CUCRA/CUCEA Fall Meeting. Ellen Lorenz, Director Michael Waldman, Manager Retirement Administration Service Center October 26, 2016
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1 CUCRA/CUCEA Fall Meeting Ellen Lorenz, Director Michael Waldman, Manager Retirement Administration Service Center October 26, 2016
2 The RASC leverages continuous improvement, enhanced technology and self service to increase our members ability to understand, plan for and access retirement plan and retiree health benefits. Annually, the RASC supports 67,000 Retirees, dependents and surviving family members 34,000 Former employees $2.8 billion Annual benefit payments 110,000 Telephone calls answered 20,000 Pieces of written correspondence answered 5,000 Annual retirement elections processed 90,000 Documents scanned and indexed per year 2
3 Retirement Season Snapshot Personal Retirement Profiles (PRPs): April 1 July ,200 Actives 200 Inactives 1,400 Total Retirement Elections Processed July ,100 July ,200 FY ,067 FY ,344 70% of July active retirements were supported by the RASC for retirement counseling and document preparation services or 1,200 of 1,800 July 2016 active retirements 3
4 2016 Retirement Choice Program Readiness Developed RASC-specific overview training Presented weekly RASC-specific training Leveraged OptionFinder polling tool quizzes that provide instant feedback on learning Attended all-day systemwide training (all RASC staff) Delivered UCRP basics training to Fidelity Reviewed Retirement Benefits Decision Guide, Fact Sheet and other publications with staff Updated retirement estimator and modeling tools Documented operating instructions in Customer Relationship Management (CRM) tool 4
5 Preparing for Retirement RASC Presentations On-site, in-person since mid 2015 o Delivered 18 presentations reaching 1,400 employees o On average, 96% of respondents were either Very Satisfied or Satisfied with the presentation (20% response rate) Webinar (hosted) o Offered on second and fourth Tuesdays of every month from 10:00 a.m. to 12:30 p.m. Pacific On-demand web o Available on UCnet (Compensation & Benefits, Preparing for Retirement) 5
6 Customer satisfaction is trending up 92% 90% 88% 86% 84% 82% 80% % Satisfied or Better - Q3 88% 84% Q Q Training Coaching & Feedback Quality Assurance 47% of responses are from current faculty or staff 18% survey response rate 1,470 responses received 8,095 invitations sent 6
7 Open Enrollment Update Hired six TOPS staff Completing onboarding and training 7
8 Questions? 8
9 Thank you Photo of UC Santa Cruz (UC identity archive)
10 CUCRA/CUCEA Fall Meeting Kris Lange, Director Benefit Programs Vendor Management October 26, 2016
11 Medical Plan Satisfaction Surveys
12 Overall Satisfaction by Health Plan Overall Satisfaction Non-Medicare HMOs 100.0% 90.0% 84.4% 93.6% 92.5% 86.6% 80.0% 70.0% 60.0% 50.0% Health Net Kaiser Blue & Gold Permanente WHA National Average for HMOs 100.0% 90.0% 80.0% Overall Satisfaction Non-Medicare PPOs 73.4% 77.6% 83.3% 70.0% 60.0% 50.0% Health Savings Plan UC Care National Average for PPOs 12
13 Survey of Medicare Plan Members 1 st time Medicare Members have been surveyed by UC Plans surveyed: Health Net Seniority Plus Kaiser Senior Advantage Blue Shield Medicare PPO & High Option Launch Date: March 10, 2016 End Date: June 5, 2016 First mail: March 10, 2016 Second Mail: April 4, 2016 Phone interviews non-responders: April 21, % response rate CUCRA/CUCEA request 13
14 Enrollment and Survey Highlights Responders closely reflect enrollments Total Medicare Enrollment 10,067 8,742 8,541 Kaiser Senior Advantage Health Net Seniority Plan Medicare PPO/High Option Numbers of Survey Responders
15 UC Medicare Plans Survey Results 15 1
16 Overall Satisfaction by Health Plan 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% Overall Satisfaction - Medicare Plans 90.6% 91.3% Medicare PPO & High Option Plans Health Net Seniority Plus 95.3% Kaiser Senior Advantage 88.40% National Average (CMS) All UC Medicare plans are above the National Average 16
