today’s SPEAKER

David KoterbaSenior Vice President – Healthcare SolutionsMerrill Corporation

@merrillconnect #enrollmentcomplete

session OBJECTIVES

Objectives:– Review the changes impacting the 2012 Annual Enrollment Period– Identify the keys to effectively managing change– Discuss detailed action items for enhanced communications

Goal: To think differently about how current enrollment Processes can redefine your members’ enrollment

Experience

2012 ENROLLMENT CHANGES AT-A-GLANCE

Health Plans are forced to do more with less, at a lower cost!

EVOLVING REGULATIONS

QUALITY & COST CONTROLS

COMPRESSED TIMELINES

evolving REGULATIONS

• Ad-hoc communications definitions– Customer service correspondences pertaining to unique

questions or issues affecting small groups of enrollees

• Additional formats to convey information to members with disabilities– Braille, Large print, Translations

• Disclaimer Translations– Translated disclaimers required under English disclaimers in

member materials

quality & cost CONTROLS

• Newly defined cost structures have changed the breakdown of Medical Loss Ratios (MLRs) – For 2011 and moving forward, plans must operate within an

85/15 split

• Reduced allocation for staffing, overhead and marketing expenses force plans to look for cost-controlling marketing and communication options that won’t detract from the member experience

• STAR Rating to be included in pre-enrollment materials as well as on ‘Medicare Plan Finder’ website

compressed TIMELINES

keys TO EFFECTIVELY MANAGING CHANGE

keys to EFFECTIVELY MANAGING CHANGE

Managing disparate data into a singular workflow:– Bring all relevant data into a single production data repository

(PDR) – Normalize the data and then run advanced data quality

processes against this consolidated view– Tag each data record with a 2-D barcode– Reporting becomes more streamlined, efficient and is able to

deliver advanced business intelligence

keys to EFFECTIVELY MANAGING CHANGE

Creating highly-targeted communications combining data and external market information:– Append third-party, to available member data, to create a more

comprehensive view– Keep communications assets in an environment that allows for

tight version control – Address updates related to the Affordable Care Act as they

unfold, providing guidance to the member

keys to EFFECTIVELY MANAGING CHANGE

Employing a workflow that combines personalized and static materials in a single production run:– Create communications that are delivered to the correct recipient

within a framework that includes audit and tracking mechanisms– Organize data, campaigns and distributions that accommodate

tightened SLA’s and reporting requirements – Ensure that all data and information is tagged at each step of the

production process

keys toEFFECTIVELY MANAGING CHANGE

Tightly managing inventory levels, controls and cost:– Utilize data to effectively target members with only applicable

materials to eliminate waste and obsolescence– Maintain a real-time view into your materials usage, availability

and distributions– Use historical usage and business intelligence to tighten print

orders and set re-order points driving down overall costs – Allow for a clear understanding of how those materials are being

received in the market as well as by various sales channels

keys toEFFECTIVELY MANAGING CHANGE

Leveraging robust reporting within the materials production and distribution process: – Track and provide enhanced reporting via 2-D barcode

application and monitoring – Utilize Inventory, Agent /Broker, Detailed Pre and Post

Enrollment usage reports to effectively manage costs– Leverage workflow production reports to further enhance

efficiencies based on new market realities– Closely monitor piece level integrity to ensure strict SLA

adherence throughout the enrollment process

enrollment BEST PRACTICES

Manage various data sources through an advanced PDR to normalize, standardize and report on via 2-D barcoding

Create highly personalized and targeted enrollment communications to provide strong member materials

Ensure that enrollment workflows are designed to combine personalized and static materials in a single production run

Maintain accuracy, quality and strict adherence to established service level agreements throughout the enrollment process

Ensure communications are tracked, reported and archived at the record, page and piece level

thank YOU

866-367-9110 | contactMCS@merrillcorp.com | www.merrillcorp.com/enrollment-complete