Outreach Technical
Advisory Committee
OCTOBER 14, 2015
1
Agenda
Introductions
HBE Update
 Communications-Outreach Department staffing update
 Open Enrollment prep
 Renewals
Navigator Program
Rate Study – 2016 Marketplace
2
Outreach TAC Members
Chewon (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!
3
CommunicationsCommunications-Outreach
Department
Outreach Department
Navigator Program
Training and
Certification
Consumer
Education/Access
Compliance and
Reporting
Communications
Manager new!
Consumer Engagement
Media/PR/
Outreach
Collateral &
Carrier Engagement
Broker Team new!
Broker Support
Broker Field Reps
Website Management
4
Open Enrollment 3 Outreach
Renewal 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)
5
November 1 Launch
6
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
7
Renewals
Starting November 1, QHP enrollees can start to renew coverage for 2016
Most customers are eligible for auto-renew
Auto-Renewal for QHP enrollees
HBE will run updated eligibility batches starting mid-October
Consumers 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
8
Navigator Program
Plan Year 2016
2016 Plan Year Kick-Off
10
New Navigator Network strategies for 2016
QHP and WAH enrollment targets
o Small local businesses, downtown associations
o Outreach to renewal population
o Broker partnerships (Events, storefront, referrals)
o Lead generation using Healthplanfinder data
o Two new Lead Org partners are CHCs (Sea Mar and Tri-Cities)
o WAH partnerships are well established and productive
o DSHS facilitating enrollment for new public assistance applicants
Hard-to-reach populations
o Targeted outreach based on OFM/ACS estimates of uninsured
o Expanded use of foreign language communication vehicles
Periodic communication with QHP enrollees
November 2015
October 2015
“It’s not scary”
Enroll/Renew
May-June 2016
Use your benefits
Preventive Services
Change Reporting
Changing
Marketplace –
Shop
Customer
Assistance
December 2015
Enroll by 23rd to
avoid a gap in
coverage
January 2016
February-April
2016
Tax Time: 1095A/B
Last Chance –
Open Enrollment
ending
12
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
2016 QHP Rate Analysis
MARKETPL ACE UPDATE
20
Purpose of Rate Analysis
1. Understand what’s available to consumers in the 2016 QHP
marketplace
New carriers offering plans
Continuing plans have premium changes
Discontinued plans or coverage area changes
2. Understand rate change impacts
Premiums
Tax credits
 Impact for consumers who auto-renew
 New lower cost options available
21
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…
22
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
23
Average rate increases before subsidy
 4.5% for Bronze
 3% for Silver
 9.7% for Gold
24
Range of rate changes by plan
-23% to +34%
25
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.
Tax credits are calculated based on the
second lowest silver plan per rating area
26
SLS decrease significant impacts
33% of enrollees reside in King County where SLS
decreasing by 10%.
Largest decrease in SLS (and tax credits) is -16% which
occurs in:
Jefferson
Lewis
Lincoln
Tax credits are calculated based on the
second lowest silver plan per rating area
Spokane
Stevens
27
Simple Scenario
Plan Premium
without
Tax Credit
Change
Tax
Credit
Change
$145
Consumer
$
% Change
premium Change
in
consumer
premium
2015
$250
$105
2016 Autorenew
$255
+$5
$125
-$20
$130
+$25
24%
2016 switch
$245
-$5
$125
-$20
$120
+$15
14%
28
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
29
Core Outcomes
31
Goal 1
Actions/priorities related to Outreach TAC:
 Improve/increase engagement of all stakeholders
 Increased interaction between Board and TAC
members
 Improve consumer experience
32
Goal 2 – Increase the number insured
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
33
Goal 3 – Consumer Choice
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
34
Goal 4 – Consumer Choice
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
35
Outreach TAC meetings
Next meeting – December 9 – 1:30 p.m. – 3 p.m.
36