MNsure Metrics Dashboard. Prepared for Board of Directors Meeting July16, 2014

Transcription

1 MNsure Metrics Dashboard Prepared for Board of Directors Meeting July16, 214

2 , Applications and Enrollment through MNsure July 1, ,49 Total enrollments 5,, Applications Submitted Total Enrollments 243,511 Applications submitted 5,, 5, 2 Oct. 1, 213 Nov. 2 Nov. 3 Dec. 14 Dec. 28 Jan. 4, 214 Jan. 18 Feb. 1 Feb. 8 Feb. 24 March 8 March 24 April 13 April 27 May 11 Applications are for a household level, and our enrollment count is at an individual level. Note: Manual QHP enrollments have been included since March 23 June 1 July 1

3 Enrollments by Program July 1, , 16, MinnesotaCare Medical Assistance 259,49 Total Enrollments 14, QHP Enrollments completed 152,662 individuals in Medical Assistance 12, 1, 8, 6, 54,154 individuals in MinnesotaCare 4, 2, 52,233 individuals in QHPs Oct. 1 Nov. 2 Nov. 3 Dec. 14 Dec. 28 Jan. 4 Jan. 18 Feb. 1 Feb. 8 Feb. 24 Mar. 8 Mar. 24 Apr. 13 Apr. 27 May 11 June 1 July 1 3 Note: Manual QHP enrollments have been included since March 23

4 Eligibility of QHP Applicants July 1, 214 Number of QHP eligible applicants applying for assistance Not Eligible for APTC Eligible for APTC 4,119 individuals 39,189 individuals Notes: 79,38 persons applied for assistance. These numbers reflect eligible applicants applying for assistance since October 1,

5 Enrollees Receiving Subsidies APTC subsidies Enrollees with APTC Enrollees without APTC CSR subsidies Enrollees with CSR Enrollees without CSR 13% 41% 59% 87% Note: We used the most recent files submitted by the carriers which reflect May enrollment information. 5

6 Individual Market: Metal Levels July 1, 214 Actual Metal Level Selection Bronze Silver Gold Platinum Catastrophic 1.% 27.3% 26.% 12.4% 33.3% 6

7 Individual Market: QHP Enrollee Demographics June 1, 214 Gender in QHPs Female Male Age of Enrollees < %.2% 9.6% 6.4% 48.8% 51.2% 18.6% 19.2% 15.1% 7

8 Individual Market: Enrollees by Carrier June 1, 214 Percent of Enrollees by Carrier UCare 1% Blue Cross Blue Shield 23% PreferredOne 59% HealthPartners 12% Medica 5% 8

9 MNsure Paper Applications October 1, 213 July 3, 214 MNsure Paper Applications Received: 1/1/13-7/3/14 5, 4,865 4,5 4, 3,5 3,762 52,547 total paper applications 3, 2,81 2,5 2, 1,5 1, 1,12 1,151 1,852 1,98 2,99 1,93 2,38 1,58 2,353 2,398 2,151 1,646 1,667 1,555 1,535 1,353 1,315 1, ,215 1,142 1,169 1, /3/13 1/7/13 1/14/13 1/21/13 1/28/13 11/4/13 11/11/13 11/18/13 11/25/13 12/2/13 12/9/13 12/16/13 12/23/13 12/3/13 1/6/14 1/13/14 1/2/14 1/27/14 2/3/14 2/1/14 2/17/14 2/24/14 3/3/14 3/1/14 3/17/14 3/24/14 3/31/14 4/7/14 4/14/14 4/21/14 4/28/14 5/5/14 5/12/14 5/19/14 5/26/14 6/2/14 6/9/14 6/16/14 6/23/14 6/3/14 Week Starting 9 Volume of assisted MNsure paper applications received On 3/31/14, over 3,4 assisted MNsure paper applications received

10 Call Center Average Wait Time/ASA MNsure Contact Center Call Volume/ASA Oct 1, July 8, 214 Call Volume Oct 1-Nov 1-Dec 1-Jan 1-Feb 1-Mar 1-Apr 1-May 1-Jun 1-Jul 1:26:24 1:3: 1:12: 1:15: :57:36 :6: :43:12 :45: :28:48 :3: :15: :14:24 :: Speed of answer (hh:mm::ss) Calls Received ASA - Average Speed of Answer (hh:mm:ss) 1

