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Navigator –Certified Application CounselorTECHNICAL ADVISORY COMMITTEE

NOVEMBER 18, 2015

AgendaHBE Updates

Navigator Program Updates

HBE Draft Strategic Plan

Health Insurance Literacy

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Navigator TAC MembersDavid Escame, Amerigroup

Devon Love, Center for Multicultural Health

Linda Tomasheck, Valley View Health Center

Rhonda Hauff, Yakima Neighborhood Health Services

Vicki Lowe, Jamestown S’Klallam Tribe

Whitney Johnson, Foundation for Health Generations

Jessica Rock, Whatcom Alliance for Health Advancement

Char Massong, Swedish Medical Center

John Hamje, Office of the Insurance Commissioner (ex-officio)

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UpdatesOE 3 running smoothly

Moda Coverage through December No new QHP enrollments

Columbia United Providers (Clark County) Medicaid assets acquired by Molina Will withdraw from QHP market in 2016 QHP coverage through December No new QHP enrollments

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Seattle-King County

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2015-16 Lead Organizations

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Navigator applications submitted (10 days)

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QHP New; 980; 19%

QHP Renew; 770; 15%

WAH New; 1836; 35%

WAH Renew; 1630; 31%

Eligibility by Type

*Based on Navigators submitting enrollment forms

Percent that Selected a Plan

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Selected Plan; 1099; 63%

Did Not Select Plan; 651; 37%

% Selecting Plan, of Total QHP Apps

Reason for not selecting a plan

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Affordability; 187; 35%

Error; 42; 8%

Still Shopping; 177; 33%

Referred; 8; 1%

Other; 126; 23%

Reason why customer did not select plan

How did you hear about us?

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Clinic; 1402; 44%

Event ; 77; 2%

Existing Partnership; 753; 24%

Friend/Relative; 336; 11%

Internet; 36; 1%

Marketing Materials; 565; 18%

Email; 5; 0%

How did you hear about us?

Navigator Team Q4 ObjectivesOctober

Resolve LO coverage issues Implement web form and enrollment reports Establish process for extracting and disseminating leads from Healthplanfinder

November Get input on next steps in language access and support needs of Navigators Publish a plan comparison tool Implement LMS and complete Fall training-testing Train/refresh training for enhanced users Implement LO enhanced user support for brokers

December Plan for pilot a “storefront” in January – Tri-Cities Reconcile Navigator-CAC-HCA enhanced user roles Disseminate enrollment reports

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HBE Strategic Plan Short-Term Priorities5 year spending plan

Establish standardized financial reporting

Define “sustainability”

Stakeholder engagement plan

Engage Board in legislative agenda

Improve Committee-TAC engagement

Develop metrics – performance, equity (NTAC priority)

Improve coordination/collaboration across agencies

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Longer-Term HBE/NTAC priorities1-2 YEARS

Expand health literacy efforts

Improve communication and provide tools/access for Navigators/Brokers to resolve customer issues more quickly

Market analysis

Navigator/Broker Drive new enrollment, particularly

QHP Strong retention strategy

Improve communication and provide tools/access for Navigators/Brokers to resolve customer issues more quickly

Create more opportunities and facilitate joint events for navigators and brokers (Board strategy)

2-3 YEARS

Implement decision support tools

Simple, streamlined ticketing and resolution system

Configure navigator program appropriately for the changing needs of Exchange enrollees (Board strategy)

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Strategic Plan Goals/NTAC priorities

Foster equity Maintain existing partnerships and build new partnerships with ties to the hardest-to-

reach populations.

Access to affordable coverage Facilitate discussion among stakeholders, partners and the community on

“affordability” and explore solutions

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Health Insurance LiteracyNAVIGATOR TECHNICAL ADVISORY COMMITTEE

Open Enrollment Prep Health insurance literacy research

◦ Findings:◦ Consumers find terminology, benefits comparisons, and math difficult◦ Consumers don’t switch plans and generally don’t like shopping for insurance◦ The more plans, the harder to choose

Navigator Focus Group◦ Survey guided development; focus group provided targeted feedback on all HL

materials◦ Findings:

◦ Certain ACA concepts still confusing for consumers:◦ Costs◦ Choosing a plan◦ Post-enrollment next step

Open Enrollment Prep Focus group suggestions (overall):

◦ Increased training on Qualified Health Plans◦ More heavy focus on insurance costs throughout year◦ More easy-to-understand information, but cautious of “information overload”

Materials developed for OE:◦ Quick Guide for Immigrants and Refugees (8 languages)◦ Essential Health Benefits◦ Health Insurance Premium Tax Credits◦ Metal Levels and Cost-Sharing Reductions◦ Understanding Health Care Billing◦ You Enrolled in Health Coverage - Next Steps

Enrollment Guide Enrollment Guide: A step-by-step guide through the enrollment process with a Navigator

◦ Developed as a tool to use during the enrollment process◦ Narrative follows common enrollment process Navigators have used

◦ Why insurance is important◦ How does insurance work◦ What benefits are free◦ If you don’t enroll, you’ll pay a fine◦ Eligibility for financial help◦ Tax credits◦ Shopping for plan◦ What to expect after you enroll

HBE Focus for 2015-2016 Materials Evergreen

◦ No dates or FPL charts to eliminate shelf life

Use of graphics instead of images

Focus content on areas where questions/confusion persist

Use online “Partner Toolkit” to house all current materials (print-ready)

Focus Group and Lead Org survey:◦ What materials are/were most helpful in prior OE’s?

◦ Results drove print decisions for OE3◦ 170,000+ pieces of collateral shipped to Navigators in September/October

OE Check In Planned Navigator survey

◦ Using Enrollment Guide? ◦ Helpful/Not helpful?◦ What questions persist?◦ What struggles are encountered in completing enrollment?◦ What tools/other ideas might help?

Thoughts?

Health Literacy Future Direction Now that a materials are posted, what other tools and mediums might be helpful?

Some ideas:◦ Demonstration videos of common questions encountered on HPF

◦ Example: resetting password

◦ Interactive quizzes – highlight terminology that is causing confusion in shopping

◦ Bridge gap between Healthplanfinder and corporate site (wahbexchange.org), where consumer tools are housed

Thoughts?