Making the Connection: How Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community

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EnrollAmerica.org | GetCoveredAmerica.org 4-30-15
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Making the Connection
How 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
ASSISTANCE
Molly 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 Community

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