Expanding Beyond Urban Centers: Putting the "Connect" in the Connector (Part 2)

transcript

Danielle Holguin, Matthew Axford, Paula Campbell, and Andre Crombie

Expanding Beyond Urban Centers: Putting the “Connect” in the Connector (Part 2)

• Jesse Lopez• Aurora Coverage Assistance

Network Supervisor, Aurora Mental Health Center

• Carrie Berlin• Outreach and Enrollment

Manager, YWCA of Greater Pittsburgh

• Sofia Castillo• Manager, Certified Application

Counselor, CentroMed

Questions?

• Subsidiary of Community Health Systems (CHS) working with uninsured in our communities

• 198 Facilities in 29 States• Most located in rural or mid-

sized cities• Average of 600-650 assistors• Providing enrollment assistance

since OE1• Corporate call center

• Assist with identification and appointments

Eligibility Screening Services

• Difficultly keeping track of appointments

• Managing walk-in traffic

• Call center phone transfers

• Accurately monitoring assistor follow-up

• Confirmation of appointments

Issues Identified During OE1 and OE2

• Provides a well organized system to track all appointments

• Locations with multiple staff can easily transfer appointments or help to schedule consumers they are not able to assist

• Level the work load• Managers have access to edit schedules as

needed• Unexpected sick days

Tracking Appointments

• Automatic reminders sent to consumer with appointment details

• Notifications sent to assistor upon appointment creation

• If not initiated by assistor, able to contact consumer for more details prior to appointment

• Missed appointments are indicated within the Connector system for follow-up

• Assisters are able to call in advance and conduct a mini screening over the phone

Missed Appointments

• Field Staff are not always available to answer potential phone transfers from the ESS Call Center

• Instantly create appointments for assistors in the field

• Notification sent via email to assistor

• Our facility is not always the nearest certified assistor location

Call Center Transfers

• User activity displayed on dashboard

• Can view specific locations to see activity• Drill down further to see individual assistors

• Able to determine lack of follow-up due to status of appointments and date of appointments

Monitoring Assistors

Appointment Source

ESS Users

External

ESS Call Center

Non-ESS Users

Percentage of Appointments by User

AL AK AR AZ FL GA IL IN KY LA MS MO NV NM NC OH OK OR PA SC TN TX UT VA WAWVWY

Column2

Percentage of Appointments by State

• Worked closely with Marketing department to spread the word about our services

• Link provided on all marketing materials distributed

• Worked with Connector support staff to create ESS-specific widget

• Able to monitor internal traffic from our facility specific webpages

Connecting with the Community

• Add link to the CMS find local help listings for faster appointment creation

• Create additional widgets to better track appointment source internally

• Utilize outreach event listing

Future Usage of the Connector

• Recent Appointment Activity

• User Activity

• Enrollment Status of all Appointments

• Historic Data

Dashboard

• Streamlined our appointment process

• Improved management and tracking of appointment activity across entire organization

• Helped find other assistors in our area or closer to the consumer

• Record positive outcomes

Final Thoughts

Paula Campbell Associate Director of Marketplace Activities

What went well during OE3?

• IPHCA Endowment with Enroll America• Get Covered Illinois provided connector

license for assisters in IL.– Health Centers took advantage of this tool.

• Health Center Highlights: Whiteside County Community Health Clinic, Aunt Martha’s, & Heartland Community Health Clinic

Whiteside County Community Health Clinic

• Goal to enroll 100 individuals, enrolled 535.

• Call center staff• Widget use• Outreach• In reach • Community Networking

Whiteside End of OE3

Aunt Martha’s

• Connector allowed themto serve more individuals this OE than in the past withfewer assisters. • Widget allowed the networking and referrals to occur

easily between health centers and other community organizations.

• Connector allowed for easier management of assister staff and their schedules

Get Covered Connector - Consumer Websites

Find Free Helphttps://www.getcoveredamerica.org

https://getcovered.illinois.gov

Get Covered Connector Tracking Enrollment Appointments

Get Covered Connector – Assister Weekly Schedule

Connector Reports

Connector Weekly Report

Connector Report Post OE3

Heartland Community Health Clinic

• Tested use of connector in the beginning then seen the benefits and fully implemented it.

• Real time updates and reminders for assisters and clients with emails & texts.

• Heartland staff was small and had limited outreach opportunities.

• Closed 372 apt. and enrolled 173

What's the one thing you plan to do differently for OE4?

• Input health plan company in notes for each client.

• Work with all community networks to incorporate widget on their websites

• Work with front line staff with social services organizations in service area.

• Work closely with hospitals and health departments to utilize assisters.

Key take a ways:

• Now is the time to share how the connector works with key community organizations

• Now is the time to work on getting widget on community organizations websites and train their front line staff.

• State Branding is important to ensure less confusion among those enrolling.

• Using a scheduling program that also collects other enrollment steps and pulls reports helps show all the work that is being performed by assisters.

Combined Vision: Rural Outreach• 10 Events 100 Enrolled 1000 Educated

• 7 Public Health Departments and 3 State Funded Agencies• Events Held Simultaneously – 2 hours

• 16K Square Miles – 28 Counties• Get Covered Illinois

• Direct Mail• Press releases• Super Bowl Advertisement

• Local News Print• Grassroots Flyering• Radio Interviews• Branding

Questions?

Expanding Beyond Urban Centers: Putting the "Connect" in the Connector (Part 2)

Healthcare