Outreach & Enrollment Planning Pre-Enrollment Season!

I.                    Maryland Enrollment

400,000+ Enrolled for 2015

• o   125,000+ enrolled in Qualified Health Plans (QHPs) (from 11/15/14 to 5/12/15). Enrollment continues with life changes.
• o   87% eligible for financial assistance, up from 80% a year ago
• o   275,000+ enrolled in Medicaid through Maryland Health Connection (11/15/14 to 5/12/15).
• o   Special Tax Enrollment Period: 4,709 QHPs (3/15/15 to 4/30/15)

Maryland Health Connection's Social Media

• o   16,000+ both Facebook and Twitter Followers
• o   Audience best reached were "young invincibles", their parents, African-Americans and Latinos

Adam Jones Radio Ad Last Enrollment Season (which MACHC helped sponsor with Maryland Citizens' Health Initiative)

• o   Visitors on the weekend of Jones ad/press conference increased by 2,000 from prior weekend
• o   Website conversations from MHC and on Pandora spiked after ad began to 1,193, up from 228 the day prior

Ongoing Need for Improved Customer Service and Consumer Assistance

• o   Many consumers need help with online application. 25% of online applications incomplete since they needed help! This is where YOU come in!
• o   Most consumers in need of help want to talk to someone:
  • More than 1/3 want to speak to phone rep for assistance
  • More than ¼ want in person assistance
  • o   Greatest difficulty in application process: 40% have trouble calculating income
  • o   Selecting health plan: More than half report having some trouble
  • o   Volume in Call center: Despite high functioning website, almost half million calls in three month during OE2.
  • o   In-person assistance: Outreach and Enrollment workers assistance thousands at enrollment events, store-fronts, local health departments, social
  • o   Services offices, clinics, hospitals, libraries, one-stop career centers

II.                  Outreach & Enrollment For Outreach & Enrollment Season 3 (OE3)

Top Ten List for OE

1. a.       Create a Follow-up Program
2. b.      Utilize Research & Tools
3. c.       Have a Consistent Message
4. d.      Collaborate with Partners & Coalitions on Planning
5. e.      Build New Relationships with Partners
6. f.        Know Your Political Climate
7. g.       Make an Internal Work Plan
8. h.      Know Your Community
9. i.         Set Goals & Objectives
10. j.        Train your Staff!

Opportunities for Creativity and Greater Efficiency:

• o   Faith Community Health Network
• o   Brokers
• o   Consumer assistance hubs
• o   Incremental website improvements

Outreach & Enrollment Training Resources:

• o   National Immigration Law Center
• o   National Family Planning & Reproductive Health Association
• o   In the loop: Connecting the Enrollment Community
• o   Enrollment America
• o   Families USA
• o   CMS
• o   Health Resources & Services Association

Adulting Learning: Toolkit from NQ Center for Public Health Practice

OE Goals & Objectives

• o   Your outreach strategy should be designed to achieve specific goals:
• o   Articulate what your program intends to achieve
• o   Illustrate what needs to be accomplished
• o   Offer insight into how to utilize resources

What are some outreach goals?

1. 1.       Raise the communities' awareness of OE3
2. 2.       Obtain buy-in from key stakeholders to actively promote OE3
3. 3.       Increase the consumers knowledge of health care and OE3

Have an Execution Plan

• o   Identify Key Players
• o   Set Goals and Objectives
• o   Map Target area and venues and schedule events at those targeted areas (Use ASPE zip code level enrollment data)
• o   Disseminate message to community
• o   Build your Coalition

Messaging for Follow Up

Renewals:

• o   Confirm they get covered
• o   Find out if they were affected by a life changing event
• o   Pre-book appointments

New Consumers:

• o   Promote educational events
• o   Find out if they were affected by a life changing event
• o   Pre-book appointments

Outreach & Enrollment 6/5/2015 Call Update:

Thank you to those who called into the O/E Conference Call today. There are a few questions that we have that need addressing. Please find the information about the NEW CAC Training:

The new CAC training will likely take place in the September time frame.  However, MHBE is aware that we may have folks that need training prior to then.  On the last ACSE monthly call, MHBE's Director of Operations, Leslie Lyles Smith, asked for the ASCEs to provide MHBE with a count or list of folks that need training now. ASCEs were to send the list to mhbe.training@maryland.gov. 

Post collecting all responses, MHBE is going to see if they could work out a training in between to cover them.  If MHBE are able to put together a training in between that group will however have to take the system training again as the system training will contain all of the new system enhancements for open enrollment.  
***Please note that this means that the June Training is for existing and already certified CACs for new system updates, not a new training!

Please note that all Connectors are still operational; those of you who had been partnering with another entity for Navigators and lost their partnership, please remember that the partnership from their end was linked to Connector. So please contact your Connector if you wish to partner with them for Navigators!

Utilize the following number for help with Identity Proofing Issues. Make sure to have all identifying and required consumer documents scanned online prior to contacting the number for help.
1-800-625-7138.

All Maryland CACs: 

Due to unforeseen circumstances, Maryland Health Benefit Exchange's ACSE monthly meeting has been cancelled for Monday, April 27th. The call/meeting will meet next month on the fourth Monday of June.
June 22, at 10am. 

Title: MHC-Application Counselor ILT System Training

Locator Number: 795

Date: June 25th, 2015

Time 10:30 am - 1: 30 pm

Registration close date/time: 6/22/2015 @ 12:00 am

Requirements for Webinar Completion:

1.    You must attend the webinar session in their entirety. Participants who miss more
than 15 minutes of the webinar, as captured by entry and exit times throughout
the session, will not receive completion status for the training.  For example, if a participant enters the online meeting space after 9:15 am for a webinar start time of 9:00 am, he or she will not receive credit for the training. 

Participants must participate in the webinar through the Webex Meeting space and by phone for audio. If you are on the phone the entire time, but not signed into the
WebEx, you will not receive credit for the training.  For this reason, we encourage you to remain logged into the online event during scheduled breaks and Q&A sessions. 

 2.    You must log into the session on an individual computer with a complete and
accurate last name, first name, and email address. When joining the session, 
please enter the same name and email address you used when registering for the
webinar on The Hub.

Participants who share a computer to attend the webinar will not receive completion status for the training, because their names and email addresses will not be captured
in the webinar attendance report. 

3.    Only participants who completed the required prerequisites and registered for the webinar through The Hub, before the registration deadline date and time, and satisfied the attendance requirements listed above will receive credit for completing the webinar.
 
4. Only registered participants will receive an email on how to access the webinar, to the email address that was used to register in The Hub, at least 24 hours before the
start of the webinar. 

Thank you,

Maryland--Call Center Note:

Direct Line for Navigators and CAC to MHBE Call Center--Regarding the Call Center # 844-224-6762 It should be noted that: If you need customer assistance from the call center, CAC's should call this number.