9,666 7,087 7,688
18,122 1,656 1,292 1,483
6,812
375 385 351
1,135
(5,238) (6,486) (6,170)
(14,548)(1,529) (1,655) (1,242)
(4,646)
(286)(330) (287)
(1,031)
230,241 230,533 232,364 238,207
234,450 233,536 234,104
10,000
30,000
50,000
70,000
90,000
110,000
130,000
150,000
170,000
190,000
210,000
230,000
250,000
270,000
(20,000)
(15,000)
(10,000)
(5,000)
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
Adds Terms Adds Terms Adds Terms Adds Terms
October November December January
Added to ConnectorCare Added to Unsubsidized QHP Added to QHP with APTC
Termed from ConnectorCare Termed from Unsubsidized QHP Termed from QHP with APTC
Enrollment as of Report Date Enrollment as of Initial Report Date
z
CCA Board Report Metrics
• “Adds” is defined as the total number of members who begin coverage for that month and were not enrolled in coverage during the prior month as
of the report date. Movement between program types is not considered an “Add”.
• “Terms” is defined as the total number of members who are no longer covered for that month and were enrolled in coverage during the prior month
as of the report date. Movement between program types is not considered a “Term”.
• The enrollment lines show the total number of members who have coverage for that month.
• “Enrollment as of Report Date” (blue line) is defined as the total number of members with coverage in that month as of the current report date
and reflects retroactive adds and terms in the coverage month they take effect. These enrollment counts are dynamic.
• “Enrollment as of Initial Report Date” (gray line) is defined as the total number of members who were enrolled in coverage as originally reported
in the CCA Board Report Metrics published for that month, excluding retroactivity. These enrollment counts remain static month to month to
visualize the effect of retroactivity.
Total Non-Group Medical Enrollment: Current Rolling Quarter**
Total Non-Group Medical Enrollment: Year-to-Date
**Rolling Quarter time span includes previous three months and current month
Closed Enrollment
This report was reformatted in August 2016 with an updated methodology that tracks changes in enrollment (i.e., adds and terms) based on the
member’s benefit start date. Previous reports tracked changes in enrollment as of the coverage month they took effect. For example, if an
unsubsidized member began coverage in January and then failed to pay her premium for February and March coverage, in April she will be retroactively
terminated as of February 1 and she will be reported as a term in the month of February; previously, she would have been reported as a term in April.
Open Enrollment
*Reporting period through January 2, 2017 Source: Dell Financial Management System (FMS) All Spans Extract – January 3, 2017
January 5, 2017*
191,030 202,139 208,820 213,626 217,402 215,095 219,262 225,596 230,241 230,533 232,364 238,207
196,554 208,374 215,222 214,894
223,778 219,788 224,016 230,412 234,450 233,536 234,104
10,00030,00050,00070,00090,000110,000130,000150,000170,000190,000210,000230,000250,000270,000
(20,000)(15,000)(10,000)
(5,000)0
5,00010,00015,00020,00025,00030,00035,00040,00045,000
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
February March April May June July August September October November December January
Added to ConnectorCare Added to Unsubsidized QHP Added to QHP with APTC
Termed from ConnectorCare Termed from Unsubsidized QHP Termed from QHP with APTCEnrollment as of Report Date Enrollment as of Initial Report Date
Enrolled Members by Carrier
5%
15%
3%
3%
6%
4%
22%
37%
5% Blue Cross Blue Shield of MA (5%)
BMC HealthNet Plan (15%)
CeltiCare (0%)
Fallon Community Health Plan (3%)
Health New England (3%)
Harvard Pilgrim Health Care (6%)
Minuteman Health (4%)
Neighborhood Health Plan (22%)
Tufts Health Direct (37%)
Tufts Health Premier (5%)
CCA Board Report Metrics
4,551
20
4,9814,425
23,426
26,920
4,265
1,236408
0
10,000
20,000
30,000
40,000
50,000
Platinum Gold Silver Bronze Catastrophic
Standardized - Platinum Non-Standardized - Platinum
Standardized - Gold Non-Standardized - Gold
Standardized - Silver Non-Standardized - Silver
Standardized - Bronze Non-Standardized - Bronze
Standardized - Catastrophic
Non-Group Medical Enrollment – Unsubsidized QHP and APTC
Non-Group Medical Enrollment – ConnectorCare
26%
0%
3%
2%1%
14%54%
BMC HealthNet Plan (26%)
CeltiCare (0%)
Fallon Community Health Plan (3%)
Health New England (2%)
Minuteman Health (1%)
Neighborhood Health Plan (14%)
Tufts Health Direct (54%)
•70,232 individuals are enrolled in non-group
medical Unsubsidized QHP (60,033) or QHP with
APTC (10,199) plans.
