CCA Board Report Metrics

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1 May 2, 218* *Reporting period through May 2, 218 Source: NTT Data Financial Management System (FMS) All Spans Extract May 2, 218 Total Non-Group Medical Enrollment: Current Rolling Quarter** 5, 45, 4, 35, 3, 25, 2, 15, 1, 5, (5,) (1,) (15,) (2,) (25,) (3,) (35,) (4,) 252, , , ,183 24,64 244,927 25,95 1,293 3, , ,831 1,333 14,289 12,247 1,482 1,27 (1,538) (8,19) (5,914) (4,6) (1,612) (2,374) (1,552) (5,227) (646) (53) (865) (1,596) 27, 25, 23, 21, 19, 17, 15, 13, 11, 9, 7, 5, 3, 1, Added to ConnectorCare Added to Unsubsidied QHP Added to QHP with APTC Termed from ConnectorCare Termed from Unsubsidied QHP Termed from QHP with APTC **Rolling Quarter time span includes previous three months and current month is defined as the total number of members who begin coverage for that month and were not enrolled in coverage during the prior month as of the report date. Movement between program types is not considered an Add. is defined as the total number of members who are no longer covered for that month and were enrolled in coverage during the prior month as of the report date. Movement between program types is not considered a Term. The enrollment lines show the total number of members who have coverage for that month. (blue line) is defined as the total number of members with coverage in that month as of the current report date and reflects retroactive adds and terms in the coverage month they take effect. These enrollment counts are dynamic. (gray line) is defined as the total number of members who were enrolled in coverage as originally reported in the published for that month, excluding retroactivity. These enrollment counts remain static month to month to visualie the effect of retroactivity. Total Non-Group Medical Enrollment 5, 45, 4, 35, 3, 25, 2, 15, 1, 5, (5,) (1,) (15,) (2,) (25,) (3,) (35,) (4,) 248,851 25, , , , ,18 252,28 242, , ,38 251,22 252, ,968 25,58 252, ,17 235, ,183 24,64 248, , ,927 25,95 28, 25, 22, 19, 16, 13, 1, 7, 4, 1, June July August September October November December January Added to ConnectorCare Added to Unsubsidied QHP Added to QHP with APTC Termed from ConnectorCare Termed from Unsubsidied QHP Termed from QHP with APTC This report was reformatted in August 216 with an updated methodology that tracks changes in enrollment (i.e., adds and terms) based on the member s benefit start date. Previous reports tracked changes in enrollment as of the coverage month they took effect. For example, if an unsubsidied member began coverage in January and then failed to pay her premium for February and March coverage, in April she will be retroactively terminated as of February 1 and she will be reported as a term in the month of February; previously, she would have been reported as a term in April.

2 May 2, 218* *Reporting period through May 2, 218 Source: NTT Data Financial Management System (FMS) All Spans Extract May 2, 218 Non-Group Medical Enrollment Unsubsidied QHP and APTC 2, 15, 1, 5, (5,) (1,) (15,) (2,) 66,52 59,886 6,97 58,274 58,239 3,78 1,293 56,79 1,312 1, ,893 1, (2,374) (1,552) (1,612) (5,227) (865) (646) (53) (1,596) Added to QHP with APTC Termed from Unsubsidied QHP Added to Unsubsidied QHP Termed from QHP with APTC 8, 7, 6, 5, 4, 3, 2, 1, 43,788 individuals are enrolled in non-group medical Unsubsidied QHP coverage and 14,45 individuals are enrolled in QHP with APTC plans. 1,281 members who were enrolled in April ConnectorCare plans are now enrolled in Unsubsidied QHP (841) or APTC (44) coverage for May. 7 of members are enrolled in either Neighborhood Health Plan, Tufts Health Direct, or BMC HealthNet Plan. 5, 4, 3, 2, 1, Enrolled Members by Metallic Tier and Standardiation 13,18 3,82 11,257 3,854 5,89 2,569 17,912 Platinum Gold Silver Brone Catastrophic - Platinum - Gold - Silver - Brone - Catastrophic Non-Group Medical Enrollment ConnectorCare 495 Non- - Platinum Non- - Gold Non- - Silver Non- - Brone 4 Enrolled Members by Carrier 9% Blue Cross Blue Shield of MA () 1 3% 1 BMC HealthNet Plan (1) Fallon Community Health Plan () Health New England (3%) Harvard Pilgrim Health Care () Neighborhood Health Plan (1) Tufts Health Direct (4) Tufts Health Premier (9%) 45, 4, 35, 3, 25, 2, 15, 1, 5, (5,) (1,) (15,) (2,) (25,) 18, , , , , , ,756 14,289 12,247 1,482 1,27 (1,538) (8,19) (5,914) (4,6) Termed from ConnectorCare Added to ConnectorCare 2, 175, 15,, 1, 75, 5, 25, 1,93 members who were enrolled in Unsubsidied (744) and APTC (349) plans in April are now enrolled in May ConnectorCare coverage. Enrolled Members by Plan Type Enrolled Members by Carrier 39% BMC HealthNet Plan (39%) 1 Plan Type 1 () Fallon Community Health Plan (3%) PlanType 2a (1) 2 33% Plan Type 2b (33%) Plan Type 3a (2) Plan Type 3b () 49% 7% 3% Health New England () Neighborhood Health Plan (7%) Tufts Health Direct (49%)