17 Overall Satisfaction with Health Care Overall Satisfaction with Health Care Kaiser Senior Advantage Health Net Seniority Medicare PPO & High Option National Average (CMS) 94.2% 90.9% 94.4% 88.5% All our members are satisfied with their Health Care 60.0% 70.0% 80.0% 90.0% 100.0% 17
18 Specialist Experience How Easy to Get Appointments with Specialists Kaiser Senior Advantage 89.3% Health Net Seniority Medicare PPO & High Option 86.6% 86.3% A opportunity for improvement National Average (CMS) 88.6% 60.0% 70.0% 80.0% 90.0% 100.0%
19 Getting Needed Care Get Care As Soon As Needed Kaiser Senior Advantage Health Net Seniority Medicare PPO & High Option 84.7% 94.3% 91.8% Health Net is below the national average National Average (CMS) 89.9% 60.0% 70.0% 80.0% 90.0% 100.0% 19
20 Customer Service Experience Plan s Customer Service Treated You with Courtesy and Respect Kaiser Senior Advantage 95.2% Health Net Seniority 92.4% Medicare PPO & High Option National Average (CMS) 94.4% 98.7% 60.0% 70.0% 80.0% 90.0% 100.0% 20
21 Customer Service Experience Plan s Customer Service gave you the info and help you needed Kaiser Senior Advantage 79.3% Health Net Seniority 69.7% Medicare PPO & High Option 76.0% National Average (CMS) % 70.0% 80.0% 21
22 Prescription Plan Overall Satisfaction with Drug Plan Kaiser Senior Advantage 94.9% Health Net Seniority 91.7% Medicare PPO & High Option 88.7% National Average (CMS) 86.8% 60.0% 70.0% 80.0% 90.0% 100.0% 22
23 Prescription Plan Your Prescriptions were covered by plan 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% National Average Medicare PPO & High Health Net Seniority Kaiser Senior (CMS) Option Plus Advantage Yes 82.5% 88.6% 87.9% 98.5% No 17.5% 11.4% 12.1% 1.5%
24 Prescription Plan Mail Order Usage 40.0% 30.0% 20.0% 37.2% of UC Medicare members used the mail order service 10.0% UC Average National Average (CMS) 24
25 Survey Respondents Health Status (self-reported) 2
26 Respondents Health Profile UC Medicare members rate their health better than national average! 50.0% 35.0% 50.2% 37.1% 36.0% 35.3% Overall Health 65.0% 45.0% 69.3% 57.0% Overall Mental & Emotional Health 20.0% 5.0% Excellent & Very Good 21.7% 12.1% 2.3% 5.3% Good Fair Poor 25.0% 5.0% Excellent & Very Good 27.9% 22.6% 12.5% 6.9% 1.2% 2.6% Good Fair Poor 26
27 Vaccination Rates UC Medicare members receive vaccinations at rates better than national average! Flu Shot Rate Pneumonia Shot Rate 100.0% 100.0% 90.0% 90.0% 80.0% 80.0% 70.0% 70.0% 60.0% 60.0% 50.0% UC Average National Average (CMS) 50.0% UC Average National Average (CMS) 27
28 Member s Health Profile Only cancer related issues are above the national average Ever Had Any of These Health Conditions 70.0% 65.2% 60.0% 50.0% 53.4% 40.0% 31.0% 30.0% 20.0% 10.0% 5.8% 11.1% 11.8% 15.8% 18.0% 14.9% 14.1% 19.3% 22.6% 0.0% A heart attack Coronary heart disease Hypertension or high blood presure Cancer, other than skin cancer Asthma or pulmonary disease Diabetes or high blood sugar 28
29 Domestic Partner Policy Review
30 Different Rules for H&W vs. UCRP Work in progress o Updating and clarifying websites and publications o Letter to all employees with DPs enrolled in H&W regarding the UCRP requirements Does NOT impact current retirees o Retirees are asked for domestic partner information at point of retirement 30
31 Different Rules for H&W vs. UCRP Definition of eligible domestic partner Health & Welfare o Same gender no age restriction o Opposite gender one partner must be at least age 62 and eligible for social security based on age UCRP o No age restriction for either same or opposite gender 31
32 Different Rules for H&W vs. UCRP Documentation Requirements for non-registered domestic partners Health & Welfare o No affidavit required, but must submit documentation upon request from SECOVA as part of FMEV UCRP o UBEN250 must be filed o Documentation must be in place one year before death in order to receive survivor benefits 32
33 QUESTIONS? 33
34
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