Operations Update May 2015

Transcription

1 Operations Update May 205 Summary for April 205. Calls and Office Visits a. Inbound Calls b. Speed of Answer c. Abandonment Rate d. In-person Assistance 2. Delinquency & Termination Notices Operations Update May 205 Calls and Office Visits: April 205 Calls and In-person Assistance total: - Inbound calls: 3,957 answered calls (.9% from 204) - Speed of answer: 8 seconds (33% from 204) - Abandonment rate: 0.6% (22 calls) - In-person assistance: 243 members (2% from 204)

2 Operations Update May 205 Inbound Calls 8,000 7,000 Open Enrollment 6,000 5,000 5,070 Calls 4,000 3,367 3,298 3,957 3,000 2,000,000 - Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Operations Update May 205 Call Speed of Answer 250 Open Enrollment 200 Seconds GOAL < 30 seconds Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

3 Operations Update May 205 Abandonment Rate 0.0% 9.0% 8.0% 7.0% 6.0% 5.0% 4.0% GOAL < 3% 3.0% 2.0% 2.4%.0% 0.0% 0.7% 0.6% 0.6% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Operations Update May 205 In-person Assistance 600 Open Enrollment Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

4 Operations Update May 205 Delinquencies & Terminations: April 205 Delinquency Notices Sent - Employees: Retirees: 65 Termination Notices Sent - Employees: 57 - Retirees: 5 Operations Update May 205 Delinquency Notices: April Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 203 Employees 204 Employees 205 Employees 203 Retirees 204 Retirees 205 Retirees 4

5 Operations Update May 205 Termination Notices: April Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 203 Employees 204 Employees 205 Employees 203 Retirees 204 Retirees 205 Retirees 5

6 Communications May 205 Website Visits: April -30, 205 8,272 visitors with average time per visit 3 minutes, 54 seconds Communications May 205 Most Visited Website Pages: April -30, 205 Home Page 5,38 City & County Employee Benefits 2,75 Well-Being 2,64 Retiree Benefits,4 Member Services 839 Search Results 833 Health Service Board 829 Blue Shield 682 Wellness Seminars 603 Delta Dental 473

7 Communications May 205 Most Frequent Website Downloads: April -30, 205 City & County Employee Benefits Guide pdf 580 City & County Employee Premium Rates pdf 329 Retiree Benefits Guide pdf 29 City & County Employee Enrollment Form pdf 83 Blue Shield Non-Medicare Summary of Benefits pdf 82 Retiree Premium Rates pdf 76 Kaiser Non-Medicare Summary of Benefits pdf 23 Fitness Center Discounts pdf 22 VSP Vision Summary of Benefits pdf 00 SFUSD Employee Benefits Guide pdf 84 Communications May 205 Website Access Platforms: April -30, 205 Internet Explorer Desktop Browser 3,05 Chrome Desktop Browser 2,339 Mobile Devices (Tablets and Smart Phones),464 Firefox Desktop Browser 976 Safari Desktop Browser 306 Other 72 2

8 Communications May 205 enews: Sent May 4, 205 Six Things Employees Should Know About Benefits Total Delivered 5,35 Opened 5,46 36% Clicked,760 32% Most Frequently Clicked Links: Six Things Flyer pdf,049 9 Brain Boosters to Prevent Memory Loss Colors of Fitness Quiz 96 Wellness Center Calendar 73 Exploratorium on Mother s Day 66 Communications May 205 Activities: April 205 Planning open enrollment material specifications in collaboration with operations. Created Benefits 0 materials for presentation given by HSS Operations to Assessor/Recorder employees Assisted in organizing retiree Medicare presentation. High demand;; repeat session to take place at Koret Auditorium, Main Library on June 0. Coordinated outside vendor (OneWorld) to assist wellness in creating Well-being Assessment (WBA) taglines. 3

9 Communications May 205 Consulting with Wellness Team on WBA communications to be delivered by Blue Shield. Evaluated Exact Target bulk tool as option for replacing Blue Hornet. (Demo by Click Updating all member brochures, with review by Director and COO. Developing mailing for employees hired on or after June 9, 2009 to educate about service credit rules and fractional premium contributions for retiree benefits. Attended Tableau training organized by the City s Data Academy. 4

10 Data Analytics Update May 4, 205 Benefit Administration System Support System maintenance and delivery of enhancements which meet changing business requirements are an ongoing work effort. Recent accomplishments include: Reworked FIS outbound load file reducing it by more than a million rows for efficiency. This file supports credit card payments by members Coordinated early release of deduction file as requested by USD Delivered modifications to Finance for MBA0043 Life Insurance reports as per vendor requirements Coordinated deduction reconciliation and update of the Cal-PERS retiree population Evaluated enhancements for Flexible Spending Account system processing Conducted additional analysis and auditing of Prop B & C retirees Collaborated with emerge to resolve system lockout anomaly

11 Data Analytics Update May 4, 205 Reporting and Analytics Implementation of an All Payer Claims Database (APCD) is in process. Defined various business requirements and technical specifications. Collaborated with emerge on eligibility file. Attended numerous data source meetings with Truven and with health plans. Data Analytics provided data and analysis in support of the following initiatives: City budgeting MOU negotiations Performance measures Rate setting 064 applicant proceeding through hiring process; in fingerprinting phase Senior Health Program Planner position is a continuous posting pending sufficient qualified applicants. 2

