Retirement Administration Service Center (RASC) Benefits Programs & Strategy Updates CUCRA/CUCEA Joint Meeting April 25, 2016
Ellen Lorenz, Director RASC Michael Waldman, Manager Customer Care RASC Operational Update
The RASC leverages continuous improvement, enhanced technology and self service to increase our members ability to understand, plan for and access retirement plan and retiree health benefits. 67,000 Retirees, dependents and surviving family members 34,000 Former employees $2.8 billion Annual benefit payments 110,000 Telephone calls answered Annually, the RASC supports 20,000 Pieces of written correspondence answered 5,300 Annual retirement elections processed 90,000 Documents scanned and indexed per year 3
As of first quarter 2016 81% Calls answered in 90 seconds or less (Goal: 80%) 6 days Average turn time to respond to correspondence (Goal: 7 days) 89% Customers satisfied or better with their overall experience with RASC (Goal: 80%) 4
Customer satisfaction is trending up. 92% 91% 90% 89% 88% 87% 86% 85% % Satisfied or Better - Q1 2016 91% 88% 87% Jan Feb Mar Training Coaching & Feedback Quality Assurance 5
How we measure satisfaction Categories Measured Overall Experience Listening Skills Professionalism & Courtesy Knowledge Effectiveness Rating Scale Extremely Satisfied Very Satisfied Satisfied Slightly Satisfied Neutral Slightly Dissatisfied Dissatisfied Very Dissatisfied Extremely Dissatisfied Goal: 80% 6
Customer Care Transaction Categories Q1 2016 Category Description # Cases Completed UCRP Retirement Benefits Counseling & Estimates, Address Changes, Benefit Income Statements, Refunds % of Total 18,661 53% At Your Service Password reset assistance, general inquiries 5,699 16% Health & Welfare Medical Plans, Medicare Enrollment 4,822 14% Financial Direct deposit, tax withholding, lost/missing checks 4,198 12% Miscellaneous Inquiries and Document Requests 1,053 3% Retirement Savings Programs Fidelity, Retirement Savings Plan inquiries 696 2% Grand Total 1/1/16 3/31/16 35,129 7
Customer Care Contact Profile Contact Method Customer Type Web/Email 12% Fax/Mail/ Other 6% Inactive Member 7% Did Not Identify 8% Survivor / QDRO 3% Active 13% Telephone 82% Former Employee 23% Retiree 46% 8
Preparing for Retirement RASC Presentations On-site, in-person since mid 2015 o Delivered 19 presentations reaching just over 1,000 employees o Presented six location-specific webinars reaching 230 employees (150 of those at UC Davis Med Center) o On average, 94% of respondents were either Very Satisfied or Satisfied with the presentation Webinar (hosted) o Offered on second and fourth Tuesdays of every month from 10:00 a.m. to 12:30 p.m. Pacific On-demand web o Available on UCnet (Compensation & Benefits, Preparing for Retirement) 9
Retiree Demographics Reports In March, August and December, a file listing all benefit recipients from each location is shared with the campus retiree centers (see next page) Due to a privacy commitment made to our members many years ago, we are prohibited from sharing email addresses with anyone. An enhancement to the retirement election form was made in 2016 that could allow us to share email addresses in the future, however legal advice confirms we must have an opt-out option for this to be in place. Our current systems have no capacity to support an opt-out process. 10
Retiree Demographics Report Recipients Campus Three times a Recipient year, a file listing all benefit Department recipients from each location is Berkeley, shared LBNL with the Cary retiree Sweeney centers UCB Retiree Center & OP Summer Scanlan San Francisco Louis Gutierrez HR Benefits Davis Brenden Hennessey Marjorie Ahl UCD Retiree Center Los Angeles Jonathan Bates UCLA Retirement Center Riverside Alyssa Cotter Alumni & Constituent Relations San Diego Suzan Cioffi UCSD Retiree Center Santa Cruz Virginia Rivera University Relations Gift Planning Santa Barbara Debra Martin Human Resources Irvine Jeri Frederick Human Resources Merced Marjorie Ahl UCD Retiree Center 11
Questions?
