Supporting Consumers After Enrollment (Part 1) Renewal and Retention

Transcription

1 Supporting Consumers After Enrollment (Part 1) Renewal and Retention June 25, :30 am 9:30 am In order to hear the presentation please call , access code # All Participant Phone Lines are Muted at This Time

2 Supporting Consumers After Enrollment (Part 1) Renewal and Retention Outreach and Enrollment Network Webinar June 25, 2014 Michigan Primary Care Association

3 Upcoming O/E Network Webinar Series Supporting Consumers After Enrollment (Part 1): Renewal and Retention June Supporting Consumers After Enrollment (Part 2): Education and Resources for Using New Coverage July Creating an Outreach Workplan August

4 Today s agenda: Coverage and Renewal Numbers Renewal Timelines Health Insurance Marketplace Medicaid Educating Consumers about the Renewal Process Q&A

5 Enrollment during the first Open Enrollment Period Nationwide, 8 million Americans enrolled in Marketplace coverage 6 million have enrolled in Medicaid or CHIP

6 In Michigan Health Insurance Marketplace: 272,539 Michigan residents enrolled as of April 19, 2014 Healthy Michigan Plan: Over 307,000 enrolled as of June 23, 2014

7 Outreach and Enrollment Assistance at Health Centers July 2013 March 2014 Consumers Assisted 81,719 Applications Submitted 21,452 Enrolled in a Health Plan 15,695

8 Retention Once consumers are enrolled, staying covered isn t guaranteed. Administrative barriers Cost Not knowing how to navigate the health coverage system Benjamin D. Sommers. Enrolling Eligible Children in Medicaid and CHIP: A Research Update. Health Affairs, 29, no.7 (2010):

9 Who will need assistance with the renewal process?

10 Difficulties with Renewing

11 Renewal Timeline: Health Insurance Marketplace Initial Enrollment Period Oct 1, March 31, 2014 Redetermination Sept 1, 2014 Nov 14, 2014 Renewal Nov 15, 2014 Dec 15, 2014 Annual Open Enrollment Nov 15, 2014 Feb 15, 2015

12 Renewal Timeline: Health Insurance Marketplace Redetermination Notices: 1. Letter sent from Health Insurance Marketplace that indicates renewal begins on November 15. For those receiving Advanced Premium Tax Credit (APTC), the letter also indicates what the tax credit will be if there are no changes from last year s income 2. Letter from Issuer indicating the need for renewal and cost of plan (without APTC)

13 Renewal Timeline: Health Insurance Marketplace Review, Sign, and Submit within 30 days The Marketplace notifies the consumer of its final decision. Consumers have days to appeal regarding the final decision. During Open Enrollment, consumers can view other plans and change plans, if desired.

14 Renewal Timeline: Health Insurance Marketplace TIP: It is important for enrollment assisters to make sure that people who are renewing coverage have the tools they need to assess whether their coverage is working for them and how to change their coverage.

15 Renewal Timeline: Medicaid Annual Renewal Process: Individuals and families who are enrolled in MAGI-related categories of Medicaid will have their eligibility reassessed every 12 months.

16 Renewal Timeline: Medicaid Pre-populated Renewal Form Sent If determined to still be eligible for Medicaid, the consumer is re-enrolled If no longer eligible for Medicaid, the consumer is assessed for other coverage and account information is transferred If form is not returned, the consumer s coverage will be cancelled

17 Educating Consumers about the Renewal Process Establish a systematic way for staff to remind consumers about their coverage renewal date and/or the Open Enrollment period , text or voice message reminders are cost effective tools. Inexpensive phone plans and government assistance phones provide cell phone service to low-income households.

18 Educating Consumers about the Renewal Process Add a tickler or alert to each patient s medical record that staff can see when patients come in for appointments

19 Educating Consumers about the Renewal Process Use social media to promote messages that inform about reporting life changes and renewal processes

20 Educating Consumers about the Renewal Process Use appointment cards and rewritable magnets as reminders during enrollment Hang posters in waiting rooms and use mailings to communicate with patients at time of renewal

21 Educating Consumers about the Renewal Process Use an Enrollment Quality Survey to ensure that consumers understand the renewal message

22 Educating Consumers about the Renewal Process Develop materials geared toward your clients that highlight the key aspects of the renewal process and that explain the procedure consumers must follow to report changes in income or life circumstances

23 Case Example: Stopping the Leak: Keeping Michigan Kids Enrolled in Medicaid and CHIP though the use of Mobile Technology Children s Health Insurance Program Outreach and Enrollment Grant- Cycle 2 6/25/2014

24 Grant Focus The grant focuses on three simple steps: 1. Ensure families understand how and when to reapply for coverage 2. Remind families to renew as their redetermination date(s) approaches 3. Offer assistance with redetermination for families over-the-phone and at their Health Center

25 Why utilize Mobile Technology?

26 Mobile Phone Usage 91% of adults own a cell phone 56% of adults own a smartphone

27 Process The messaging process follows a standardized format each month. Clients receive a text message during the month before they are due to renew Those who reply with STOP are removed from our call list. Those who reply with RENEW are texted back information on how to complete the process. Those who do not respond to the initial text receive a voice message during the same week. Those who do not respond to the first voice message receive a second voice message during the month their child s insurance will expire

28 CHIPRA 2 Retention Rates 95.00% 85.00% 75.00% 65.00% 55.00% 45.00% MPCA Project Group State Comparison Group Retention Average 35.00% 25.00% The MPCA Project Group has an 88% average retention rate; compared to the State Comparison Group s 78% average retention rate.

29 Final CHIPRA Report MPCA is in the process of developing an online training module for agencies interested in learning how to replicate or implement similar programs All MPCA Members will be notified when the module is available!

30 Questions? Julie Tatko, MSW Program Specialist MPCA Lydia Ormsby, MSW Program Coordinator MPCA