•18,214 December ConnectorCare members lost
ConnectorCare eligibility in 2017 and are now
enrolled in January Unsubsidized QHP or APTC
coverage. Conversely, 1,937 December
Unsubsidized/APTC members are now
ConnectorCare eligible and enrolled in January
ConnectorCare coverage.
•74% of members are enrolled in either
Neighborhood Health Plan (22%), Tufts Health
Direct (37%), or BMC HealthNet Plan (15%), with
all other carriers each representing less than 10%
of the enrolled population.
•167,975 individuals are enrolled in non-group
medical ConnectorCare plans.
•18,214 December ConnectorCare members lost
ConnectorCare eligibility in 2017 and are now
enrolled in January Unsubsidized QHP or APTC
coverage. Conversely, 1,937 December
Unsubsidized/APTC members are now
ConnectorCare eligible and enrolled in January
ConnectorCare coverage.
•94% of members are enrolled in one of three
carriers: Tufts Health Direct (54%), Neighborhood
Health Plan (14%) and BMC HealthNet Plan
(26%), with all other carriers each representing
less than 5% of the enrolled population.
Enrolled Members by Metallic Tier and Standardization
Enrolled Members by Plan Type Enrolled Members by Carrier
8%
16%
34%
25%
17%
Plan Type 1 (8%)
PlanType 2a (16%)
Plan Type 2b (34%)
Plan Type 3a (25%)
Plan Type 3b (17%)
z
*Reporting period through January 2, 2017 Source: Dell Financial Management System (FMS) All Spans Extract – January 3, 2017
January 5, 2017*
375 385 351 1,135
(1,529) (1,655) (1,242) (4,646)
1,656 1,292 1,483 6,812
(286) (330) (287) (1,031)
15,288
2,926
(1,141)(796)
50,104 50,473 51,679
70,232
51,544 51,845 52,372
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
(8,000)
(3,000)
2,000
7,000
12,000
17,000
22,000
27,000
Adds Terms Adds Terms Adds Terms Adds Terms
October November December January
Added to QHP with APTC Termed from Unsubsidized QHPAdded to Unsubsidized QHP Termed from QHP with APTCRedetermined Unsub from ConnectorCare Redetermined APTC from ConnectorCareRedetermined from Unsub to ConnectorCare Redetermined from APTC to ConnectorCareEnrollment as of Report Date Enrollment as of Initial Report Date
(5,238) (6,486) (6,170)(14,548)
(2,926)
(15,288)
9,666 7,087 7,688 18,122
796 1,141 180,137 180,060 180,685
167,975
182,906 181,691 181,732
25,000
50,000
75,000
100,000
125,000
150,000
175,000
200,000
(33,000)(28,000)(23,000)(18,000)(13,000)
(8,000)(3,000)2,0007,000
12,00017,00022,000
Adds Terms Adds Terms Adds Terms Adds Terms
October November December January
Termed from ConnectorCare Redetermined from ConnectorCare to APTCRedetermined from ConnectorCare to Unsub Added to ConnectorCareRedetermined ConnectorCare from APTC Redetermined ConnectorCare from UnsubEnrollment as of Report Date Enrollment as of Initial Report Date
CCA Board Report Metrics
Non-Group Dental Enrollment
• 68,646 individuals are enrolled in
non-group dental plans.
