Executive Director s Report: Customer Experience Update and System Update

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Dana Alexandra Melton
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1 Executive Director s Report: Customer Experience Update and System Update Board of Directors Meeting, August 13, 2015

2 2016 Open Enrollment Readiness: Organizational Chart Executive Louis Gutierrez Leads Vicki Coates, Ashley Hague, Jason Hetherington Program Manager Mary Joyce Program Coordinator Rob Dunn RR01 Renewals & Redets Lead: Bekah Diamond Lead: Bekah Diamond PM: Mary Joyce DEN01 Dental Lead: Elba Mendez Lead: Vicki Coates : Core Business Processes CBP01 Enrollment Lead: JoAnna Waterfall CBP03 Premium Billing Lead: Adam Weikel/Tatsiana Murauyeva CBP s/1095s Lead/PM: Alex Muggah PM: Nathan Patton CBP04 EFT Solution Lead: Tatsiana Murauyeva CBP06 Duplicate Data Lead: JoAnna Waterfall NEW CBP07 INCOMM Lead: Tatsiana Murauyeva/PM: Sarah Wilding Ops Readiness - Member Services Lead: Jen Bullock OR 01 Training Lead: Nelson Teixeira OR03 Call Center Redistribution Lead: Seamus Kelley OR05 Notices OR02 CCA / MassHealth Service Model Lead: Seamus Kelley OR04 Call Center Lead: Jen Bullock Lead: Val Berger Technology Lead: Jason Hetherington PM: Tanaka Mhambi TEC01 Release 6.0 Lead: Sage Shaw TEC02 Release 6.5 Lead: Nick McNeill TEC03 Release 7.0 Lead: Andy Graham TEC05 Tech Integration Lead: Jason Hetherington TEC06 Carrier Testing PM01 Plan Management Lead: Brian Schuetz; Heather Cloran Lead: Ashley Hague OTR01 Outreach Materials Lead: Jean Bernard OTR03 Marketing & Press Lead: Jason Lefferts OTR05 Cmty Engagement Lead: Audrey Gasteier Outreach SP01 SHOP Lead: Patricia Jennings OTR02 E-Comm & Online Presence Lead: Kirsten Blocker OTR04 Research Lead: Audrey Gasteier OTR06 Assisters Lead: Niki Conte CMD01 Command Center/ Reporting Lead: Alex Muggah Lead: Kevin McDevitt 2

Premium Billing Lead: Adam Weikel/Tatsiana Murauyeva CBP05 1099s/1095s Lead/PM: Alex Muggah PM: Nathan Patton CBP04 EFT Solution Lead: Tatsiana Murauyeva CBP06 Duplicate Data Lead: JoAnna Waterfall

3 2016 Open Enrollment Critical Path 7/17/2015 Release 6.0 in Production 8/14/2015 Release 6.5 in Production 9/24/2015 Release 7.0 in Production 7/12/2015 Short term fixes to Payment Portal in Production We are here 8/3/2015 Selected Navigator Training Kickoff 9/12/2015 Mid term fixes to Payment Portal in Production 9/1/2015 All Redetermination Letters Mailed 10/16/2015 Existing CSR training completed 11/1/2015 All Renewal letters mailed 12/7/2015 Begin sending invoices to members 12/7/ files sent to carriers 1/25/ s & 1095s mailed 1/31/ s & 1095s received Jul Aug Sep Oct Nov Dec Jan 7/9/2015 Conditional SoA granted by Board 8/15/2015 DOI rates approval 8/16/2015 What to expect in OE s & postcards distributed 9/10/2015 Final SoA granted by Board 8/24/2015 Navigator phone 08/25/15 line launch First wave of Redetermination Letters mailed 9/28/2015 Non group and SHOP plans loaded to system 10/1/2015 Plans and rates ready for production 10/1/2015 OE Save the Date postcards mailed 11/2/2015 Temporary CIC Support 12/23/2015 Centers Jan Opened payments due 11/24/2015 Auto-renewal batch job started in production 1/23/2016 Feb payments due 1/31/2016 Open Enrollment Ends Green = Completed 3