11 Call Center Resolution and Talk Time Call Center Resolution and Talk Time Oct 1, July 8, 214 Time (hh:mm:ss) :2:1 :17:17 :14:24 :11:31 :8:38 :5:46 :2:53 :: 1-Oct 1-Nov 1-Dec 1-Jan 1-Feb 1-Mar 1-Apr 1-May 1-Jun 1-Jul Talk Time (Avg) Time spent on phone with caller Call Handle Time (Avg) Includes time spent with caller, and time researching issue and creating case in CRM for tracking 11

12 Call Center Abandon Rate/ Service Level 9% 8% 7% 6% 66% 68% 64% 59% 61% 55% 55% 56% 5% 43% 38% 38% 37% 4% 27% 3% 24% 19% 21% 16% 18% 17% 2% 12% 13% 12% 11% 1% 8% 1% 1% 6% % Calls Answered (Service Level)/Abanbon Rate Oct 1, July 8, % marker 77% 7% 57% 53% 48% 23% 23% 22% 22% 18% 2% 4% 31% 64% 74% 11% 5% marker 8% 2% 94% 57% 69% 47% 22% 17% 12% 13% 8% 64% 5% 44% 39% 31% 22% 17% 78% 73% 74% 7% 68% 16% 3% 7% 5% 4% 13% 48% 47% 49% 46% 43% 36% 38% 37% 33% 1-Oct 8-Oct 15-Oct 22-Oct 29-Oct 5-Nov 12-Nov 19-Nov 26-Nov 3-Dec 1-Dec 17-Dec 24-Dec 31-Dec 7-Jan 14-Jan 21-Jan 28-Jan 4-Feb 11-Feb 18-Feb 25-Feb 4-Mar 11-Mar 18-Mar 25-Mar 1-Apr 8-Apr 15-Apr 22-Apr 29-Apr 6-May 13-May 2-May 27-May 3-Jun 1-Jun 17-Jun 24-Jun 1-Jul 22% Abandon % (Goal is no more than 5% of calls abandon) SLA - Service Level % (Goal is 85% of calls should be answered in 2 minutes or less) 12

13 Call Center First Call Resolution October 213 June 9, 214 (slide 1 of 2) First Call Resolution To Date Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Total Cases 241,3 18,199 13,896 16,96 17,139 27,993 65,79 36,837 25,989 18,281 3,31 Average # calendar days to resolve (3 days is standard) As of 7/8/214: Cases currently open 536 Average Age is 5 days Definitions: Resolved we do not owe the consumer a return call Average # calendar days if a case is not resolved within 4 hours, the average time it take to research the answer and get a response to the consumer 13

14 Call Center First Call Resolution October 213 June 9, 214 (slide 2 of 2) First Call Resolution To Date Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 # cases resolved within 4 hours 194,315 15,571 11,276 12,128 13,929 22,12 54,469 3,34 2,712 13,914 2,77 % cases resolved within 4 hours 79.58% 86.55% 8.62% 71.74% 73.1% 78.63% 82.79% 82.27% 79.7% 76.11% 83.91% For July: 375 cases were forwarded on to Tier III Teams: Plan and Provider, NAB, Eligibility and Enrollment, Special Enrollment Period, Finance, etc.) 63 cases were escalated to Supervisors within the Call Center 536 were internal to MNsure Call Center and needed more than 4 hours to resolve Four hours indicates the time allowed to an agent to research questions and get back to the caller. If the time frame exceeds four hours, the case was either transferred or escalated for resolution. 84% of cases were resolved with in 4 hours - 87% resolution was possible. 14

15 Call Center Escalated Calls 1% 1% 1% 4% Escalated Calls 3% 1% 1% 88% Appeal Individual Market MA MNCare MNsure - ACA NAB SHOP Technical 15 Top Reasons for Calls to be Escalated: Caller reporting life event change 3% Caller reporting loss of current health care coverage 22% Carrier missing info - 12% Caller needs to update case/provide more information 9% COBRA 6/16-7/15 Opt Out Exception - 4%