Stephanie Rosh, Manager Retiree Insurance Program UC and Medicare
UC s Medicare Mandate and Why All retirees age 65 or older who are eligible for Medicare Part A premium-free, must enroll in Medicare Part B Why? Assigning a member s Medicare to their UC Medicare plan makes Medicare primary in the processing of claims and allows UC to offer all retirees reduced plan premiums and in some cases, a Part B reimbursement Helps to make retiree insurance a sustainable program 15
Four Typical Age-in Scenarios 1. Member is 65 and continues to work 2. Member is 65 and retiring 3. Member turns 65 after retirement 4. Member is 65, retired and returns to work UC mails a letter 90 days before member s 65th birthday If no response: Second letter sent 30 days before age 65 Still no response: RASC calls member 16
Age 65 If you continue to work 1. Enroll in Medicare Part A if it is premium-free* 2. Defer Medicare Part B 3. Continue in your UC employee health plan 4. For an enrolled spouse, follow steps 1-3 5. For an enrolled domestic partner, call Social Security for options *If enrolled in the Health Savings Plan, Medicare enrollment (even Part A only) will disqualify participation 17
Age 65 If you are Retiring Within 60 days of your retirement date 1. Complete Request for Employment Information form and take to Social Security for your Medicare enrollment 2. Fill out UC s Medicare assignment form for your current health plan and send a copy to UC 3. If you are in Health Savings Plan or Western Health Advantage complete UBEN100 form to enroll in any UCsponsored Medicare plan; some are dependent on your zip code 18
Requirements to Continue Insurance at Retirement o 120 DAYS - Must retire within 120 calendar days from Date of Separation o MONTHLY PENSION - Will receive a monthly benefit at retirement. No lump sum cashouts. o ENROLLED/ELIGIBLE FOR INSURANCE Must be enrolled in (or eligible for) medical, dental, vision, legal and/or AD&D immediately prior to termination of UC employment. 19
Not Eligible for Part A Premium Free 1. Go to Social Security and ask them for a denial letter. Send this letter to UC. Go early - this process could take 3 to 4 weeks 2. As a retiree, you will stay enrolled in the non-medicare version of your current plan 3. If you become eligible through a spouse or a deceased spouse s work record later, you may enroll in the Medicare plan and receive a Part B reimbursement, if applicable 20
Age 65 If you are Already Retired 1. Go to Social Security or enroll online in Medicare Parts A and B before your 65th birthday 2. Fill out UC s Medicare assignment form for your current health plan and send a copy to UC 3. If you are in Health Savings Plan or Western Health Advantage complete UBEN100 form to enroll in any UC-sponsored Medicare plan; some are dependent on your zip code 21
Age 65 If you are a Rehired Retiree 43.75% time appointments Your pension check, enrollment in Medicare (if applicable) and retiree benefits continue Over 43.75% or qualifies under 1,000 rule You are eligible for UCRP and for employee benefit plans. You would suspend your pension check and continue to accrue additional service credit If above Retiree opts out of employee medical plan You would be eligible for Original Medicare only, not eligible for any UC-sponsored medical plan 22
UC s Medicare Compliance Rate 99% compliance rate in first quarter 2016 Of 497 UC retirees, survivors, disabled members and enrolled dependents who aged into Medicare, only 1% (5 retirees) did not comply. After the second letter and calls from RASC, those who do not comply are moved to a non-medicare plan and charged $419.60/month. This fee offsets the loss UC experiences by having a Medicare-eligible person in a non-medicare plan If no response after 3 months of the offset fee, member is terminated from their UC medical plan 23
Improving Medicare at UC Medicare Communications Task Force Joel Dimsdale, Hala Douglas, Gerald Kominski, Stephanie Rosh, Joan Tellinghuisen and Michael Waldman Main goal improve communications o Medicare Factsheet updated format January, 2016 o RASC Customer Service started calls to members who don t respond to the first Medicare age-in letter Effective 4/15/16 - HealthCare Facilitator Assistance o Main goal improve compliance and avoid penalties 24
Questions?
Mark Esteban, Director, Benefits Programs Terri Flock, Senior Consultant Health & Welfare Planning & Financials
2016 Retiree Enrollment UC covers 9,264 Non-Medicare Retirees and 33,501 Medicare Retirees under the medical program. The charts below show the distribution of those retirees by medical plan. Non-Medicare Retirees WHA HMO 5% Health Savings Plan 1% Core 4% Medicare Retirees OneExchange 12% UC Care 25% Health Net Blue & Gold 32% Kaiser 27% Medicare PPO 22% High Option 12% Medicare PPO No Rx 1% Kaiser HMO 33% Health Net 26% Health Savings Plan Core Medicare PPO Medicare PPO No Rx Health Net Blue & Gold Kaiser HMO High Option Health Net UC Care WHA HMO Kaiser OneExchange 27
2017 Medical Program Bid 28
Objective and Strategy Evolving health insurance and health care delivery marketplace UC commitment to provide access to high-quality health care o Enable and further move the UC delivery system and UC employee self-funded health plans to become higher quality and more cost effective leaders in care delivery 29 29
