expanding beyond urban centers: putting the "connect" in the connector (part 2)
TRANSCRIPT
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Danielle Holguin, Matthew Axford, Paula Campbell, and Andre Crombie
Expanding Beyond Urban Centers: Putting the “Connect” in the Connector (Part 2)
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© 2016 Enroll America | StateOfEnrollment.org
• Jesse Lopez• Aurora Coverage Assistance
Network Supervisor, Aurora Mental Health Center
• Carrie Berlin• Outreach and Enrollment
Manager, YWCA of Greater Pittsburgh
• Sofia Castillo• Manager, Certified Application
Counselor, CentroMed
Questions?
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• Subsidiary of Community Health Systems (CHS) working with uninsured in our communities
• 198 Facilities in 29 States• Most located in rural or mid-
sized cities• Average of 600-650 assistors• Providing enrollment assistance
since OE1• Corporate call center
• Assist with identification and appointments
Eligibility Screening Services
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• Difficultly keeping track of appointments
• Managing walk-in traffic
• Call center phone transfers
• Accurately monitoring assistor follow-up
• Confirmation of appointments
Issues Identified During OE1 and OE2
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• Provides a well organized system to track all appointments
• Locations with multiple staff can easily transfer appointments or help to schedule consumers they are not able to assist
• Level the work load• Managers have access to edit schedules as
needed• Unexpected sick days
Tracking Appointments
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• Automatic reminders sent to consumer with appointment details
• Notifications sent to assistor upon appointment creation
• If not initiated by assistor, able to contact consumer for more details prior to appointment
• Missed appointments are indicated within the Connector system for follow-up
• Assisters are able to call in advance and conduct a mini screening over the phone
Missed Appointments
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• Field Staff are not always available to answer potential phone transfers from the ESS Call Center
• Instantly create appointments for assistors in the field
• Notification sent via email to assistor
• Our facility is not always the nearest certified assistor location
Call Center Transfers
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• User activity displayed on dashboard
• Can view specific locations to see activity• Drill down further to see individual assistors
• Able to determine lack of follow-up due to status of appointments and date of appointments
Monitoring Assistors
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67%13
%
11%9%
Appointment Source
ESS Users
External
ESS Call Center
Non-ESS Users
Percentage of Appointments by User
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AL AK AR AZ FL GA IL IN KY LA MS MO NV NM NC OH OK OR PA SC TN TX UT VA WAWVWY
-2%
0%
2%
4%
6%
8%
10%
12%
14%
16%
Column2
Percentage of Appointments by State
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• Worked closely with Marketing department to spread the word about our services
• Link provided on all marketing materials distributed
• Worked with Connector support staff to create ESS-specific widget
• Able to monitor internal traffic from our facility specific webpages
Connecting with the Community
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• Add link to the CMS find local help listings for faster appointment creation
• Create additional widgets to better track appointment source internally
• Utilize outreach event listing
Future Usage of the Connector
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• Recent Appointment Activity
• User Activity
• Enrollment Status of all Appointments
• Historic Data
Dashboard
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• Streamlined our appointment process
• Improved management and tracking of appointment activity across entire organization
• Helped find other assistors in our area or closer to the consumer
• Record positive outcomes
Final Thoughts
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Paula Campbell Associate Director of Marketplace Activities
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What went well during OE3?
• IPHCA Endowment with Enroll America• Get Covered Illinois provided connector
license for assisters in IL.– Health Centers took advantage of this tool.
• Health Center Highlights: Whiteside County Community Health Clinic, Aunt Martha’s, & Heartland Community Health Clinic
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Whiteside County Community Health Clinic
• Goal to enroll 100 individuals, enrolled 535.
• Call center staff• Widget use• Outreach• In reach • Community Networking
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Whiteside End of OE3
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Aunt Martha’s
• Connector allowed themto serve more individuals this OE than in the past withfewer assisters. • Widget allowed the networking and referrals to occur
easily between health centers and other community organizations.
• Connector allowed for easier management of assister staff and their schedules
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Get Covered Connector - Consumer Websites
Find Free Helphttps://www.getcoveredamerica.org
https://getcovered.illinois.gov
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Get Covered Connector Tracking Enrollment Appointments
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Get Covered Connector – Assister Weekly Schedule
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Connector Reports
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Connector Weekly Report
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Connector Report Post OE3
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Heartland Community Health Clinic
• Tested use of connector in the beginning then seen the benefits and fully implemented it.
• Real time updates and reminders for assisters and clients with emails & texts.
• Heartland staff was small and had limited outreach opportunities.
• Closed 372 apt. and enrolled 173
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What's the one thing you plan to do differently for OE4?
• Input health plan company in notes for each client.
• Work with all community networks to incorporate widget on their websites
• Work with front line staff with social services organizations in service area.
• Work closely with hospitals and health departments to utilize assisters.
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Key take a ways:
• Now is the time to share how the connector works with key community organizations
• Now is the time to work on getting widget on community organizations websites and train their front line staff.
• State Branding is important to ensure less confusion among those enrolling.
• Using a scheduling program that also collects other enrollment steps and pulls reports helps show all the work that is being performed by assisters.
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Combined Vision: Rural Outreach• 10 Events 100 Enrolled 1000 Educated
• 7 Public Health Departments and 3 State Funded Agencies• Events Held Simultaneously – 2 hours
• 16K Square Miles – 28 Counties• Get Covered Illinois
• Direct Mail• Press releases• Super Bowl Advertisement
• Local News Print• Grassroots Flyering• Radio Interviews• Branding
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Questions?