MNsure s New Tools for Open Enrollment 2018

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1 MNsure s New Tools for Open Enrollment 2018

2 Courtesy call back option for the MNsure Contact Center

3 Courtesy call back Available to consumers calling MNsure s Contact Center (went live in October 2017) Allows consumers waiting for a MNsure agent the option to receive a call back to the number of their choice at approximately the estimated wait time When their turn in line nears, MNsure will make three attempts to reach the consumer If the consumer answers, they will be connected with the next available agent Courtesy call back will not be available for the ARC or Broker Line this open enrollment 3

4 Updates to plan shopping: Drug formulary tool

5 Drug formulary tool The drug formulary tool (a feature added to MNsure s plan comparison tool) allows the user the ability to compare their medication coverages for each health insurance plan available to them The tool also allows consumers to seek more detailed information, including whether: A separate drug deductible applies The plan requires the consumer to cover a flat copayment or a percentage co-insurance Step therapy (trying lower-priced medications before trying higher-priced medications) is required A consumer needs prior authorization from their insurance company to obtain the particular medication The feature will be live in MNsure s online plan comparison tool by November 1 5

6 Drug preferences page When consumers reach this the Drug Preferences page they will be provided the option to search for drug(s) that correspond with their health insurance plans Consumers can enter up to ten (10) prescriptions when using the drug formulary look-up tool and they will be able instantly to see a list of health insurance plans available to them and how those medications are covered in each 6

7 Drug preferences page As the consumer starts to type in the name of the drug, even before they have completely provided the full spelling, a drop down of options will appear that include name of the medication, dosage form and strength 7

8 8 Plan results page

9 9 Plan results page

10 QHP enrollment confirmation look-up

11 QHP enrollment confirmation This online tool allows consumers to check their enrollment 2018 qualified health plan, through MNsure The tool is for 2018 QHP enrollment only. It will not show enrollment in Medical Assistance or MinnesotaCare The tool is mobile-friendly avoids the need to log into their MNsure account The tool also allows for consumers to print the information The data from the tool comes from the MNsure enrollment files that are sent to the insurance company. It may take up to 2 business days for the enrollment to appear on the confirmation. Tool will go live after November 1 11

12 Finding the tool on MNsure.org To check enrollment status the consumer will click on Manage Your Account on the MNsure.org homepage to find the Qualified Health Plan Enrollment Confirmation Lookup tool 12

13 Authentication page When the consumer selects Confirm Enrollment they will be taken to the authentication page. The consumer will enter their SSN, DOB and Last Name to verify their identity. All fields are required. It is important the consumer fills out the SSN and DOB fields exactly as the instructions specify. After filling out the data, the consumer clicks the Login button. 13

14 Data page If the correct information was entered, and the enrollment has been processed, they will see a confirmation screen 14

15 15 Print out

16 Error Page If the information cannot be authenticated, or was entered incorrectly, the consumer will get a message, telling them an enrollment was not found matching that data: The consumer can try reentering their information If it has been less than 48 hours, or they completed their enrollment by phone, they may need to try again later If they believe the enrollment information is missing or if they have other questions, they are instructed to call MNsure 16

17 17 Log out

18 Tips and information To ensure their security a consumer should always clear their browser history when leaving the site The tool is for 2018 QHP enrollments only. It will not show enrollment in Medical Assistance or MinnesotaCare. The tool will only look up one individual at a time. If there are multiple people in the household, they need to be looked up separately. The information that is on this tool comes from MNsure s enrollment system of record. There may be times the plan names, or insurance company names, do not match exactly what was on the online plan shopping tool. Consumers should call the Contact Center with questions Assister should not be entering consumers information into the tool. Assisters with questions about an enrollment status should submit a case status request form to the ARC or Broker Line. 18

19 Web contact form for consumers

20 Web contact form for consumers This online tool directs consumers to resources on the MNsure website and also allows consumers to ask and get information directly from MNsure The tool went live on October 16 The topics that the form addresses were based on the most commonly asked questions consumers have when calling the contact center 20

21 Web contact form for consumers Helps consumers find resources already available on MNsure.org: Password resets Find an assister Technical issues/error messages Submit an appeal Allows consumers to request information from MNsure: The status of an enrollment The status of a reported change The status of an appeal Request a duplicate 1095-A 21