Scope of 2017 Medical Program Bid Evaluate vendor options for claims and network provider administration (medical, pharmacy and behavioral health) Formal Request for Proposal (RFP) for administration effective January 1, 2017: o Core o UC Care o Health Savings Plan o Medicare PPO o Medicare PPO without Prescription Drugs o High Option Supplement to Medicare Currently administered by Blue Shield of California for medical/prescription drugs and by Optum for behavioral health in UC Care and Health Savings Plan. Blue Shield currently administers behavioral health for Core. (NOT INCLUDED: Health Net, Kaiser, Western Health Advantage (WHA), Optum Behavioral Health Carve-out for Health Net, Kaiser and WHA, OneExchange Medicare Coordinator Program) 30 30
2017 Medical Program Bid Executive Sponsors Nathan Brostrom Executive Vice President Chief Financial Officer Rachael Nava Executive Vice President Chief Operating Officer John Stobo MD Executive Vice President UC Health 31 31
RFP Timeline Activity Dates RFP Issued December 2015 Proposal Deadline January 2016 Award April 2016 Implementation Begins in April 2016 Effective Date January 1, 2017 32 32
2017 Medical Program Awarded Vendors Effective January 1, 2017 Anthem Blue Cross o New medical and behavioral health claims administrator and network provider o Behavioral health for UC Care and Health Savings Plan integrated back into the plan OptumRX o New pharmacy benefits administrator (Blue Shield of California and Optum Behavioral Health will no longer provide benefits) 33 33
How the Vendor Changes will Affect Retirees in Core, UC Care, Health Savings Plan, Medicare PPO, Medicare PPO without Prescription Drugs and High Option MedicarePlans No affect to any benefits, network or costs for 2016 These plans will continue to be available in 2017 Anthem Medical and Behavioral Health provider networks similar to Blue Shield s and Optum s Anthem will be working to actively minimize any provider disruption Medications currently covered will continue to be covered by OptumRX ; some prescription copays may increase or decrease depending on the medication. Details for ALL UC 2017 plans, including changes in benefits and costs, still being finalized and will be available this Fall and during Open Enrollment 34 34
2017 Medical Program Plan Line-up 2017 Non-Medicare Plans 2017 Medicare Plans UC Care PPO Medicare Core PPO Medicare without Rx Health Savings Plan High Option Supplement to Medicare Health Net Blue & Gold HMO Kaiser Senior Advantage Kaiser HMO Health Net Seniority Plus WHA HMO OneExchange Medicare (outside CA) 35 35
Questions?
Kris Lange, Director Benefit Programs Vendor Management Benefit Programs Vendor Management Update
OneExchange Medicare Coordinator Program for Medicare Retirees/Family Members who live outside of California 38
Medicare Exchange Overview The overall objective of the UC Medicare Coordinator Program (MCP) is to provide medical plan options for Medicare Annuitants and their Medicare Family Member(s) who reside outside of CA. Prior to the program, they had access to only two, high cost Medicare Supplement Plans (High Option and Medicare PPO) and NO Medicare Advantage Plans (MAPD). The MCP is not part of the State Exchange; nor is it part of the Affordable Care Act Marketplace. 39
Medicare Exchange Overview UC contributes $3,000 annually ($250 per month) per person to the MCP Health Reimbursement Arrangement (HRA). Annuitants who are subject to graduated eligibility will receive a percentage of the HRA contribution. If the Annuitant is covering eligible Family Member(s) UC will make an additional contribution to a joint HRA for each family member. Funds in the HRA can be used for any IRC 213(d) covered expenses. 40
Medicare Exchange Overview OneExchange was contracted to assist out-of-state UC Medicare Annuitants OneExchange is also responsible for administering the HRA component and providing customer service support by managing ongoing issues and questions. UCOP Benefit Programs continues to manage the program with OneExchange; regular calls and meetings to resolve issues 41
Enrollment Plan Details: 2015 Plan Year Plan Type Enrollment Average Premium Medigap 3,377 $176.00 MA/MAPD 644 $48.00 PDP/Rx Plans 3,013 $29.00 Kaiser 120 N/A 94.3% of participants were able to cover 100% of their premium cost with the UC-funded HRA. 42
Enrollment Plan Details: 2016 Plan Year Plan Type Enrollment Average Premium Medigap 3,629 $184.00 MA/MAPD 699 $48.77 PDP/Rx Plans 3,262 $29.47 Kaiser 140 N/A 89.6% of participants are able to cover 100% of their premium cost with the UC-funded HRA. 43
Individual Medicare Plan Premium Trends Medigap: Average increase of 5-8% annually MA/MAPD: Average annual increase over the last 5 years is around 1.6% PDP/Rx Plans: Average annual increase over the last 5 years is around 1.6% 44
2016 Medical Plan Satisfaction Survey Industry Standard CAPHS survey instrument: Non-Medicare Retirees Launched April 11 Email delivery to those with UC emails; otherwise paper Medicare Retirees Launched April 20 USPS delivery, with telephone follow-up 45
UCOP Health Care Facilitator Program 2015 Issues by Member Type 59% 41% Employee & family Retiree & family Retirees accounted for 41% (9,020) of all issues handled by Health Care Facilitators (HCF) during 2015 The mission of plan education and escalated problem resolution remains the focus of the HCF program in 2016 and beyond 46
Questions? Questions? 47
Thank you