ACA Learning Series Massachusetts Health Care Training Forum - PowerPoint PPT Presentation

ACA Learning Series Massachusetts Health Care Training Forum October 2014

Massachusetts ACA Learning Series The purpose of this ACA Learning Series is to educate staff who currently assist Health Connector, MassHealth and Health Safety Net (HSN) members at Massachusetts hospitals, health centers and community-based organizations • Introduce key concepts and create awareness • Deliver important, detailed information that will prepare you for assisting populations you serve • Provide you with specific information and training to help populations obtain coverage 2

Agenda • Open Enrollment Overview • Direct Member Contact and Member Mailings • Update on Outbound Call Campaign • Health Care for All Outreach and Education Campaign • Messaging and Media • Health Connector Products and Plans • Health Connector Payments • What You Need to Know 3

Open Enrollment Overview

Open Enrollment 2014-2015: Overview This year’s Open Enrollment rollment period iod is from November ember 15, 2014 2014 – Fe February ruary 15, 2015 2015 • Individuals enrolled in the following programs WILL need to submit a new application during open enrollment. This includes: ‒ Qualified Health Plans (QHPs) ‒ Commonwealth Care (CommCare) ‒ Medical Security Program (MSP) ‒ Temporary MassHealth Coverage ‒ Temporary MassHealth Limited 5

Open Enrollment 2014-2015: Overview ( cont’d ) • Current MassHealth members who are receiving benefits through the following MassHealth programs DO NOT need to submit a new application during the Open Enrollment period: ‒ MassHealth Standard ‒ CarePlus ‒ Family Assistance ‒ Limited ‒ Health Safety Net ‒ Children’s Medical Security Plan ‒ CommonHealth 6

New hCentive End-to-End Consumer Experience Qualified Health Plan QHP[c] Bill Pay QHP[a] 1. Front Door Shop Portal or Phone Participant chooses plan – non state wrap Participant is (hCentive) invoiced and 3. Verify pays bill Participant chooses (Dell) Eligibility plan – state wrap (hCentive) Participant QHP[d] Enroll Participant enters receives QHP[b] Notification through a single Proof of Front Door for CCA Coverage & MassHealth Participant provides Participant is noticed (hCentive) verification if for QHP (Dell) necessary 2. Apply Eligibility and Application data is MAGI program verified is determined Portal, Medicaid (hCentive) (Federal Hub) Phone or Paper MH [a] Notification MH [b] Enrollment Participant Participant Assessed to be non-MAGI creates completes Participant is noticed Eligibility information (from hCentive to is sent to MMIS for account application (Identity Mgt) (hCentive) MassIT) enrollment Non-MAGI manual processing (Excel file to MA-21) 7 7

Open Enrollment 2014-2015: Transitioning Populations What t we need ed to accom omplish plish duri ring g the e 2015 5 Open Enro rollme ment t period riod: • Outreach over 400,000 residents about open enrollment and applying for ACA-compliant coverage Assist all qualified persons in applying, shopping for and enrolling in a plan to avoid a gap in coverage • If eligibl ible e for Connector or Count End Date of Coverage erage, , Deadlin dline e to If eligibl ible e for Connector or Curren ently ly Enrolled olled Popula lations tions (as of Exist sting ing Apply y and Select t a P Plan Coverage erage, , Paymen ent Due 9/8/2014) Coverage erage* (to avoid d gap in Date covera erage) ge) Qualified Health Plan (QHP) ~33K 12/31/2014 12/23/2014 12/23/2014 Commonwealth Care and ~100K 1/31/2015 1/23/2015* 1/23/2015** Network Health Extend (formerly MSP) MassHealth Temporary Coverage ~100K 1/15/2015 12/23/2014 1/23/2015** – Wave 1 MassHealth Temporary Coverage ~100K 1/31/2015 1/23/2015 1/23/2015** – Wave 2 MassHealth Temporary Coverage ~100K 2/15/2015 2/15/2015 2/23/2015** – Wave 3 Qualified Dental Plan/Small ~9K Varies by Varies by anniversary Varies by anniversary date Group Medical/ Small Group anniversary date date Dental *End dates are tentative and subject to confirmation and approval from CMS (the Centers for Medicare and Medicaid Services) **Members determined eligible for MassHealth and some subsidized QHP coverage will not need to submit payment 8

