Presented at Enroll America's 2016 State of Enrollment conference.

1. © 2016 Enroll America | StateOfEnrollment.org
Danielle Holguin, Matthew Axford, Paula Campbell, and Andre Crombie
Expanding Beyond Urban Centers:
Putting the “Connect” in the
Connector (Part 2)

2. © 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?

3. © 2016 Enroll America | StateOfEnrollment.org
• 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

6. © 2016 Enroll America | StateOfEnrollment.org
• 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

9. © 2016 Enroll America | StateOfEnrollment.org
67%
13%
11%
9%
Appointment Source
ESS Users
External
ESS Call
Center
Non-ESS
Users
Percentage of Appointments by User

10. © 2016 Enroll America | StateOfEnrollment.org
0%
2%
4%
6%
8%
10%
12%
14%
16%
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
Percentage of
Appointments
Percentage of Appointments by State

11. © 2016 Enroll America | StateOfEnrollment.org
• 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

12. © 2016 Enroll America | StateOfEnrollment.org
• 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

13. © 2016 Enroll America | StateOfEnrollment.org
• Recent
Appointment
Activity
• User Activity
• Enrollment
Status of all
Appointments
• Historic Data
Dashboard

14. © 2016 Enroll America | StateOfEnrollment.org
• 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

15. Paula Campbell
Associate Director of Marketplace Activities

16. 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

17. Whiteside County Community Health Clinic
• Goal to enroll 100
individuals, enrolled 535.
• Call center staff
• Widget use
• Outreach
• In reach
• Community Networking

18. Whiteside End of OE3

19. Aunt Martha’s
• Connector allowed them
to serve more individuals
this OE than in the past with
fewer 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

20. Get Covered Connector - Consumer Websites
Find Free Help
https://www.getcoveredamerica.org
https://getcovered.illinois.gov

21. Get Covered Connector
Tracking Enrollment Appointments

22. Get Covered Connector – Assister Weekly Schedule

23. Connector Reports

24. Connector Weekly Report

25. Connector Report Post OE3

26. 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

27. 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.

28. 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.

29. 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

30. © 2016 Enroll America | StateOfEnrollment.org
Questions?