All Redetermination Letters Mailed 10/16/2015 Existing CSR training completed 11/1/2015 All Renewal letters mailed 12/7/2015 Begin sending invoices to members 12/7/2015 834 files sent to carriers

4 Seconds Call Center Performance 200, , , , , ,000 80,000 60,000 40,000 20,000 0 Offered Calls 184, , ,305 93,572 75,002 72,550 70,074 Jan Feb March April May June July Abandonment Rate, Call Center The Call Center continues to perform well against Service Level Agreements (SLAs). Work now is focused on maintaining the gains while improving the quality of the interactions. Average Speed to Answer (ASA), Call Center 45.0% 40.0% 35.0% 30.0% 32.3% 40.3% 35.6% 1,800 1,600 1,400 1,200 1,153 1,669 1, % 1, % % % 5.0% 0.0% 5.6% 5.6% 3.2% 0.4% Jan Feb March April May June July Dell Service Level Agreement (SLA)= 3% Jan Feb March April May June July Dell SLA = 60 seconds 4

Work now is focused on maintaining the gains while improving the quality of the interactions. Average Speed to Answer (ASA), Call Center 45.0% 40.0% 35.0% 30.0% 32.3% 40.3% 35.

5 Highest Priority Areas of Focus Customer Expectation My premium is collected and posted accurately and on time; the Health Connector needs to inspire the same confidence as my bank regarding transfer of funds My calls should be answered in a timely manner My questions should be answered courteously and accurately when I call the Health Connector Call Center Solution Establish rigorous controls for premium billing, credit balance handling and collection processes Continue to meet Average Speed to Answer (ASA) service levels though proactive and improved forecasting plans Improve quality and accuracy of calls If an action is promised by the Health Connector Call Center staff to resolve my concerns, I should have confidence it will be completed Improve training, accountability and point of service capabilities of Customer Service Representatives (CSRs) 5

for premium billing, credit balance handling and collection processes Continue to meet Average Speed to Answer (ASA) service levels though proactive and improved forecasting plans Improve quality and

6 Call Center Satisfaction Survey: Results Issue resolution satisfaction is steady; it was expected to decrease given that many of the CSRs are new as we convert temporary staff to permanent staff The number of times called has increased; root cause is under investigation A driver of calls is in billing/payment arena; a refresher training is being conducted 100% Issue Resolution, Call Center* 100% Number of Times Called Call Center** 90% 90% 80% 70% 60% 50% 40% 30% 0% 45% 45% 43% 39% 39% 56% 60% 55% 55% 57% 61% 61% 44% 40% Jan Feb Mar Apr May Jun Jul 80% 70% 60% 50% 40% 30% 0% 49% 38% 39% 50% 63% 62% 75% 13% 12% 9% 16% 15% 11% 11% 14% 4% 27% 29% 32% 30% 15% 13% 11% Jan Feb Mar Apr May Jun Jul *Q: Was your issue resolved during your call? **Q: How many times have you previously called about this issue? 6

Number of Times Called Call Center** 90% 90% 80% 70% 60% 50% 40% 30% 0% 45% 45% 43% 39% 39% 56% 60% 55% 55% 57% 61% 61% 44% 40% Jan Feb Mar Apr May Jun Jul 80% 70% 60% 50% 40% 30% 0% 49% 38% 39% 50%

