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CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600...

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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 10,000 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 45,000 Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms Adds Terms 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 APTC Enrollment as of Report Date Enrollment as of Initial Report Date
Transcript
Page 1: CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600 800 1,000 1,200 1,400 (25) 0 25 50 75 100 125 150 175 200 s s s s s s s s s s s s s s

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

Page 2: CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600 800 1,000 1,200 1,400 (25) 0 25 50 75 100 125 150 175 200 s s s s s s s s s s s s s s

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

Page 3: CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600 800 1,000 1,200 1,400 (25) 0 25 50 75 100 125 150 175 200 s s s s s s s s s s s s s s

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*

Page 4: CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600 800 1,000 1,200 1,400 (25) 0 25 50 75 100 125 150 175 200 s s s s s s s s s s s s s s

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*

Page 5: CCA Board Report Metrics - · PDF file1,029 1,064 1,069 1,067 1,012 (400) (200) 0 200 400 600 800 1,000 1,200 1,400 (25) 0 25 50 75 100 125 150 175 200 s s s s s s s s s s s s s s

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

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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


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