MNsure Metrics Dashboard Prepared for Board of Directors Meeting September 17, 2014
Dashboard September 2014 Enrollment Sept. 8, 2014 Total Enrollments 321,430 MA 196,027 MinnesotaCare 70,893 QHP 54,510 SHOP Sept. 10, 2014 Employers enrolled 181 Employees enrolled 902 Individuals enrolled (incl. 1,341 dependents) Contact Center August 2014 # of calls 29,232 Avg. Speed of Answer 00:24:57 Avg. Talk Time 00:08:15 Service Level 37.81% Plans & Carriers Sept. 8, 2014 Carrier Blue Cross Blue Shield 22.3% HealthPartners 12.3% Medica 4.5% PreferredOne 59.5% UCare 1.4% Metal Level Platinum 27.4% Gold 12.5% Silver 33.2% Bronze 26.0% Catastrophic 1.0% 2
Enrollments by Program September 8, 2014 250,000 200,000 MinnesotaCare Medical Assistance QHP Enrollments completed 321,430 Total Enrollments 196,027 individuals in Medical Assistance 150,000 100,000 70,893 individuals in MinnesotaCare 50,000 54,510 individuals in QHPs 0 Oct. 1 Nov. 2 Nov. 30 Dec. 14 Dec. 28 Jan. 4 Jan. 18 Feb. 1 Feb. 8 Feb. 24 Mar. 8 Mar. 24 Apr. 13 Apr. 27 May 11 June 10 July 10 Aug. 6 Sept 6 3 Note: Manual QHP enrollments have been included since March 23
Eligibility of QHP Applicants September 8, 2014 Number of QHP eligible applicants applying for assistance Eligible for Assistance 49,696 individuals 44,723 individuals Not Eligible for Assistance These numbers reflect eligible applicants applying for assistance since October 1, 2013. 4
Enrollees Receiving Subsidies in July 2014 Advanced Premium Tax Credit subsidies Cost Sharing Reduction subsidies Enrollees without APTC 56% Enrollees with APTC 44% Enrollees with CSR 14% Enrollees without CSR 86% 5 Note: This data is based on the most recent files submitted by the carriers, which currently reflect July enrollment information.
Individual Market: Metal Levels September 8, 2014 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 26.0% Actual Metal Selection 33.2% 27.4% 12.5% 5.0% 0.0% 1.0% Bronze Silver Gold Platinum Catastrophic 6
Individual Market: QHP Enrollee Demographics September 8, 2014 35.0% 30.0% QHP Enrollment by age 30.4% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% 18.9% 19.2% 15.2% 9.6% 6.5% 0.2% >18 18-25 26-34 35-44 45-54 55-64 65+ 7 QHP Enrollment by sex: Male 48.7% Female 51.3%
Individual Market: Enrollees by Carrier September 8, 2014 70.0% 60.0% Percent of Enrollees By Carrier 59.5% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 8 22.3% Blue Cross Blue Shield 12.3% 4.5% 1.4% HealthPartners Medica PreferredOne UCare
MNsure Paper Applications January 1, 2014 August 31, 2014 12,000 10,000 11,157 9,932 10,370 8,000 7,544 7,827 6,827 6,000 5,309 5,510 4,000 2,000 0 January February March April May June July August Volume of assisted MNsure paper applications received On 3/31/14, over 3,400 assisted MNsure paper applications received July and August totals are higher due to MinnesotaCare transition process 9
Call Center Service Level/Abandon Rate Calls Answered (Service Level) / Abandon Rate Jan 1 - Sep 6, 2014 100% 90% 85% marker 80% 70% 60% 50% 40% 30% 20% 10% 5% marker 0% 6-Jan 27-Jan 17-Feb 10-Mar 31-Mar 21-Apr 12-May 2-Jun 23-Jun 14-Jul 4-Aug 25-Aug Abandon % (Goal is no more than 5% of calls abandon) SLA - Service Level % (Goal is 85% of calls should be answered in 2 minutes or less) 10