• 51% of enrolled dental members
have selected Low Standardized
plans.
• 86% of dental members are
enrolled in Delta Dental of
Massachusetts plans, with Altus
Dental representing the remaining
enrolled population.
86%
14%Delta Dental of MA (86%)
Altus Dental (14%)
34,684
14,774
18,793
217 1700
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
LowStandardized
Low Non-Standardized
HighStandardized
PediatricStandardized
Pediatric Non-Standardized
Enrollment by Benefit Configuration Enrolled Members by Carrier
z
3,576 2,473 2,343
8,846
(2,413) (2,459) (1,581) (1,101)
62,980 62,464 62,060
60,108 60,122 60,88568,646
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
(5,000)
(2,500)
0
2,500
5,000
7,500
10,000
Adds Terms Adds Terms Adds Terms Adds Terms
October November December January
Adds Terms Enrollment as of Initial Report Date Enrollment as of Report Date
*Reporting period through January 2, 2017 Source: Dell Financial Management System (FMS) All Spans Extract – January 3, 2017
January 5, 2017*
CCA Board Report Metrics
Small Group Medical Enrollment**
363419
492
1050
100
200
300
400
500
600
Platinum Gold Silver Bronze
5%5%
4%
23%
4%4%
33%
11%
11%Blue Cross Blue Shield of MA (5%)
BMC HealthNet Plan (5%)
CeltiCare (0%)
Fallon Community Health Plan (4%)
Harvard Pilgrim Health Care (23%)
Health New England (4%)
Minuteman Health (4%)
Neighborhood Health Plan (33%)
Tufts Health Direct (11%)
Tufts Health Premier (11%)
67%
13%
12%
5% 3% Delta Dental of MA (67%)
MetLife (13%)
Altus Dental (12%)
Blue Cross Blue Shield of MA (5%)
Guardian (3%)
73%
26%
1%
High Low Pediatric-only
16 7 7 6
3 17 1 10 6 4 2 4 0
(4)(4)
(4) (1) (1) (3) (1) (2) 0 (1) (3)(2)
159 162 165 170 172 186 186 194 200 203 202 194
759 755 783 857 879987 975
1,029 1,064 1,069 1,0671,012
(400)
(200)
0
200
400
600
800
1,000
1,200
1,400
(25)
0
25
50
75
100
125
150
175
200
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
February March April May June July August September October November December January
Group Adds Group Terms Group Enrollment Member Enrollment
3450 73 83 57 36
29 29 33 3247 68
(34) (27) (32) (37) (72) (50) (22) (37) (27) (41) (36) (24)
1,297 1,320 1,361 1,407 1,392 1,378 1,385 1,377 1,383 1,374 1,385 1,379
5,885 5,994 5,763 6,103 6,165 6,218 6,157 6,104 6,330 6,286 6,400 6,119
(6,000)
(4,000)
(2,000)
0
2,000
4,000
6,000
8,000
(100)
(50)
0
50
100
150
200
250
300
350
400
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
February March April May June July August September October November December January
Group Terms Group Adds Group Enrollment Member Enrollment
Enrolled Groups by Metallic Tier Enrolled Groups by Carrier
Enrolled Groups by Metallic Tier Enrolled Groups by Carrier
Small Group Dental Enrollment**
** January counts do not include BCBS membership and reference a subset of data resulting in preliminary enrollment counts
** Group adds and terms represent a point-in-time snapshot of small group membership and may not include membership retroactivity
*Reporting period through January 1, 2017 Sources: SBSB SHOP Database – January 1, 2017; Dell Financial Management System (FMS) – January 1, 2017
January 5, 2017*
CCA Board Report Metrics
Customer Experience
z
January 1, 2017*
*Reporting period through December 31, 2016Source: NTT Data
135
184
151
94
75 73 70
65 64 60
75
87
90
80 87
75
70
74
70
74 74
68
98
134
0
50
100
150
200
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Th
ou
san
ds Call Volume 2015 v. 2016
2015 2016
32.2
%
40.3
%
35.6
%
5.6%
3.2%
0.9% 0.4%
1.0%
0.3% 0.
