Washington Health Benefit Exchange Operational Readiness OE2

Transcription

1 Washington Health Benefit Exchange Operational Readiness OE2 Exchange Special Board Meeting November 6, 2014 Pam MacEwan, Chief of Staff Beth Walter, Director of Operations Jayne Wuerch, CIO Michael Marchand, Director Communications & Marketing Catherine Bailey, Director Healthplanfinder Business

2 Overview of Topics Overview IT System Readiness Auto Enrollment Call Center & Customer Service Outreach and Enrollment Assistance Healthplanfinder Business (SHOP) 2

3 9 Days Until OE2 What s different Resolution of OE1 issues and problems Auto enrollment Letters to consumers Medicaid batch renewals Improved focus on customers Escalation and communication processes 3

4 HPF System Testing in progress IT System Readiness Integration Does the system work with other systems? QA / User Acceptance Testing Does the system work as designed? Code freeze on October 24 th to allow 3 weeks of stabilization prior to OE Regression Does the system work end to end? Performance Testing Validating performance levels of individual transactions Tuning and optimization of code and data based on outcomes Performing Peak load testing simulate the peak load from last OE Make / fail testing increase the number of users until the system begins to fail use results for capacity planning Additional hardware is being deployed for the expected Nov-March peeks. Additional security servers have been deployed and are being configured. Additional disk space has also been deployed. Support (Help Desk) Process Improvements Cross Functional Support Model aligned with Call Center 4

5 Auto-Enrollment Update First pilot of Auto-renewal process on Oct. 17 th Identified issue with federal hub tax credit calculation Proposed solution to CMS CMS deployed solution on Oct. 29 th Second pilot processed on Oct. 29 th Competing demands on system create challenges Projected to complete running auto-renewal letters by go live 5

6 Call Center Readiness 517 CSRs will be on the phones on November 15 th Classroom and On-the-Job training completed Additional training on new functionality in Healthplanfinder began October 15 th and will be completed on November 7 th Developed new and improved Operations Manual Enhanced broker/ipa support will be offered Interagency transfer guidelines with HCA, DSHS and OIC have been updated and accepted by all agencies 6

7 Customer Service Launching Customer Complaint function on website Tracking system established Triage and response plan Escalation path for customer concerns Assistance for Legislators and Legislative staff Customer Service staff and oversight Tracking and hand off to OIC for carrier complaints 7

8 Medicaid renewals Preparing to run 200,000 renewals on November 1 st Batch job will take 10 days Daily meetings with DSHS and HCA to ensure the renewal batch is successful Successful completion is critical to Medicaid renewal and termination process Stepping up communication with HCA/HBE during Open Enrollment 8

9 New Landscape, New Challenges

10 Launching Redesigned Websites 10

11 Strategic Imperatives to Drive 2015 Enrollment Double down on what works Robust advertising campaign In-person outreach: Brokers, IPAs Ongoing earned media Targeted partnerships Social media presence

12 Strategic Imperatives to Drive 2015 Enrollment Innovate to reach those remaining Pop-up enrollment events at malls Health literacy campaign Spanish-language television School Nurse Association of Washington Employment Security Division Washington Healthplanfinder Business

13 Marketing and Outreach Timeline October November December January February University Outreach Renewal Announcement Media Briefing Day (Seattle), Eastern WA Media Tour (Top-Tier outlets) Washington Healthplanfinder Business launch Health Literacy Campaign Launch media partner Pre-Enrollment Data Report Small Business Guide/Toolkit Launches Advertising Campaign Launches (TV, radio, digital) Media Tour/Morning Show Tour Launch Announcement Enrollment Event Tour Small Business Saturday Enrollment Event Tour Enrollment Statistics Enrollment Statistics Real People, Real Stories Enrollment Centers (TBD) Enrollment Centers (TBD- Continued) 1095 Form Outreach Final Enrollment Push

14 Healthplanfinder Business Healthplanfinder Business (SHOP) went live October 17 th for statewide small group enrollment effective January 1, Moda Health Kaiser Permanente NW Results as of 11/4/14: 208 accounts initiated 5 employers have selected a plan Employee enrollment is underway 2014 Enrollment to date (Clark & Cowlitz counties): 11 enrolled groups 40 enrolled participants 14

15 Healthplanfinder Business Broker Quoting Tool ( Anonymous Browsing ) for SHOP Implemented October 16 th Supported by outside vendor Broker-exclusive use Browse plans & rates with employer-specific data Create formal quote/proposal document 71 accounts created; 87 quotes run as of 11/3/14 Operational readiness features Coordination w/ other HBE departments & Deloitte; SWAT Team SHOP-specific metrics Regular reporting to TACs & Board as needed 15

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