march 2020 navigator/cac monthly webinar• fy 2021 navigator outreach and enrollment grant program...

Navigator/CAC Monthly Webinar

March 4, 2020

The webinar will begin at 12:30. If you can see this screen you are prepared to participate.

The webinar is not being recorded, but this PowerPoint will be available on Assister Central

Program updates

2

• Navigator payments have been processed• Agencies with direct deposit should see those payments

in their accounts shortly• Payment statements are being sent to the payment

coordinator listed in AMP

• FY 2021 Navigator Outreach and Enrollment Grant program applicant webinar:• Thursday, March 5 at 11:00 a.m.• Only agencies that submitted a Letter of Intent by

February 13 are eligible to submit a proposal• More information on the RFP on the Assister Funding

Opportunities webpage

2020 Open Enrollment Assister Experience Survey: Navigator and CAC Preliminary Results

Who took the survey?

4

• 634 complete responses from all assisters (brokers, navigators and certified application counselors)

• 334 responses from navigators and CACs

• Response rate about the same from last year’s open enrollment survey

% of Survey Responses

# of Responses

% of Certified During OE

Navigators 78% 261 42%

CACs 22% 73 18%

Regions where navigator/CAC assistance is offered by survey respondents

5

6%

8%

7%

19%

11%

17%

13%

46%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Southeast

South Central

Southwest

Central

West Central

Northeast

Northwest

Twin Cities Metro

Open enrollment periods navigators/CACs have been certified

6

84%

73%

57%

47%

41%

32%

30%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

OE 7 (2019-2020)

OE 6 (2018-2019)

OE 5 (2017-2018)

OE 4 (2016-2017)

OE 3 (2015-2016)

OE 2 (2014-2015)

OE 1 (2013-2014)

During open enrollment, number of households assisted with a MNsure application, renewal, life event, or other type of assistance?

7

5%

45%

28%

10%

12%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

None (Admin or Support Staff

0-5 (about 1 household a day in a typical week)

6-15 (up to 3 households a day in a typical week)

16-25 (up to 5 households a day in a typical week)

26 or more (more than 5 households a day in atypical week)

What was your experience with METS (the online application) during 2020 compared to 2019

8

19%

11%

50%

20%

0% 10% 20% 30% 40% 50% 60%

Not applicable- not ceritified in 2019

Not improved

Somewhat improved

Much Improved

How was your experience using the new shopping and enrollment technology during the 2020 Open Enrollment?

9

1%

4%

48%

23%

24%

0% 10% 20% 30% 40% 50% 60%

Mostly negative

Somewhat negative

Neutral

Somewhat positive

Mostly positive

How often did you help a QHP-eligible consumer submit a change/life event to MNsure

10

31%

41%

24%

4%

1%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Never

Less than once a week

A few times each week

Nearly every day

More than once a day

How frequently was a consumer you were working with able to reset their password without contacting MNsure?

11

16%

21%

32%

20%

11%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Did not try

Never

Rarely

Sometimes

Frequently

Helpfulness of MinnesotaCare automated option for case information

12

46%

15%

26%

12%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Not aware

Not very helpful

Somewhat helpful

Very helpful

How often did consumers need help with…

13

Frequently Sometimes Rarely Never

Determining whether they already had an online account with MNsure 51% 32% 8% 9%

Finding out their username and/or resetting their password 55% 27% 5% 13%

Creating an online account 60% 25% 6% 8%

Creating an online account through the manual account creation process

30% 32% 18% 20%

Correcting an application that was already submitted 17% 31% 25% 28%

How often did consumers need help with…

14

Frequently Sometimes Rarely Never

Following up on application status or pending application 44% 33% 10% 13%

Submitting verification documents 41% 28% 16% 15%

Paying MinnesotaCare premiums 16% 23% 25% 36%

Explaining notices received from MNsure, DHS or the county 58% 24% 9% 10%

Ending their current coverage 8% 15% 28% 50%

Filing an appeal 2% 9% 26% 63%

Consumer’s insurance status

15

Frequently Sometimes Rarely Never

Had insurance for 2019, but was new to enrolling through MNsure for 2020 20% 46% 20% 13%

Renewing QHP coverage through MNsure and continued with the same plan for 2020

17% 30% 19% 35%

Renewing QHP coverage through MNsure and selected new plan for 2020 7% 27% 24% 43%

Actively renewing (need to renew) Medical Assistance orMinnesotaCare coverage

63% 20% 5% 12%

Consumer’s insurance status (continued)

16

Frequently Occasionally Rarely Never

Passively renewing (auto-renewal) Medical Assistance or MinnesotaCare coverage

34% 32% 17% 17%

Transitioning between QHP and public program coverage (i.e. experienced a change in income)

21% 38% 17% 25%

Seeking insurance for 2020 after a gap in coverage 23% 39% 21% 17%

Seeking to cancel QHP coverage through MNsure for 2020 – had other coverage

2% 12% 27% 58%

Seeking to cancel QHP coverage through MNsure for 2020 – did nothave other coverage

3% 11% 22% 64%

Importance of factors in choosing a QHP

17

Frequently Sometimes Rarely Never

Monthly premium 62% 11% 6% 22%

Amount of tax credit 40% 24% 9% 27%

Annual deductible 50% 18% 7% 25%

Provider network 32% 28% 14% 26%

Prescription drug coverage 37% 23% 14% 26%

Preference for a particular health insurance company 18% 32% 21% 29%

Did you call the ARC on a Thursday evening and/or on a Saturday during OE?

18

10%

71%

13%

13%

0% 10% 20% 30% 40% 50% 60% 70% 80%

I do not remember

No

Yes, on Saturday

Yes, on Thursday

Satisfaction with the Assister Resource Center

19

3%

19%

28%

50%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Not Satisfied

Neutral

Somewhat satisfied

Very satisfied

How often do you need to call the ARC when assisting a client?

20

8%

12%

28%

33%

18%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Never

Rarely

Sometimes

Frequently

Nearly every time

How often do you use Assister Central?

21

22%

26%

25%

16%

11%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Rarely or never

Less than once a week

A couple of times a week

Nearly every day

More than once a day

Fall 2019 Assister Assemblies

22

2%

32%

66%

Attended and found the experiencenot helpful

Attended and found the experiencesomewhat helpful

Attended and found the experiencevery helpful

About 45% of navigators and CACs participating in the survey attended an Assister Assembly and almost all of those who attended found them very helpful or somewhat helpful:

Thank you!

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