16 Call Center Top Categories of Calls Received July 214 Top Call Categories 7% 7% 4% Individual Market 5% Technical 19% 13% 5% MA 13% MNCare 7% NAB 7% 19% MNsure - ACA 4% 16

17 Call Center Type of Calls Received (All callers) July 214 Top Five Inquiries for all callers 1. Special Enrollment period questions 13% 2. Account help/password reset 13% 3. General Online Application process 1% 4. Reporting Life Event 7% 5. Application status/what is my status 5% 17

18 Call Center Type of Calls Received from Navigators and Assisters, July 214 Top Five Inquiries 1. Obtaining/completing an Agent of Record Form 34% 2. SEP Application status 9% 3. Special Enrollment Period changes/questions 5% 4. Account help/password reset 5% 5. Life Event change 3% 18

19 June 1 through June 3, 214 MNsure Uptime Percent uptime unplanned outage 8 6 actual uptime

20 7 Pended Cases in Eligibility Determination through July 5, Pended Cases

21 Public Website Metrics 3,, 2,5, 2,535,655 Pageviews, visits and visitors by month 2,, 1,5, 1,, 79,739 1,5,54 596, ,46 5, 358,53 364, ,93 227,161 22,827 1,757 99,189 March April May June Pageviews Visits (Sessions) Total unique visitors (Users) The public website does not include anonymous shopping or marketplace system pages. 21

22 Public Website Metrics: Unique Visitors 5, 45, 47,939 New vs returning visitors by month 4, 35, 319,8 3, 25, 243,918 2, 15, 1, 12, , ,147 79,474 81,68 5, March April May June New unique visitors (Users) Returning visitors (Users) The public website does not include anonymous shopping or marketplace system pages. 22

23 Public Website Metrics: Top Pages 1,, 92,289 9, 8, 7, 6, 5, Top pages by pageviews: Quarter 2, 214 4, 3, 292,98 2, 1, 86,42 8,54 31,289 27,25 23, 21,51 15,288 1,74 23 *Combined count for three pages that contain the same content on MA & MinnesotaCare. Does not include error/notification pages launched by marketplace system pages. (The public website does not include anonymous shopping or marketplace system pages.)

24 Public Website Metrics: Top Cities 45, 4, 682 Top MN Cities Quarter , 6 3, 5 25, 2, 15, 1, , Visits - Q2 City population Visits per every 1 people 24 The public website does not include anonymous shopping or marketplace system pages.

25 Public Website Metrics: 5 Greater Minnesota Cities 3, , 24, , 2, , 36 11, , 5, 25 7, ,9 3,548 2, ,34 1, Alexandria Austin Grand Marais Northfield Winona Visits Population Visits per 1, people The public website does not include anonymous shopping or marketplace system pages. 2 1

26 Error Rates for MNsure Marketplace % 2 1.% % 6.% 4.% Total calls Succeeded Failed Succeed% Fail% 5 2.%.% 26

27 SHOP Employer Enrollment by Group Size Employer Size January February March April May June July Total Employees Enrolled by Metal Level July June 25 3 May April March February January 27 Platinum Gold Silver Bronze

28 SHOP 214 Enrollment January February March April May June July Total Projection Employers Enrolled Employees on roster N/A Employees enrolled ,125 Contribution Levels by Employers Contribution Level January February March April May June July Total -24% % - 49% 1 1 5% - 74% %

29 Data Requests Size: Cumulative In Process and Produced (in hours) Hours of staff time Cumulative Data Currently In Process Cumulative Data Produced Note: 1 GB of data is equivalent to 1, documents and 2 hours of staff time to review and produce. 29

30 Data Request Sources October 213 June 214 Government Entities 11% Research 4% Data Subjects 2% Media Nonprofit Orgs & Private Companies Legislators & Legislative Staff Government Entites Research Legislators & Legislative Staff 11% Media 48% Data Subjects 3 Nonprofit Orgs & Private Companies 23%

31 Type of Closed Appeals 7% 3% 6% 1% Withdrawn Dismissed 5% Agency Decision Affirmed Agency Decision Reversed Failure to Appear 78% Double Docket 31 Note: A double docket occurs when 2 files and docket numbers are assigned to the same appeal