What Did We Learn From the Affordable Care Act's Third Open Enrollment Period?
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Slides from a webinar on January 26, 2016. What does the future hold for Affordable Care Act outreach and enrollment? Learn the most important takeaways from OE3, updates from Enroll America staff about the on-the-ground, online, and coalition-driven strategies that have been proven to increase enrollment, and insights from data on how to reach consumers as effectively as possible.
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What Did We Learn From the Affordable Care Act's Third Open Enrollment Period?
- 1. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Click to edit master title style. What Did We Learn From the Affordable Care Act's Third Open Enrollment Period? EARLY LESSONS AND KEY TAKEAWAYS
- 2. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Agenda • Introduction • Ambar Calvillo, National Director, Partner Engagement & Outreach • Third Open Enrollment Trends • Sophie Stern, Deputy Director Best Practices Institute • OE3 Data Findings: Informing Future Outreach • Ed Coleman, National Director of Data & Analytics • Insights from EA’s Field Program • Saumya Narechania, National Field Director • Q&A
- 3. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Goals for Today’s Webinar 1. Overview of key messages and what remains true after OE3 2. Review relevant enrollment trends and lessons learned from connecting consumers to in-person help and online tools 3. Share insights from Enroll America’s training program, the Get Covered Academy, and its role going forward 4. Resources available for future planning
- 4. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org THIRD OPEN ENROLLMENT TRENDS Sophie Stern, Deputy Director Best Practices Institute
- 5. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 5 Key Messages Remain Critical
- 6. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org OE3 Recap
- 7. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Four Successes for OE3 More people enrolled More new people enrolled More people actively reenrolled People acted earlier
- 8. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org HealthCare.gov Enrollment in OE3 4 million New Enrollees 5.6 million Reenrollees 70% Actively reenrolled 85% Proportion with Financial Help As of 2/1/16 <18, 9% 18-34, 28%35+, 63% Proportion Young People As of 2/1/16 $290 Average monthly tax credit $106 Average monthly premium after tax credit New Enrollees, 42% Auto- Reenrollees, 17% Active Reenrollees, 41% New vs. Reenrollees As of 2/1/16 9.6 million HealthCare.gov plan selections in OE3 37% Under Age 35
- 9. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org In-Person Help Remains Critical
- 10. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Early Get Covered Connector Findings Appointment outcomes and type • Enrollment or renewal • Marketplace or Medicaid/CHIP Scheduling • Most popular appointment times Access • Distance to appointments New Issue Brief Coming Next Month
- 11. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Get Covered Calculator Financial Help Engaging Consumers Online Get Covered Plan Explorer Get Covered Connector In-Person Help New Plans, New Prices
- 12. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Engaging Consumers Online Anticipated findings from the Get Covered Plan Explorer: • What is the best way to provide plan selection support in an online tool? • What makes users more (or less) likely to enroll? • Does the number of plans in a market area influence behavior? • Can we effectively deliver health insurance literacy information in this context? Issue Brief Coming Fall 2016
- 13. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org OE3 DATA FINDINGS: INFORMING FUTURE OUTREACH Ed Coleman, Director Data and Analytics
- 14. © 2014 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-7-1514 • Consumer preference: The most popular day and time for appointments was Tuesday at 10 AM. • Consumer experience: On average, consumers travelled just 4.6 miles to their appointment and 41% of traveled 1 mile or less. Observational learning • Text message test: During OE2, 41% of people flaked on their appointments. How can we increase attendance? • Post-appointment survey: Are people getting what they need to feel confident about their decisions? Experimental learning Through partnerships with assister organizations and advanced data infrastructure, Enroll America has much to learn from the Connector. THE CONNECTOR
- 15. © 2014 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-7-1515 Reminder Messages Tested Control (no additional motivational language): “Remember! Your appointment for free, expert help with your health insurance application is coming up.” Positive identity: “Thanks for taking charge of your health and your wallet! Remember your appointment for free, expert help with your health insurance application.” Bandwagon: “Hey there, lots of people in your neighborhood are getting free, expert help with their health insurance applications. Don’t miss out!” Empathy: “Hey there, we know money’s tight. Get all your questions answered at your appointment for free, expert help with your health insurance application.”
