Assister Experience Survey

Transcription

1 Assister Experience Survey The webinar will begin at 12:30. If you can see this screen you are prepared to participate. The webinar is not being recorded, but this PowerPoint will be available on Assister Central March 6, 2019

2 2019 Open Enrollment Assister Experience Survey: Navigator and CAC Preliminary Data

3 Key points Overall, navigators and CACs continued to express a high level of satisfaction with the Assister Resource Center. But we know there are always opportunities for improvements! Those of you who used new tools available in OE6 (enrollment look-up tool, RTT) provided valuable feedback to help us continue improving and educating about them. Your constructive feedback on existing processes (LEC reporting, password resets, case status requests) will directly feed into projects to improve your experience for next open enrollment 3

4 Who took the survey? 661 responses from all assisters (brokers, navigators and certified application counselors) 339 responses from navigators and CACs Slight increase in the response rate from last years open enrollment survey Response % Response # Navigators 74% 251 CACs 26% 88 4

5 Regions where navigator/cac assistance is offered by survey respondents Twin Cities Metro 50% Northwest 14% Northeast 14% West Central 8% Central 15% Southwest 7% South Central 7% Southeast 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 5

6 Open enrollment periods navigators/cacs have been certified OE 1 ( ) 33% OE 2 ( ) 36% OE 3 ( ) 43% OE 4 ( ) 58% OE 5 ( ) 73% OE 6 ( ) 82% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 6

7 During open enrollment, number of households assisted with a MNsure application, renewal, life event, or other type of assistance? 26 or more (more than 5 households a day in a typical week) 17% (up to 5 households a day in a typical week) 12% 6-15 (up to 3 households a day in a typical week) 29% 0-5 (about 1 household a day in a typical week) 43% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 7

8 What percentage of assisters time is spent Helping with a new application for coverage 49% Helping with the annual renewal process (QHP or public program) 27% Helping with maintaining coverage (reporting a life event, submitting verification documents, explaining notices, correcting errors, submitting an FTI authorization, etc.) 25% 0% 10% 20% 30% 40% 50% 60% 8

9 How often did consumers need help with Frequently Sometimes Rarely Never Determining whether they already had an online account with MNsure Finding out their username and/or resetting their password 55% 31% 8% 6% 61% 25% 6% 8% Creating an online account 59% 30% 4% 6% Creating an online account through the manual account creation process 34% 35% 16% 15% Correcting an application that was already submitted 24% 29% 25% 21% 9

10 How often did consumers need help with Frequently Sometimes Rarely Never Following up on application status or pending application 55% 30% 9% 7% Submitting verification documents 46% 29% 13% 12% Paying MinnesotaCare premiums 15% 25% 26% 34% Explaining notices received from MNsure, DHS or the county 61% 25% 7% 7% Ending their current coverage 12% 15% 30% 43% Filing an appeal 2% 14% 25% 59% 10

11 Consumer s insurance status Frequently Sometimes Rarely Never Had insurance for 2018, but was new to enrolling through MNsure for % 48% 17% 13% Renewing QHP coverage through MNsure and continued with the same plan for % 29% 24% 30% Renewing QHP coverage through MNsure and selected new plan for % 33% 26% 33% Actively renewing (need to renew) Medical Assistance or MinnesotaCare coverage 71% 20% 4% 5% 11

12 Consumer s insurance status (continued) Frequently Occasionally Rarely Never Passively renewing (auto-renewal) Medical Assistance or MinnesotaCare coverage Transitioning between QHP and public program coverage (i.e. experienced a change in income) Seeking insurance for 2019 after a gap in coverage Seeking to cancel QHP coverage through MNsure for 2019 had othercoverage Seeking to cancel QHP coverage through MNsure for 2019 did not have other coverage 37% 32% 17% 13% 25% 37% 20% 18% 22% 38% 20% 20% 4% 12% 33% 50% 4% 12% 25% 60% 12

13 Experience with the technology during the 2019 Open Enrollment period compared to the 2018 Open Enrollment period? Much Improved 23% Somewhat Improved 50% Not Improved 12% Not certified in % 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 13

14 Satisfaction with the Assister Resource Center (ARC) Very satisfied 48% Somewhat satisfied 34% Neutral 16% Not Satisfied 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 14

15 How often do you need to call the ARC when assisting a client Nearly every time 14% Frequently 36% Sometimes 36% Rarely 8% Never 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 15

16 How often do you use Assister Central? More than once a day 3% Nearly every day 10% A couple of times a week 28% Less than once a week 40% Never 19% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 16

17 Fall 2018 Assister Assemblies About 42% of navigators and CACs participating in the survey attended an Assister Assembly and found them very helpful or somewhat helpful: Attended and found the experience very helpful 48% Attended and found the experience somewhat helpful 46% Attended and found the experience not helpful 3% 17 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

18 Reminder: Agency Administrator Survey Don t forget! If you are the agency administrator for your organization, you have received an invitation to participate in an Agency Survey. The Agency Survey has different questions and is designed to capture more of the 10,000 foot landscape of what is happening in our assister community. Another reminder this week will include PDF of the survey questions to simplify preparing answers. Survey deadline is March

19 Thank you! Use #6 to unmute your line and ask a question. Remember to state your name and organization. Use *6 to remute your line when you are done.