Summary for June 2013

Transcription

1 Operations Update July 2013 Summary for June Calls and Office Visits a. Inbound Calls b. Speed of Answer c. Abandonment Rate d. In-person Assistance 2. Delinquency & Termination Notices Operations Update July 2013 Calls & Office Visits: June 2013 Calls and In-person Assistance total: - Inbound calls: 3034 answered calls (6% from June 2012) - Speed of answer: 20 seconds (42% from June 2012) - Abandonment rate: 1% (30 calls) - In-person assistance: 946 members (same as June 2012) 1

2 Operations Update July 2013 Inbound Calls 8,000 7,000 6,000 6,481 High volume of calls regarding UHC conversion to EGWP pharmacy benefit andcalstrs missed 12/31 deductions April no Open Enrollment Open Enrollment 5,000 Calls 4,000 3,000 3,566 3,926 3,331 3,317 3,034 2,000 1,000 - Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Operations Update July 2013 Call Speed of Answer High volume of calls regarding UHC conversion to EGWP pharmacy benefit and CalSTRS missed 12/31 deductions Seconds Call duration remains high due to UHC EGWP conversion. GOAL < 30 seconds Open Enrollment Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

3 Operations Update July 2013 Abandonment Rate 14.0% 13.0% 12.0% 11.0% 13.0% Call volume remains high due to UHC EGWP conversion. 10.0% 9.0% 8.0% 7.0% 6.0% 5.0% 4.0% 3.0% 2.0% 1.0% 0.0% 7.1% High volume of calls regarding UHC conversion to EGWP pharmacy benefit and CalSTRS missed 12/31 deductions. GOAL < 3% 2.0% 1.3% % 1.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Operations Update July 2013 In-person Assistance High volume of visits due delinquency payments and questions regarding UHC conversion to EGWP pharmacy benefit. April 2013 no open enrollment Open Enrollment Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

4 Operations Update July 2013 Delinquencies & Terminations: June 2013 Delinquency Notices Sent - Employees: Retirees: 64 Termination Notices Sent - Employees: 84 - Retirees: 4 Operations Update July 2013 Delinquency Notices: June Unable to run delinquent account process in September and October 2012 due to transition to emerge PeopleSoft Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 Employees 2013 Employees 2012 Retirees 2013 Retirees 4

5 Operations Update July 2013 Termination Notices: June Unable to run delinquent account process in September and October 2012 due to transition to emerge PeopleSoft Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2012 Employees 2013 Employees 2012 Retirees 2013 Retirees Operations Update July 2013 HSS Operations June and July 2013 July Operations data was not available at time of report preparation. July and August data will be included in September s HSB report. HSS response to the Supreme Court ruling that DOMA is unconstitutional HSS Member Services reviewed all same sex domestic partnerships to insure that any married couple in the Heath Service System will now have the benefit of pre-tax health coverage for all their family members. HSS reviewed member files to determine if same-sex partnerships had previously submitted a marriage certificate to HSS. If HSS had the marriage certificate on file, their family status was changed from Domestic Partnership to Married effective the next available coverage period of July 1, Increase in Retirement processing For retirements effective May 1 through July 1, 2013, HSS processed 745 retirement enrollments. Prior to this period of increased retirements, HSS would typically process approximately 40 retirement enrollments per month. 5

6 Communications August 2013 Open Enrollment Managing project calendar and weekly team meetings. All print materials in production and on schedule. Offsite events scheduled at City Hall, SFGH, Laguna Honda, 850 Bryant, SFO and SFUSD. Coordinating content reviews with all plan vendors. Met with mailhouse to coordinate collating and mailing. Participating in regular meetings with EBS. Developing strategy and materials to meet ACA exchange notice requirements. Communications August Rates Approvals Assisted Deputy Director and acting CFO in creating presentations for Board of Supervisors hearings on 2014 rates. Assisted Deputy Director in coordinating media interviews regarding BoS 2014 rates approvals. Assisted Deputy Director in responding to information requests regarding 93/83/83 contribution model during recent negotiations. 1

7 Communications August 2013 Other Initiatives Benz communications strategy project completed. Collaborating on RFP process to contract vendor to assist with implementing strategy recommendations. Participate in monthly ACO communication strategy meetings, coordinated by Blue Shield. Updated communications to reflect new policies for same-sex spouses after Supreme Court DOMA decision. Communications August 2013 Other Initiatives SFgovTV to record Health Service Board meetings as of August Columbia research study kicked off; we are now actively recruiting members to participate. Participating in Mayor s Office of Innovation seminars on integrating best practices into government communications. Invited to represent HSS on a panel at APA Work & Well Being conference in September