7%
0.2% 0.
6%
4.9
%
4.7
% 7.7
%
3.9
%
2.5
%
1.9
%
6.9
%
9.0
%
13
.1%
3.6
%
0.7
%
1.4
%
0%
10%
20%
30%
40%
50%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Abandonment Rate 2015 v. 2016
2015 2016
1,15
3
1,66
91,
281
149
81
28 12 32 27 20 8 29
151
124
174
98 59 46
148 20
9 295
83
21 43
0
300
600
900
1,200
1,500
1,800
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
seco
nd
s Average Speed to Answer 2015 v. 2016
2015 201620%
59%
17%
60%
16%
60%
23%
61%
32%
68%
40%
63%
40%
61%
52%
66%
42%
65%
39%
67%64%
70%
60%66%
22%
13%
21%
13%
18%
12%
22%
13%
22%
13%
21%
12%
23%
13%
18%
12%
31%
13%
31%
10%13%
7%
14%
12%
13%
8%
7%
7%
11%
7%
15%
8%
14%
6%
15%
8%
7%
8%11%
7%
8%
6%
12%
7% 7%9%
9%7%
11%
6%
11%
5%
15%
4%
13%
4%
11%
2%
7%
5%
10%
6%11%
6%7%
4%9%
4% 6%5%
5%5%
34%
14%
44%
15%
40%
17%
27%
14%
21%
11%17%
12%
20%
12%8%9%
12%12%9%
12% 11%9%
12%10%
0%
20%
40%
60%
80%
100%
Jan
-15
Jan
-16
Fe
b-1
5F
eb
-16
Ma
r-1
5M
ar-
16
Ap
r-1
5A
pr-
16
Ma
y-1
5M
ay-
16
Jun
-15
Jun
-16
Jul-1
5Ju
l-1
6
Au
g-1
5A
ug-1
6
Se
p-1
5S
ep
-16
Oct-
15
Oct-
16
No
v-1
5N
ov-1
6
De
c-1
5D
ec-1
6
Overall Customer Satisfaction 2015 v. 2016
80%86%
79%
7%
5%
9%
3%
3%3%2%
2%3%
8%4% 6%
0%
20%
40%
60%
80%
100%
CSR Satisfaction CSR Friendliness CSR Knowledge
Customer Satisfaction Score – December 2016
Questions--How satisfied are you with how our customer service
representative resolved your issue today?
---How friendly and courteous our customer service representative
was today?
--How satisfied are you with the knowledge of the customer service
representative you spoke with today?
--How satisfied are you with the overall service provided to you by
the Health Connector today?
Very dissatisfied Dissatisfied Neither dissatisfied or satisfied
Satisfied Completely satisfied
CCA Board Report Metrics
Customer Experience
z
January 1, 2017*
*Reporting period through September 30, 2016Source: Dell
348
411
530
372
299338
249218 196
149 146 150155 160205
166137
112 113 10986 88 93 110
Jan Feb March April May June July Aug Sep Oct Nov Dec
Number of Urgent Services Cases Received (Monthly)
2015 2016
8
133154
7990 93
125
9887
74 7586
75
106 111123
Jan Feb March April May June July Aug Sep Oct Nov Dec
Number of Ombudsman Cases Received (Monthly)Program launched in September 28, 2015
2015 2016
1 1 1
6
29
1 2 2
14
39
Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16
Inventory Ageing
Urgent Services Ombudsman
Total Open Cases as of
12/31/2016: 96