Call Center Average Wait Time/ASA MNsure Contact Center Call Volume/ASA Jan 1 - Sep 6, 2014 Call Volume 45000 40000 35000 30000 25000 20000 15000 10000 5000 0 5-Jan 26-Jan 16-Feb 9-Mar 30-Mar 20-Apr 11-May 1-Jun 22-Jun 13-Jul 3-Aug 24-Aug 1:15:00 1:00:00 0:45:00 0:30:00 0:15:00 0:00:00 Speed of answer (hh:mm::ss) Calls Received ASA - Average Speed of Answer (hh:mm:ss) 11
Call Center Resolution and Talk Time 0:18:00 Call Center Resolution and Talk Time Jan 1, 2014 - Sep 6, 2014 0:15:00 Time (hh:mm:ss) 0:12:00 0:09:00 0:06:00 0:03:00 0:00:00 5-Jan 26-Jan 16-Feb 9-Mar 30-Mar 20-Apr 11-May 1-Jun 22-Jun 13-Jul 3-Aug 24-Aug Talk Time (Avg) Time spent on phone with caller Call Handle Time (Avg) Includes time spent with caller, and time researching issue and creating case in CRM for tracking 12
Call Center First Call Resolution January 2014 August 2014 (slide 1 of 2) First Call Resolution Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Total Cases 17,139 27,993 65,790 36,837 25,989 18,281 16,186 15,405 Average # calendar days to resolve (3 days is standard) 3.01 4.50 2.49 1.76 1.46 1.55 2.89 1.9 For August: Cases currently open 1,502 Average Age of open cases is 23 days Definitions: Resolved we do not owe the consumer a return call Average # calendar days if a case is not resolved within 4 hours, the average time it take to research the answer and get a response to the consumer 13
Call Center First Call Resolution January 2014 July 2014 (slide 2 of 2) First Call Resolution Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 # cases resolved within 4 hours 13,929 22,012 54,469 30,304 20,712 13,914 13,047 12,406 % cases resolved within 4 hours 73.01% 78.63% 82.79% 82.27% 79.70% 76.11% 80.61% 80.53% For August: 694 cases were forwarded on to Tier III Teams: Plan and Provider; Navigators, Assisters & Brokers; Eligibility and Enrollment; Special Enrollment Period; Finance; etc.) 134 cases were escalated to Supervisors within the Call Center 2,171 were internal to MNsure Call Center and needed more than 4 hours to resolve Four hours indicates the time allowed to an agent to research questions and get back to the caller. If the time frame exceeds four hours, the case was either transferred or escalated for resolution. 81% of cases were resolved with in 4 hours - 93% resolution was possible. 14
Call Center Type of Calls Received (All callers) August 2014 Top Inquiries for All Callers 1. Online application status/what is my status 28% 2. Reporting life event change/status update 21% 3. SEP request/inquiry 16% 4. Paper application status/what is my status 6% 5. General application questions 4% 15
Call Center Type of Calls Received from Navigators and Assisters, August 2014 Top Inquiries 1. Case status request 50% 2. Obtaining/completing an Agent of Record form 14% 3. Application status request 14% 4. Policy question 7% 5. General question 6% 16
Call Center Escalated Calls August 2014 Navigators, Assisters & Brokers 2% Plan / Provider 8% Legal/Security 1% Individ. Market / Elig & Enroll 88% Top Reasons for Calls to be Escalated: Caller reporting income change 25% Caller reporting multiple life event changes 15% Caller needs to add household member (not birth or marriage) 6% Caller reporting loss of current health care coverage 5% Caller reporting address change 4% 17