Multi-Faceted Outreach Campaign This campaign will deliver a clear call-to-action to all populations during Open Enrollment . Centralized member outreach data reporting to track and measure our progress . 9

Enrollment Assisters MassHealth and the Health Connector have started engaging and training the Massachusetts enrollment assister community to prepare them for Open Enrollment. Certified Application Counselors  The Commonwealth has approximately 170 Certified Application Counselor (CACs) organizations spread across nearly all hospitals and Community Health Centers in the Commonwealth. These organizations are responsible for 1,301 trained CACs. With an potential for an additional 494 CACs are being trained for Open Enrollment Navigators  The Commonwealth has selected 15 Navigator organizations that span across Massachusetts. Following completion of the first phase of training and passing the required exam, 85 Navigators have been certified. The Connector will be introducing them to their communities via local media and press events MassHealth and the Health Connector teams are also working to provide weekly updates in the form of consolidated email blasts to the enrollment assister community on relevant member transition and open enrollment topics 10

Direct Member Contact And Member Mailings

Direct Member Contact Direct ect Member er Mailings lings • Beginning in October, we will send transitioning members a variety of direct mailings ‒ Preview and payment reminder postcards to reinforce important dates and provide calls to action to sign up ‒ Open Enrollment packets providing population-specific messaging, frequently asked questions and details on where individuals can go to receive help applying and enrolling ‒ E-mail blasts to members and authorized representatives to reinforce key mailings including coverage extension notice, preview postcard, Open Enrollment packet and payment reminder postcards ‒ Language about Open Enrollment highlighting important dates added to operational letters and invoices sent to current members ( e.g. NPP disenrollment letter, closed enrollment welcome letter) ‒ To a certain subset of the subsidized population, paper applications (see next slide) 12

Direct Member Contact ( cont’d ) • We will direct our members to enroll online in all of our messaging, although we will send paper applications to a subset of the population that might be more likely to apply by paper ‒ For Commonwealth Care and Medical Security Program (MSP) members, we will mail paper applications to ~35,000 individuals who did not reapply or who applied by paper last year, specifically those who may have language barriers or who have not had to pay a premium to remain in coverage For Temporary Medicaid members, we will mail paper applications in three waves ‒ (in line with their coverage end dates) to ~115,000-150,000 households that applied by paper last year. Final numbers will depend on the final count of individuals in temporary Medicaid (~285,030 members as of August 30, 2014) ‒ We have also assessed the current workforce who enters these applications and will augment accordingly to mitigate paper backlogs and to ensure that applications get processed in a timely manner Even those that receive paper applications will still be educated that the • fastest and easiest way to apply for coverage this Open Enrollment is online 13

Direct Member Mailing • Our communications messages will vary by the priority population and are informed by their proposed coverage end dates (outlined below) • Each population will receive the following pieces of direct mail that will provide specific instructions on how to submit a new application, where to receive assistance, and reinforce the call to action: ‒ Coverage Termination Letter ‒ Open Enrollment Packet Application Reminder Postcards ‒ Temporary MH Temporary Temporary CommCare / QHP MSP Wave 1 MH Wave 2 MH Wave 3 Call-to Action Nov. 13, 2014 Nov. 13, 2014 Nov. 15, 2014 Dec. 1, 2014 Dec. 15, 2014 Notice Mail Date Color Coded Grey Orange ange Purpl rple Blue ue Green een Banner of Notice Coverage End Dec. 31, 2014 Jan. 31, 2015 Jan. 15, 2015 Jan. 31, 2015 Feb. 15, 2015 Date 14

Direct Member Mailing ( cont’d) October January February November December 2/9 10/20 11/3 12/8 12/31 1/12 QHP (~33K) CommCare / 11/3 12/8 2/9 11/17 1/12 1/31 MSP (~100K) Temporary 11/15 1/12 1/15 Medicaid Wave 1 (~100K) 1/12 Temporary 12/1 1/31 Medicaid Wave 2 (~100K) 12/15 1/12 2/15 Temporary Medicaid Wave 3 (~100K) Automated and Live Agent Outbound Calls (~2.3M calls deployed) Preview Postcard Open Enrollment Packet Door Knocking Campaign (target 200,000 doors) Reminder Postcard Paper Application Coverage End Date 15

Commonwealth Care Bill Insert Each h Comm mmonwealth th Care me memb mber will l receive ve a bi bill l insert t include ded d with their ir last t premi mium m invoic ice e sent on Ja January y 1, 2015 2015 16