Outreach Technical Advisory Committee

FEBRUARY 11, 2016

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Outreach TAC Members

Chewon (Che) Lee, CGI Pacific Northwest

Courtney Normand, Planned Parenthood Votes Northwest

Dr. James Polo, Mary Bridge Children’s Healthcare

Eric Earling, Premera

Jaelen Pace, Volunteers of America

Mary Wood, Health Care Authority

Michael McKee, International Community Health Services

Patricia Gepert, Washington Association of Community and Migrant Health Centers

Sally Mildren, Coordinated Care

Sylvia Villalovos-Aguilar, United Health Care

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Agenda

Introductions

Open Enrollment 3 Update

OIC State of the Uninsured Report

WAH/QHP Churn Report

WAHBE Strategic Plan Priorities

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Open Enrollment 3

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2016 Open Enrollment Overview (Nov. 1, 2015 - Jan. 31, 2016)

Total Plans Selected 200,693

New Customers Selecting Coverage 70,057

Renewing Customers Selecting Coverage 130,636

WAHealthplanfinder.org Unique Users 444,557

WAHBExchange.org Unique Users 236,306

Digital Marketing - Impressions 135,256,559

Click-throughs to Healthplanfinder from digital placements 362,032

Strategies used to improve plan selection

Earned media through press releases and interviews/statements

Digital ads

Automated calls and emails

Navigator outreach

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Open Enrollment 3 Navigator Outreach Trends

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Clinic, 13762, 47%

Event , 903, 3%

Existing Partnership, 6986, 24%

Friend/Relative, 2907, 10%

Internet, 355, 1%

Marketing Materials, 4565, 15%

Email, 25, 0%

How did you hear about us?

Navigator Health Insurance Literacy Survey

WHAT IS THE MOST CONFUSING INSURANCE TERM FOR YOUR CUSTOMERS?

WHAT PART OF THE APPLICATION PROCESS IS THE MOST CONFUSING FOR YOUR CUSTOMERS?

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5

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15

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25

30

35

40

45

0 10 20 30 40 50 60

Post-enrollment

Plan selection

During application

Pre-application

OIC State of the Uninsured Report

Key Findings:

◦ Estimated drop of state’s uninsured rate from 14.5% before the ACA to 7.3% at the end of 2015.

◦ Those who remain uninsured are more likely to be:

◦ Age 18 – 34

◦ More likely to be Male

◦ Lower income

◦ Less educated

◦ Predominantly Hispanic and American Indian

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Uninsured 2012 vs. 2014

2013 (Pre-ACA)

2015

WAH/QHP Churn ReportOverall churn rates

◦ Churn occurring among a small percentage of overall enrollees in Washington Healthplanfinder

◦ Overall, 1.6% of enrollees churned

◦ Fewer than 9% of QHP enrollees churned

◦ Fewer than 1% of WAH enrollees churned

Characteristics of Churn Population

◦ Most churners are between 151 – 200% FPL

◦ Most churning individuals are between 50 and 60 years old

◦ Most churn occurs from QHP to WAH

Navigator Outreach to Churning Population (waiting for data on results of outreach)

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Navigator-reported challenges to QHP enrollment

Smaller unenrolled population means mass media or large events may be less effective

Fewer “points of entry” that are common among the QHP population

Finding network partners for this population

Affordability (premiums and high deductibles)

Difficulty with plan selection

Lack of incentive to purchase inside the Exchange vs. directly on the outside market

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WAHBE Strategic Plan

WAHBE Strategic Plan

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Exchange Board Nominating Committee wants to better utilize the TACs

Utilize content expertise Leverage the expertise to develop and review audience-specific messaging and

materials Provide input to strategic plan discussion

Draft strategies related to Outreach TAC

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Use key partners to understand on-the-ground consumer gaps in knowledge Customer trends & feedback re: affordability and choice Includes customer support network as well as clinics, hospitals, providers, housing,

financial literacy, youth empowerment organizations Optimize health literacy efforts

WAHBE Strategic Plan Discussion Questions

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What more can we do to help people understand the value of health insurance? How do we reach the right people with consumer education?

What can we do to make plan selection easier for consumers?

Are there natural points of entry for the QHP group that we are still missing?

Draft strategies related to Outreach TAC

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Identify geographic areas and vulnerable populations Includes partnership with agencies, Navigators, tribal assisters, Brokers, issuers,

associations, refugee/immigrant agencies, community health clinics and others Track and report QHP new and renewal data by relevant demographics Examine loss of coverage and churn between QHP and Washington Apple Health Remaining uninsured including hardest-to-reach

Engage customer support channels Consistent and coordinated audience-specific messaging and materials Strengthen training materials Partner with Tribal Advisory Workgroup, American Indian Health Commission and other

regional and national tribal organizations

Use data to inform and shape future efforts Track equity metrics Convene issuers and health data experts for information sharing

WAHBE Strategic Plan Discussion Questions

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What outreach strategies haven’t we tried yet?

Do we have all key outreach partners at the table?

Do we have enough information about the remaining and potential market?

Next Steps

“Homework” for WAHBE strategic plan discussion

Next meeting April 13, 3:00 – 4:30 p.m.

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