making the connection: how centralized scheduling benefits consumers, assisters, and the enrollment...

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EnrollAmerica.org | GetCoveredAmerica.org 4-30-15

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Making the ConnectionHow Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community



Issue Brief Released Today

• Experiences from first year with the Get Covered Connector

• Value of scheduling tools for consumers and assisters

• Consumer behavior, needs, and preferences

• Action steps for OE3



Agenda

I. Welcome Jenny Sullivan (moderator), Director, Best

Practices Institute, Enroll America

II. Enrolling Charlotte With An Assist

from the Connector

Julian Cernuda, Affordable Care Act Advocate,

Legal Services of Southern Piedmont

III. Planned Parenthood’s Multi-State

Experience Using the Connector

Stacy Berger, ACA Campaign Manager, &

Allyson Raines, Organizing and Electoral

Campaigns Coordinator, Planned Parenthood

Federation of America

VI. Insights from the Connector:

Consumer Behavior and Preferences

for In-Person Assistance

Molly Warren, Senior Policy Analyst, Best

Practices Institute, Enroll America

V. Q&A Submit your questions anytime using the chat

box.



Get Covered Connector



Get Covered Connector Use During OE2



Value of the Connector to Assisters

• Customized widget, hotlines, getcoveredamerica.org

Increased visibility for in-person help

• Texts and emails to all consumers with an appointmentAppointment reminders

• Match assister supply with consumer demand, balance outreach and assistanceCoordination and planning

• Organizing tool, enhanced communication and coordination across partnersStrengthening coalitions

• Harnessing data to improve assistance and outreach programs

Date reporting and monitoring



II. ENROLLING CHARLOTTE WITH AN ASSIST FROM THE CONNECTOR

Julian Cernuda, Affordable Care Act Advocate, Legal Services of Southern Piedmont



Background on LSSP and Enrollment Efforts

• Who are we? What do we do?

• Member of the “Big Tent” • Coalition of 100+ non-profit organizations involved in

ACA implementation in North Carolina• Statewide appointment scheduler number

• Get Covered Mecklenburg • 15-20 non-profits involved in Charlotte area

enrollment efforts



Connector Value for Consumer

• Additional option to schedule appointment• Statewide number and consumer-facing widget

• Centralized area Navigators, CACs, and In-Person Assisters appointments and enrollments sites

• Zip Code • Desired date of appointment • Do-it-yourself

• Outreach Events• Festivals• School events• Resource Fairs



Connector Value for LSSP and Partners

• Before and after the Connector:



Connector Value Outside Open Enrollment

• Connector tool has year-round value and utility • Pull reports on appointment information• Follow up tool for complex client enrollment issues or

pending Marketplace health coverage alternatives

• Most recently: • Reaching out to enrolled consumers and inviting

them to our Health Literacy presentations• Communicating new Special Enrollment Periods



LSSP Best Practices

• Great tool to incorporate into existing ACA implementation plans

• Easily sharable with consumers and partners

• Year-round value



III. PLANNED PARENTHOOD’S MULTI-STATE EXPERIENCE USING THE CONNECTOR

Stacy Berger, ACA Campaign Manager, and Allyson Raines, Organizing and Electoral Campaigns Coordinator, Planned Parenthood Federation of America



Background on PPFA and Connector Tool

• Comprehensive education and enrollment campaign

• 21 affiliates engaged with the Connector Tool

• National level technical support



Value of the Connector Tool for PPFA

• Universal tool for promotion of assistance• Broad adoption of Connector Tool led to cross

promotion of services• Streamlined reporting mechanism

“The Connector Tool was AMAZING! I consider our utilization of the Connector Tool to be the key reason why

we had more enrollments in OE2 than in OE1.” – Planned Parenthood, New York



PPFA Best Practices from OE2

• Conducted phone screening and reminder calls and tracked results in the Connector

• Promote the Connector Tool as the most comprehensive place for consumers to be connected to local enrollment assisters



PPFA Lessons Learned for OE3

• Centralize all assister schedules and actions

• Close appointments and apply a disposition for each consumer’s outcome

• Promoting in-person assistance is a key tool to enrolling consumers



VI. INSIGHTS FROM THE CONNECTOR: CONSUMER BEHAVIOR AND PREFERENCES FOR IN-PERSON ASSISTANCEMolly Warren, Senior Policy Analyst, Best Practices Institute, Enroll America



Finding Insights from Connector Data

Connector Data in OE2

• 498,169 appointments offered

• 61,847 appointments scheduled

• 36,207 appointments with outcome

data

Insight into Consumers’

Behavior and Preferences

• Appointment outcomes

• Distances to in-person assistance

• Popular appointment times and

days

• Behavior changes surrounding

deadlines



Appointment Outcomes

3 in 10 consumers did not

attend their appointments: half

cancelled, half were no-shows.

7 in 10 consumers completed

their appointment as

scheduled, about half of which

ended with an enrollment.



Distances to In-Person Assistance

• Consumers traveled an average of 4.5 miles to an appointment.

• 43% of uninsured 18-64-year-olds lived within 10 miles of a Connector appointment.

• 77% of uninsured 18-64-year-olds lived within 10 miles of any kind of Connector assistance location.



Popular Appointment Days and Times

• 84% of appointments offered in the Connector were during the week.

• Weekend appointments were almost twice as likely to be filled and enrollment rates were 20% higher on weekends compared with weekdays.



Behavior Changes Surrounding Deadlines

Consumer Appointments and Enrollments During OE2



V. QUESTIONS?



Enroll America’s Tips for Using Centralized Scheduling Tools

1. Commit to using a tool early.

2. Designate a point-person.

3. Post schedules as soon as possible.

4. Make more appointments available weekend mornings, especially those

immediately preceding enrollment deadlines.

5. Train staff, but provide ongoing support.

6. Develop a robust outreach strategy.

7. Remind consumers about upcoming appointments.

8. Commit to regular data entry.

9. Use data to better meet consumers’ needs and achieve desired outcomes.

10. Remember: A tool is just a tool! Regular outreach, consumer-tested messaging,

planning, or community-based partnerships are critical to success.



Get Covered Connector in OE3

• Spanish Connector: now available!

• Updates to backend based on partner feedback: coming in summer 2015



More Information

• Today’s slides and replay available at enrollamerica.org

• Join us at the second national State of Enrollment conference in DC June 10-12

• Visit stateofenrollment.org for details

making the connection: how centralized scheduling benefits consumers, assisters, and the enrollment...

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