- 16. © 2014 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-7-1516 Main Results 0% 5% 10% 15% 20% 25% 30% 35% Control Positive identity Bandwagon Empathy Flake rate Treatment group Figure 1. Connector appointment flake rate by text message treatment group Bandwagon= 9.2% decline Empathy = 13.3% decline
- 17. © 2014 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-7-1517 Personalization with First Name 0% 5% 10% 15% 20% 25% 30% 35% Control Bandwagon Empathy Flake rate Treatment group Figure 2. Connector appointment flake rates with and without first name personalization Without first name With first name Control = 24% decline Bandwagon = 10.5% decline Empathy = 4.3% increase
- 18. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 18 INSIGHTS FROM EA’S FIELD PROGRAM Saumya Narechania, National Field Director
- 19. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 19 The Connector In OE3, we scheduled over 95,000 Connector appointments. At least 33,500 ended in enrollment (35%). 0 20,000 40,000 60,000 80,000 100,000 Nov 1, 2015 Dec 1, 2015 Jan 1, 2016 Feb 1, 2016 Connector Appointments (cumulative) Date Scheduled appointments Enrollments
- 20. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 20 Finding the Uninsured Since OE2, we identified over 42,000 uninsured individuals. On average, that’s 124 per day! 0 10,000 20,000 30,000 40,000 Mar 2015 Jun 2015 Sep 2015 Dec 2015 Number of Uninsured Identifications (cumulative) Date
- 21. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 21 2015 ACADEMY LAUNCH
- 22. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 22 Through training and coaching, the Academy supports EA’s goal to institutionalize outreach and enrollment nationwide. The Academy 2015 Academy Cohort 44 Trainings in 16 States 118 Partners received training and coaching 23,525 Appointments 10,429 Enrollments 10,712 Follow-up calls made Curriculum Framework Plan Development Engaging Consumers Building Partnerships Media Messaging Enrollment Mechanics Tool Integration
- 23. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 23 • FQHC in San Antonio, TX o 7 locations provide assistance o Over 40 years of experience in the community • Has used the Connector since OE2 • OE3 Success o Scheduled appointments: 2,421 o Enrollments: 699 o Chase Calls: 887 Partner Highlight: CentroMed
- 24. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 24 MOVING FORWARD
- 25. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 25 Framework Our vision for the year ahead and OE4 is to push partners toward mastering the tools and tactics necessary to help consumer get and stay covered. Identify Uninsured Follow- up Provide Assistance Continue the relationship
- 26. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 26 Field Program • Hospital outreach • Schools/Family outreach • Assister Organization Support • Establish static locations in areas with unmet need 2016 Academy Program • Two tracks Fundamental and Leadership • Application Available: 4/7/2016 • Application deadline: 5/25/2016 ENCOURAGE YOUR AFFILIATES TO APPLY! 2016 Program Plan
- 27. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org QUESTIONS AND ANSWERS
- 28. © 2014 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org 4-7-1528 Upcoming Conference & Staying Connected • 2016 State of Enrollment Conference • Washington, D.C., May 11-13 • Renaissance Washington Hotel • http://stateofenrollment.org/ • Communicators Program Boot Camp – communicators@enrollamerica.org • HIL Listserv - email sstern@enrollamerica.org to subscribe
- 29. © 2016 Enroll America and Get Covered America EnrollAmerica.org | GetCoveredAmerica.org Want to know more? Email: outreach@enrollamerica.org Thank You
Notes de l'éditeur
- Financial Help: PerryUndem found that cost was the main reason uninsured individuals had not signed up (61%), and 59% of those individuals who “can’t afford” insurance do not understand or have not heard of the tax credit. Furthermore, 6 in 10 are confused or have not heard about tax credits. There remains an incredible opportunity to continue to engage the remaining uninsured about the availability of financial help and to help consumers understand how tax credits can help reduce the cost of coverage. Enroll America has created these five messages informed by: Polling of the uninsured and newly-insured Focus groups Previous messaging studies Our own on-the-ground experience What does it mean? These are five key messages every consumer needs to hear about the Affordable Care Act By integrating these messages into your outreach and press, you can speak to the issues that people most care about
- It’s particularly exciting to see the continued growth of new enrollees through HealthCare.gov. More Enrolled. From 11.7 in OE2 to 12.7 in OE3. More New People Enrolled. 4 million new people enrolled in HC.gov states in OE3. More Actively Renewing. Of the 5.6 million OE3 reenrollees through HC.gov, 70% actively shopped for a new plan. Acted earlier. A larger proportion of new enrollees through HC.gov got covered before the December deadline (63 percent in OE3 vs. 40 percent in OE2).