MNsure Uptime August 1 August 31, 2014 August 2014 appears to have been a very stable month for System Uptime there were no unplanned outages due to MN.IT or IT system errors There were a few instances of CMS/Fed Hub Maintenance activities where a redirect was needed 08/03 CP/CW redirected at 6:00 a.m. 5:00 p.m. due to CMS maintenance. 08/09 CP/CW redirected at 10:00 p.m. Midnight due to IRS maintenance. 08/10 CP/CW remained in redirect until 7:00 a.m. due to IRS maintenance. 08/23 CP/CW redirected at 7:00 a.m. 7:00 p.m. due to IRS maintenance. 08/30 CP/CW redirected at 10:00 p.m. - Midnight due to CMS maintenance. 08/31 CP/CW remained in redirect until 7:00 a.m. due to CMS maintenance. Planned Redirects of CP/CW Portal Due to Basic Health Plan processing or Code Deploys 08/15 CP/CW redirected at 10:00 p.m. - Midnight 08/16 CP/CW remained in redirect until 8:00 a.m. 08/22 CP/CW redirected at 10:00 p.m. 8:00 a.m. on 8/23 08/23 CP/CW redirected at 9:00 p.m. 6:00 a.m. on 8/25 Note: CP/CW stands for Citizen Portal and Case Worker Portal, respectively. 18
Pended Cases in Eligibility Determination through September 6, 2014 6000 5753 5500 5000 4500 4000 3500 3000 2500 3762 3630 2000 1706 1409 1500 1142 1340 1000 1087 1108 811 500 537 480 0 1/1/2014 2/1/2014 3/1/2014 4/1/2014 5/1/2014 6/1/2014 7/1/2014 8/1/2014 9/1/2014 Pended Cases in Eligibility Determination are cases requiring manual intervention. 19
Public Website Metrics 400,000 Total unique visitors by month 350,000 358,503 300,000 250,000 200,000 165,093 150,000 100,000 100,757 99,189 106,217 108,485 50,000 0 March April May June July August The public website does not include anonymous shopping or marketplace system pages. 20
Public Website Metrics: Visits by City 800 Visits by City in Qtr 2, 2014 450,000 700 682 400,000 600 350,000 500 300,000 250,000 400 200,000 300 200 183 201 268 102 141 239 150,000 100,000 100 50,000 0 Duluth Marshall Minneapolis Moorhead Rochester Saint Cloud Saint Paul 0 Population Qtr-2 Visits Visits per 1,000 people 21 The public website does not include anonymous shopping or marketplace system pages.
Error Rates for MNsure Marketplace 2500000 120.00% 2000000 100.00% 80.00% 1500000 1000000 60.00% 40.00% Total calls Succeed% 500000 20.00% 0 0.00% 22
SHOP September 10, 2014 Total Enrollment Q3 2014 (to date) Current Total Q1 2014 Q2 2014 Employers Enrolled 127 34 20 181 Employees Enrolled 630 170 102 902 Total Enrollees, incl. Dependents 952 242 147 1,341 Enrollees by Metal Level Metal Level Q1 2014 Q2 2014 Q3 2014 (to date) Current Total Platinum 156 43 31 230 Gold 454 88 41 583 Silver 212 45 47 304 Bronze 110 66 25 201 Employer Enrollment by Group Size Q3 2014 Current Employer Size Q1 2014 Q2 2014 (to date) Total 1-5 91 24 12 127 6-10 24 8 6 38 11-24 10 2 2 14 25-50 2 0 0 2 Contribution Levels by Employers Contribution Q3 2014 Current Level Q1 2014 Q2 2014 (to date) Total 0-24% 8 2 1 11 25% - 49% 1 0 0 1 50% - 74% 60 17 8 85 75% - 100% 91 20 12 123 23
Type of Closed Appeals Agency Decision Reversed 4.2% Agency Decision Affirmed 8.1% Dismissed 7.1% Failure to Appear 6.1% Double Docket 0.3% Remanded 0.8% Number of pending appeals: 288 Withdrawn 73.4% 24 Note: A double docket occurs when 2 files and docket numbers are assigned to the same appeal