7 Call Center Satisfaction Survey: Results Satisfaction with wait times has increased; reflects Call Center improvements regards speed to answer Overall satisfaction remained roughly the same 100% 90% 80% 70% 60% 50% 40% 30% 0% Wait Time Satisfaction* by Month 17% 14% 22% 28% 39% 14% 53% 49% 12% 17% 18% 21% 26% 35% 12% 16% 14% 34% 32% 12% 11% 15% 16% 16% 29% 11% 16% 18% 18% 8% 8% Jan Feb Mar Apr May Jun Jul 100% 90% 80% 70% 60% 50% 40% 30% 0% Overall Satisfaction** by Month 27% 22% 18% 34% 43% 40% 7% 11% 12% 15% 7% 11% 14% 11% 15% 14% 21% 23% 13% 8% 22% 11% 22% 22% 21% 18% 40% 40% 32% 24% 18% 16% Jan Feb Mar Apr May Jun Jul *Q: How satisfied were you with the wait time to talk to a Call Center agent? **Q: How satisfied were you with the service provided during your call to the Call Center? 7

May Jun Jul 100% 90% 80% 70% 60% 50% 40% 30% 0% Overall Satisfaction** by Month 27% 22% 18% 34% 43% 40% 7% 11% 12% 15% 7% 11% 14% 11% 15% 14% 21% 23% 13% 8% 22% 11% 22% 22% 21% 18% 40% 40% 32% 24%

8 Health Connector Assister Line: New! The Assister Line is being implemented to provide superior service to Navigators and Certified Application Counselors (CACs) who call requesting assistance with their customers/members. Soft launch for the Navigator line runs 8/3-8/14 Three veteran Navigator organizations will participate in soft launch Go Live scheduled for 8/24 Remaining Navigator and CAC organizations will receive instructions on how to use the new line 10 Agents will be trained to operate the special line during normal business hours (Closed Enrollment and Open Enrollment) Five back-up agents will be trained to assist if call volume is high If phone lines are not busy, representatives will answer other incoming calls as usual 8

Soft launch for the Navigator line runs 8/3-8/14 Three veteran Navigator organizations will participate in soft launch Go Live scheduled for 8/24 Remaining Navigator and CAC

9 System Update

10 Second Half-2015 (2H2015) Release Summary R6.0 7/17/15 - Implemented 1) Partial Disability & MA-21 Report 2) Provisional Eligibility 3) Premium Billing 4) Department of Revenue Matching 5) Pregnancy End Date 6) Age-Out (26 year olds; pregnancy) 7) Retroactive Enrollment 8) Administrative Closings 9) User Interface/User Experience Changes (e.g., income & immigration screens) 10)Reporting 11) Special Enrollment Period Updates 12) Voter Registration 13) Notice Updates 14) Plan Management 15) Defect Fixes R6.5 8/14/15 1) CCA Renewals/Re- Determinations 2) Additional Noticing for Renewals 3) 2016 Plan Management 4) Plan Mapping (Shopping/Plan Selection) 5) Advanced Premium Tax Credit Calculation 6) Dental Plans (not incorrectly terming Dental plans prior to their 12 month anniversary end date) R7.0 9/24/15 7) Defect Fixes 7) Plan Discontinuation Notice 8) Auto Enrollment 1) Premium Assistance (MassHealth) 2) Shopping Improvements (Reordering of Benefits) 3) Reporting 4) Advanced Premium Tax Credit for Married Filing Separately in Cases of Domestic Violence or Spousal Abandonment 5) User Interface/User Experience Updates 6) Special Accommodation R7.1 (TBD) 10/15 12/15 Notice Improvement Improvements to Plan Sorting Simple Integration Between Health Insurance Exchange and Commonwealth Connector Authority solutions Provider Search Payment Processing R7.2 2/4/16 1) Verified Lawful Presence Steps 2 & 3 Other Functionality To Be Determined 10

7) Retroactive Enrollment 8) Administrative Closings

11 2H2015 Release Timeline Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Carrier Testing Begins R6.0 7/17 N/A Legend Scope Reqs Build Test R6.5 Sprint 1 8/14 R6.5 Sprint 2 8/14 R7.0 9/24 R 7.1: By 8/20 Develop the framework for a measured safe 7.1 release Determine scope Determine implementation windows R7.2 2/4/16 Measured safe 7.1 Release R7.1 TBD 11

5 Sprint 2 8/14 R7.0 9/24 R 7.1: By 8/20 Develop the framework for a measured safe 7.

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network