22 22 Main page Contact Us

23 23 Landing page

24 24 Public program enrollees redirect

25 25 Menu for QHP enrollees and uninsured consumers

26 26 Reset my password redirect

27 27 Find an Assister redirect

28 28 Technical issues/error messages redirect

29 29 Status of my enrollment request

30 30 Status of a change form

31 31 Status of my appeal form

32 32 Submit an appeal redirect

33 33 Duplicate 1095-A form

34 Thank you page Confirmation page includes a link to a PDF guide explaining how to open a secure 34

35 35 Response s

36 Tips and information To ensure their security a consumer should always clear their browser history when leaving the site All responses are sent to consumers via secure . The tool has a link to a guide to opening a secure on its thank you page. Assister should not be entering consumers information into the tool. Also, because the tool uses the consumer s address to validate the data, if you enter an assister with consumer data, MNsure will not be able to verify the data. Assisters with questions about a consumer s account should submit a case status request (CSR) form to the ARC or Broker Line. In many cases, the ARC/Broker Line will give you more information than a consumer would get from the form. 36

37 Updated case status request (CSR) process for assisters

38 Case status requests (CSR) Assisters can call to check on the status of a consumer s case. However, requests are limited to up to three cases per phone call and no more than two calls per day (no limit if the consumer is present) The case status request (CSR) form allows brokers, navigators and CACs to check on the status of up to 20 cases per form, no limit on the number of forms that can be submitted in a day The CSR form can be used to check the status of the following: Applications (submitted online, or using the paper DHS-6696 or DHS-3876) Renewals Qualified health plan (QHP) enrollments Life event changes Verifications AORs (brokers) 38

39 CSR forms Navigator One Stop Essential Tools Broker One Stop Forms and Guides 39

40 New CSR features/updates Added drop-down menus to the form Released a new policy and procedure for brokers and navigators/cacs to clarify how to use the form and set expectations for what information will be shared Navigator/CAC Case Status Request Policy Broker Case Status Request Policy Updated internal procedures and retrained ARC and Broker Line staff to ensure CSR requests are handled consistently 40

41 Key points Case status requests may ONLY be made in two ways: By phone (limited) By submitting the CSR form by secure The best method to check the status of a case is via secure using the Case Status Request (CSR) form found on MNsure Assister Central. Requests that are not sent securely, will not be processed. The will be responded to asking that the information to be sent securely. Only 20 individuals per form are allowed. Please submit one form per secure . But the same secure can be used again to send additional CSR forms. 41

42 Key points Requested information can only be shared with a certified assister with an active status. Paper applications can only be found once they are entered into one of the eligibility systems. ARC/Broker Team cannot confirm if a paper application was received if it has not been entered into the system. User names requests and password resets cannot be handled via the CSR. Changes to enrollments and LEC s cannot be reported via the CSR. 42

43 Verification uploads (coming soon)

44 Overview MNsure is piloting a process that allows consumers to submit verifications for QHP consumers by uploading them via an online, mobile-friendly tool Initially limited to consumers submitting a new application who are eligible for a QHP, but verifications are required. The tool cannot be used for: Consumers eligible/enrolled in a public program Renewing QHP consumers Consumer confirming a special enrollment period Tool is still in the testing stage and will hopefully be available in November 44

45 Preview: Uploading verifications Note: This screen shot is from the testing stage and final tool may be different. 45

46 Preview: Uploading verifications Note: This screen shot is from the testing stage and final tool may be different. 46

47 Preview: Uploading verifications Note: This screen shot is from the testing stage and final tool may be different. 47

48 Update to assister portal multi-factor authentication (coming soon)

49 What is multi-factor authentication? Each time you log into your assister portal account, you are be required to go through multi-factor authentication (MFA). Federal law requires MNsure to use MFA whenever federal tax information is being accessed online. This creates a two-step log-in process which requires an assister to validate their identity with a code sent to either their or mobile device. The first time an assister logs in, they are required to complete the MFA registration process. After the initial registration, you have two options for receiving the code: By (default option) By using an application that can be installed on Android and Apple devices 49

50 New mobile MFA functionality The new functionality allows for assisters to log-on to their portal account by having the code automatically pushed from their mobile device This is faster, less cumbersome, and removes the element of human error (mis-reading or mis-typing the code) The new MFA functionality will go live soon MNsure will be sending out detailed instructions on how to download the app and link it to your portal account as soon as the app is available 50

51 These slides will be posted in the Document Library on Assister Central by Friday Questions? Use the chat feature or #6 to unmute your line