3 April May 2, 218* *Reporting period through April May 2, 218 Source: NTT Data Financial Management System (FMS) All Spans Extract April May 2, 218 Non-Group Dental Enrollment 11,5 9, 6,5 4, 1,5 (1,) (3,5) (6,) 8,597 79,95 79,559 75,439 75,79 77,69 79,911 5,88 3,681 3,325 3,322 (1,427) (1,12) (3,729) (3,729) 9, 8, 7, 6, 5, 4, 3, 2, 1, 45, 4, 35, 3, 25, 2, 15, 1, 5, 39,558 Low Enrollment by Benefit Configuration 18,396 Low Non- 21,784 High Pediatric Pediatric Non- 13% Enrolled Members by Carrier 87% Delta Dental of MA (87%) Altus Dental (13%)

4 May 2, 218* Small Group Medical Enrollment *Reporting period through April 1, 218 Sources: SBSB SHOP Database April 218; DC HBX April 24, 218; NTT Financial Management System (FMS) April 2, (5) (1) 6,264 6,237 6,77 6,196 6,163 6,196 6,139 6,234 6,51 6,4 5,991 5,721 1,464 1,438 1,419 1,394 1,46 1,44 1,396 1,35 1,314 1,35 1,3 1, (87) (72) (52) (48) (22) (4) (37) (78) (39) (3) (87) (59) 8, 6, 4, 2, (2,) (4,) (6,) May June July August September October November December January February March April Group Group Group Enrollment Member Enrollment 1% 9% 7% 3% 1% % Enrolled Groups by Metallic Tier** 4 21% 31% 7% Platinum Gold Silver Brone Enrolled Groups by Carrier*** 3% 1% 13% 23% Blue Cross Blue Shield of MA () BMC HealthNet Plan (3%) CeltiCare (%) Fallon Community Health Plan (1%) Harvard Pilgrim Health Care (13%) Health New England () Neighborhood Health Plan (23%) Tufts Health Direct () Tufts Health Premier () Small Group Dental Enrollment (25) 1,14 1,144 1,141 1,151 1,116 1,119 1,27 1,223 1,219 1,224 1,213 1, (1) (7) (2) (1) (3) (2) (1) (4) (7) (2) (9) (1) 1,4 1,2 1, (2) (4) May June July August September October November December January February March April Group Group Group Enrollment Member Enrollment Enrolled Groups by Benefit Level** Enrolled Groups by Carrier 77% 3% 1 Delta Dental of MA (7) 23% Altus Dental (1) Blue Cross Blue Shield of MA () Guardian (3%) High Low 7 This report was reformatted in December 217 to report small group enrollment for the prior coverage month. Group adds and terms represent a point-in-time snapshot of small group membership and do not include membership retroactivity. ** Group counts by metallic tier/benefit level do not count groups enrolled on the DC HBX or BCBS membership *** Group counts by carrier do not count groups enrolled on the DC HBX

5 Jan Feb Mar Apr May Jan-17 Jan-18 Feb-17 Feb-18 Mar-17 Mar-18 Apr-17 Apr-18 May-17 May-18 Jun-17 Jun-18 Jul-17 Jul-18 Aug-17 Aug-18 Sep-17 Sep-18 Oct-17 Oct-18 Nov-17 Nov-18 Dec-17 Dec-18 Jun Jul Aug Sep Oct Nov Dec % 6 59% % 63% 63% 6 57% % % 82 Seconds % 1% 1% 1% 1 1% % % %.3% 1.% 1.1%. 1. Thousands 2. 2.% 2.1% 3. 2.% 1.7% 2.3% 2.3% May 3, 218* *Reporting period through April 3, 218 Source: NTT Data Customer Experience 15 Call Volume 217 v % Abandonment Rate 217 v % Average Speed to Answer 217 v % Overall CSAT 217 v % 7% 7% 7% 7% 7% 1 5 % % Customer Satisfaction Score Apr 218 1% 1 3% Questions --How satisfied are you with how our customer service representative resolved your issue today? ---How friendly and courteous our customer service representative was today? --How satisfied are you with the knowledge of the customer service representative you spoke with today? --How satisfied are you with the overall service provided to you by the Health Connector today? 6 77% 73% Very dissatisfied Dissatisfied Neither dissatisfied or satisfied Satisfied Completely satisfied % CSR Satisfaction CSR Friendliness CSR Knowledge

6 January May 3, 218* 1, 218* *Reporting period through April December 3, , 217 Source: NTT Data Customer Experience Number of Urgent Services Cases Received (Monthly) Number of Ombudsman Cases Received (Monthly) Total Open Cases as of 4/3/218 Inventory Aging Feb-18 Mar-18 Apr-18 Urgent Services Ombudsman