- Since OE2 (March 2015), we identified over 42,000 uninsured individuals. On average, that’s 124 per day! Nationally, we have acquired 1.7 million consumer e-mail addresses. 33% of them are from field outreach efforts. Sources: CMS Weekly Marketplace Enrollment Snapshot ASPE January Marketplace Enrollment Report, 1/9/16 ASPE, Health Insurance Marketplace 2016: Average Premium After Advance Premium Tax Credits In The 38 States Using The Healthcare.Gov Eligibility And Enrollment Platform, January 2016, https://aspe.hhs.gov/pdf-document/health-insurance-marketplaces-2016-average-premiums-after-advance-premium-tax-credits-38-states-using-healthcaregov-eligibility-and-enrollment-platform
- Across the country, we scheduled over 95,000 Connector appointments. At least 33,500 ended in enrollment (35%).
- Toplines OE3 numbers Appointments in 38 states + DC 966,000 appointments offered 97,000 appointments scheduled 62,000 appointments completed 37,000 recorded enrollment/renewals Appointment purpose In OE3, assisters reported the outcomes of about 57,000 completed appointments. Almost two-thirds (64 percent) of these appointments led to enrollment or renewal. Seven in ten of all enrollments/renewals were for marketplace coverage. Three in 10 were for Medicaid/CHIP. Renewals represented 14 percent of all enrollment/renewals, including 16 percent of marketplace enrollment/renewals and 10 percent of Medicaid enrollment/renewals. Popular times Weekday appointments between 8am and 4pm made up three-quarters of all appointments offered, while weekday evenings (4-8pm) and weekend (any time) appointments were offered far less often. Consumers made the most number of appointments on weekday mornings; Mornings (except Sundays) and weekend afternoons have the highest scheduling rates among appointments offered and Saturday mornings far outpacing all other times— 19 percent of Saturday morning appointments scheduled compared with the average uptake of 10 percent. Distance to appointments Average distance consumers traveled to an appointment was 4.6 miles, which is almost the same as last year’s 4.4 miles
- An easy way to partner with Enroll America is to embed our tools that are free to partners, so if you’re thinking how can my organization work with EA – this is a great way. And these tools are great resources to provide your patients with to help them find the plan that best fits their needs and budget. 1. The Get Covered Calculator, available in English and Spanish, is a tool that consumers can enter some basic info into and see how much financial help they could qualify for. Affordability is often the number one question consumers have about their coverage options, and we have found that in OE3 nearly 1 in 4 consumers who used the Calculator immediately went on to start the enrollment process. 2. The Get Covered Connector, available in English and Spanish, is a tool that connects consumers to free local in-person application assistance. Recent research shows that seven in 10 uninsured individuals want one-on-one help understanding their insurance options. This year, the Connector will feature over one million available appointments for free, expert help. 3. The Get Covered Plan Explorer is a digital decision support tool that provides personalized information to help consumers estimate total health-care costs for the year under each plan available in their area, so they can make sure they are getting the best possible deal for their health care needs.
- - These tests will be able to inform work being planned for OE4 and considerations for our work.
- For many of our channels we seek to learn things in two different ways: 1st is though observational learning where we look at the data collected and see what trends we can learn from it. -For the connector we can learn about outcomes – the number of appointments that ended in successful enrollment – and the kinds of enrollment (pie chart on last slide). -We can also learn other facts from the data such as the basic distance a consumer traveled to their appointment, in this case about 4.6 miles. 2nd – we also seek to do experiment leaning where we start with one or more questions and try to find answers -We saw during OE 2 that some about 1 in 5 consumers failed to show for their appointments and that lead to a question. -HOW can we increase attendance? -
- For the 2016 cohort, we are excited to offer two tracks: a fundamental track for partners who are new to the program and a leadership track for partners who would benefit from more advanced training to further their outreach and enrollment programs. The leadership track training agenda include: Workshopping the OE4 plan, Constituency-specific outreach, Using the Connector, Refining your earned media program, Engaging Agents and Brokers, Running an E-mail program The fundamental track training agenda topics include: The Enrollment Landscape, Identifying the Uninsured, Plan writing, Creating a data-driven program, Building capacity through partnership, Connector Deep Dives