8 Data Analytics Update July 2013 Peoplesoft Modification of emergebenefits Administration underway to support 2014 Open Enrollment. MEA Flex Credits are being integrated into the system. Collaborating with PPSD and emerge Support. On average, resolved 5 production support issues per day. Going forward metrics will be developed to quantify production support. 1

9 Data Analytics Update July 2013 Reporting & Analytics Delivered Population Health Profile to Controller s office in support of wellness initiative. Provided UNUM data to recover over payments. Submitted Mercer National Survey on Employer Sponsored Health Plans. Provided Domestic Partner data to respond to changing judicial rulings. Provided various flat-rate contribution models to support union negotiations. Supported ad-hoc report requests. Metrics will be developed to quantify reporting effort. 2

10 Data Analytics Update July 2013 Information Technology Deployment of IT infrastructure to support Open Enrollment is underway. HSS Move Preparatory work has been initiated with DT. DRE has been engaged. FIS Phase I completed. 3

11 Health Promotion and Wellness Plan Update Aug CCSF Biometric Screening Event 59 employees from DHR and the Office of Economic and Workforce Development were screened on May 28, % had a blood pressure in the undesirable range of 140+/90+ 5% had a random glucose in the borderline high range of mg/dl 25% had a total cholesterol in the borderline high ( mg/dl) or undesirable (240+) range 58% of women had a BMI in the undesirable (31-42%) range 41% of men had a BMI in the undesirable (26-38%) range 1

12 Health Promotion and Wellness Plan Update Aug CCSF Employee Health Risk Assessment (HRA) Completion Kaiser: Less than 1% of the active subscribers completed the HRA in There has been no change in the percentage of active subscribers completing the HRA over the last 3 years. No reward is provided to encourage participation. Blue Shield: 9.2% of the active subscribers completed the HRA in The Blue Shield participation rate has gone up by more than 100% since Blue Shield provides a $75.00 reward to all active subscribers. Findings: Providing a cash reward accompanied with an aggressive promotional campaign is an effective strategy to assist in the completion of a HRA 2

13 Health Promotion and Wellness Plan Update Aug Met with PBGH staff to discuss a possible collaboration on a Stanford University sponsored obesity program 2. Directed the HSS wellness planning efforts with City department representatives for Fall 2013 health fairs, health screenings and flu shot clinics 3. A robust Flu Shot Vaccination Clinic program is in the planning stages for Fall There are City sites sponsoring clinics for retirees and for employees from all four employers. 4. Planned and initiated training for EAP staff to become Wellness Coaches 3

14 Health Promotion and Wellness Plan Update Aug Provided wellness leadership to departments by advising them of follow up wellness classes based upon a review of their aggregate biometric screening results 6. Advised SF Port leadership on HSS sponsored wellness initiatives and resources that can be implemented at the worksite to assist in creating a culture of health at the agency 7. Directed and led the effort to provide healthy food choices for DPW employees in the Cesar Chavez yard. Launched the successful kickoff of the Healthy Food Truck pilot at DPW on July 26, Represented HSS at the 2013 SF Walking Challenge closing presentation 9. Met with the Vice President of the California League of Cities, Treasurer Cisneros, regarding a healthy workforce initiative 4

15 Health Promotion and Wellness Plan Update Aug Recruited a professional yoga instructor to teach HSS sponsored wellness classes 11. Developed content and collaborated with the HSS vendor contracts manager on a new wellness contract 12. Reviewed and evaluated proposals for the selection of a new MTA wellness program vendor 13. Directed the RECCSF Health Fair planning effort which is scheduled on October 9, Reviewed, edited and developed wellness content for the HSS 2014 open enrollment guides 15. EAP provided debriefing sessions for the SF General Hospital staff who were caregivers for the crash survivors of flight #214. 5

16 Health Promotion and Wellness Plan Update August 2013 EAP Client Statistics Comparison of problem areas 7/12 and 7/13. Family, Marital 7/12 17% Family, Marital 7/13 38% Work Related 7/12 52% Work Related 7/13 30% Psychological 7/12 17% Psychological 7/13 23% Substance Abuse 7/12 4% Substance Abuse 7/13 9% 1

17 Health Promotion and Wellness Plan Update August 2013 EAP Organizational Statistics Screenings 7/12 23 Screenings 7/13 14 Continuing Clients 7/12 46 Continuing Clients 7/13 30 Management Consults 7/12 10 Management Consults 7/13 5 Employees Trained 7/12 20 Employees Trained 7/13 0 Critical Incident Debriefings 7/12 1 Critical Incident Debriefings 7/13 2 Projects: The EAP provided, and continues to provide, Critical Incident Debriefings for DPH staff involved in the Asiana crash. 2