assistance applicants

Hard-to-reach populationso Targeted outreach based on OFM/ACS estimates of uninsured

o Expanded use of foreign language communication vehicles

Periodic communication with QHP enrollees

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October 2015“It’s not scary” Enroll/Renew

November 2015

Changing Marketplace –

ShopCustomer Assistance

December 2015

Enroll by 23rd to avoid a gap

in coverage

January 2016 Last Chance –

Open Enrollment

ending

February-April 2016

Tax Time: 1095A/B

May-June 2016Use your benefits

Preventive Services Change

Reporting

Uninsured Summary

Uninsured and WAH Eligible 132,000 39% Uninsured and QHP/Tax Credit Eligible 204,000 61% Total Uninsured 336,000 100%*Does not account for estimated 10% of population who are ineligible for coverage

Focus of 2015-2016 Materials Evergreen

◦ No open enrollment dates or FPL charts to eliminate shelf life

Reduce use of images; move towards graphics◦ Eliminate need to target multiple populations through multiple versions

Focus on what people really want

Reduce amount of printed materials on shelf at KP; have print-ready PDFs electronically

Create content in areas where demand is

Draft Material: Avoid the Fine

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2016 QHP Rate AnalysisMARKETPLACE UPDATE

Purpose of Rate Analysis1. Understand what’s available to consumers in the

2016 QHP marketplace New carriers offering plansContinuing plans have premium changesDiscontinued plans or coverage area changes

2. Understand rate change impactsPremiums Tax credits Impact for consumers who auto-renew New lower cost options available

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Similar to 2015 Market Change More carriers, more plans, more competition

On average, premium increases before tax credits are moderate

Most counties (and most consumers) will see a change in lowest and second lowest cost plans

Tax credits will decrease due to lower Second Lowest Silver rates

Many enrollees will see a large rate increase if they auto-renew

There are significant opportunities to save for those who want to consider switching plans

For new QHP customers – more affordable options than ever

*Health care reform is working…

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Increases in Plan Choice United Healthcare – Statewide

Health Alliance – 4 counties

Regence – 3 counties

Molina – expanding to 2 more counties

Community Health Plan of Washington withdrawing from 26 counties (1,200 enrollees impacted)

Net increase in plans per county ranges from 17 to 47

Total plans per county in 2016 range from 53 to 116

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Average rate increases before subsidy

4.5% for Bronze 3% for Silver 9.7% for Gold

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Range of rate changes by plan

-23% to +34%

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Silver plan changes

The second lowest silver plan is changing in 36 of the 39 counties accounting for 93% of total enrollment. The lowest cost silver plan is changing in all counties. The lowest cost bronze carrier is changing in 28 of 39 counties accounting for 78% of total enrollment.

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Tax credits are calculated based on the second lowest silver plan per rating area

SLS decrease significant impacts

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33% of enrollees reside in King County where SLS decreasing by 10%.Largest decrease in SLS (and tax credits) is -16% which occurs in:JeffersonLewisLincolnSpokaneStevens

Tax credits are calculated based on the second lowest silver plan per rating area

Simple Scenario

Plan Premium

without Tax Credit

Change

Tax Credit

Change

Consumer

premium

$ Chang

e

% Change

in consum

er premiu

m

2015 $250 $145 $105

2016 Auto-renew

$255 +$5 $125 -$20 $130 +$25 24%

2016 switch $245 -$5 $125 -$20 $120 +$15 14%

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Take Aways

Carrier increases are mostly modest

New and lower cost plans entering the market

Tax credits will decrease/consumer portion will increase in most areas

Enrollees who choose based on cost will need to switch to remain in the lowest cost plan in 2016

Enrollees who auto-renew could see a sizeable increase

For new enrollees – prices are lower than they have been

If shopping, check plan benefits carefully! Some Carriers keep plan costs low by narrowing benefits beyond EHB, or by offering narrow provider networks

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Core Outcomes

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Goal 1

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Actions/priorities related to Outreach TAC:

Improve/increase engagement of all stakeholders

Increased interaction between Board and TAC members

Improve consumer experience

Goal 2 – Increase the number insured

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Actions/priorities related to Outreach TAC:

Identifying target populations Effectively reaching our target

population Enrollment resources are geared to

achieve both QHP and WAH Outreach to those transitioning out of

WAH Retention of QHP enrollees

Goal 3 – Consumer Choice

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Actions/priorities for Outreach TAC:

Decision support tools Health literacy/consumer education

efforts Improve use of system data to

identify potential enrollment target groups

Expand data and results that are published

Promote Navigator-Broker partnerships

Identify affordability issues and seek solutions

Goal 4 – Consumer Choice

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Actions/priorities for Outreach TAC: Identify targets based on geographic

needs and vulnerable populations with input from stakeholders

Study churn to understand patterns/reasons for changing eligibility

Audience-specific messaging Provide Assisters/Brokers with useful

tools and resources Identify policies that may be barriers

to enrollment

Outreach TAC meetings

Next meeting – December 9 – 1:30 p.m. – 3 p.m.36