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Making the Connection: How Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community
The document discusses the benefits of the Get Covered Connector, a scheduling tool that facilitates enrollment for consumers needing assistance with the Affordable Care Act. It highlights insights gathered from the second open enrollment period, including consumer behavior, appointment statistics, and partnership experiences. Recommendations for improving outreach and usage of the tool are also provided, emphasizing its year-round utility and the importance of effective data management.
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Making the Connection: How Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community
- 1. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-15 Click to edit master title style. 1 Making the Connection How Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community
- 2. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-152 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
- 3. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-153 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.
- 4. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-154 Get Covered Connector
- 5. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-155 Get Covered Connector
- 6. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-156 Get Covered Connector Use During OE2
- 7. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-157 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
- 8. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-158 II. ENROLLING CHARLOTTE WITH AN ASSIST FROM THE CONNECTOR Julian Cernuda, Affordable Care Act Advocate, Legal Services of Southern Piedmont
- 9. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-159 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
- 10. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1510 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
- 11. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1511 Connector Value for LSSP and Partners • Before and after the Connector:
- 12. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1512 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
- 13. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1513 LSSP Best Practices • Great tool to incorporate into existing ACA implementation plans • Easily sharable with consumers and partners • Year-round value
- 14. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1514 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
- 15. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1515 Background on PPFA and Connector Tool • Comprehensive education and enrollment campaign • 21 affiliates engaged with the Connector Tool • National level technical support
- 16. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1516 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
- 17. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1517 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
- 18. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1518 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
- 19. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1519 VI. INSIGHTS FROM THE CONNECTOR: CONSUMER BEHAVIOR AND PREFERENCES FOR IN-PERSON ASSISTANCE Molly Warren, Senior Policy Analyst, Best Practices Institute, Enroll America
- 20. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1520 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
- 21. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1521 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.
- 22. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1522 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.
- 23. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1523 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.
- 24. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1524 Behavior Changes Surrounding Deadlines Consumer Appointments and Enrollments During OE2
- 25. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1525 V. QUESTIONS?
- 26. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1526 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.
- 27. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1527 Get Covered Connector in OE3 • Spanish Connector: now available! • Updates to backend based on partner feedback: coming in summer 2015
- 28. © 2015 EnrollAmerica and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-30-1528 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