12 Data Analytics Update May 4, 205 Information Systems (IS) The focus for HSS has been on several opportunities to improve back-end processes and member experiences: Prepared and presented to the Committee on Information Technology on the Enterprise Content Management (ECM) project request. The project was recommended for approval and funding. Submitted to COIT project specifications for a phone system upgrade and a customer relationship management system (CRM). These were recommended for approval. Coordinated meetings with CRM and ECM vendors and evaluated products. Met with emerge regarding system integration requirements. Attended meetings with City Attorneys to vet legal requirements. Released request to quotes to technology marketplace for CRM implementation vendors. Continue to project manage the All Payer Claims Database (APCD) Working with building management and Department of Real Estate on building security upgrades for HSS 3

13 Finance and Contracting Activities Update May 205 Finance and Accounting Working with Operations on integration of a new COBRA vendor P&A Group effective July 205 Completed Due Diligence for Citywide bond issuance Contracting and Vendor Management Continuing the process of negotiating and preparing contract renewals for the 205 Plan Year Fully executed the Agreement with P&A Administrative Services Updating Performance Guarantees for all Health Plan contracts

14 Worksite Wellness: Quarter (January-March) 205 May, 205 Worksite Wellness Report: Quarter (January-March) 205 The following slides highlight activities targeted at the departments. Activities fell into two areas in the first quarter:. Champion Program 2. EAP Organizational Wellness For a detailed report visit: ness.pdf.

15 Worksite Wellness: Quarter (January-March) 205 May, 205 Champion Recruitment 77 Champions were recruited in September departments do not have Champions 7 departments have Champion:employee ratio that exceeds :300 36% volunteered 38% were assigned 0% applied and were selected Avg. tenure is 0 years (CCSF) and 8 years (department) 83% perceive getting employee interest as a barrier 50% perceive the time commitment (4-8 work hours/month) as a barrier 3% perceive getting buy-in from management as a barrier 2

16 Worksite Wellness: Quarter (January-March) 205 May, 205 Champion Training September 204: Initial Champion Training 5 in-person trainings, 47 attendees 3 make-up trainings, 3 attendees Q 205 Training 7, 30-minute prep webinars, 99 attendees 4 in-person trainings, 7 attendees make-up training, 9 attendees 3

17 Worksite Wellness: Quarter (January-March) 205 May, 205 Q Training Topics Program Goal: Train Champions to bring wellness activities to the worksite. Theme: Heart Health Key Messages:. Know and Control Your Numbers 2. Live a Healthy Lifestyle Awareness Activity Biometric Screenings Programs Seminars Wellness Coaching Cultural Components People Heart Healthy Voting Policy Heart Healthy Meeting Activities Place Heart Healthy Zone and Commitment Cards 4

18 Worksite Wellness: Quarter (January-March) 205 May, 205 Biometric Screening Events 360 employees (from 36 CCSF departments and Superior Courts) and retirees participated in the 5 biometric screening events. 49% of participants who attended were unaware of their numbers. 94% was the overall event satisfaction score. I wouldn't have looked in to any of this without the information and support of my dept. and the city Participation and Show Rate by location South Van Ness 2/27 Wellness Center 3/24 Wellness Center 2/4 Wellness Center 2/5 City Hall 3/27 total # screened Total # Scheduled Show rate 00% 90% 80% 70% 60% 50% 40% 30% 20% 0% 0% 5

19 Worksite Wellness: Quarter (January-March) 205 May, 205 Interactive Seminars 2 seminars were provided. 89 participants from departments attended, average participation was Number of Seminars and Average Participation by Provider UCSF EAP KP # of seminars Avg. Participation 75% (8) of the requested seminars fell under the Peace of Mind pillar. The EAP presentations were the most frequently requested (7 out of 2) during Q 205. Seminars and Series by Average Participation and Number of Offerings UCSF Stress & Resiliency Training Balancing Work and Family Managing Stress Getting Healthy Sleep Tai Chi Dealing with Difficult People Get Moving Q Avg. Participation Q # of offerings 6

20 Worksite Wellness: Quarter (January-March) 205 May, 205 Other Champion Activities HSS provided three cultural activities:. Heart Healthy Voting 2. Heart Healthy Zone Posters and Commitment Cards 3. Heart Healthy Meeting Ideas 2 departments offered wellness coaching onsite HRD hosts a salad pot luck ADM-3 hosted a mini-health fair during flu shots RET leads a walk for the department to encourage movement on breaks 7

21 Worksite Wellness: Quarter (January-March) 205 May, 205 EAP Organizational Wellness Activities There was an increase in the number of services and participants in EAP organizational wellness services between Q 204 and 205. This may be in part attributed to the promotion of EAP services through the Champion network. 8

22 Worksite Wellness: Quarter (January-March) 205 May, 205 EAP Seminars & Trainings There was a 35% increase in the number of employees attending EAP seminars between Q 204 and Q 205. Through the recently established network of Champions, EAP was invited to provide 7 seminars to 8 employees at 7 different City work locations. Non-Violent Crisis Intervention was offered to 2 employees from 6 departments. The overall satisfaction rating was 4.29 (86%) Seminar and Training Participation in Q 204 Compared to Q Q 204 Q 205 # Seminars & Trainings # Participants 9

23 Worksite Wellness: Quarter (January-March) 205 May, 205 Consultations & Orientations Q 205 saw a 240% increase in the number of management consultations conducted from Q 204. The number of employees attending EAP orientations in Q 205 was a 268% decrease from Q Comparison of Consultation Participation in Q 204 and Q Q 204 Q 205 # Consultations # Participants Comparison of Orientation Participation in Q 204 and Q Q 204 Q 205 # Orientations # Participants 0