Date post: | 13-Jan-2016 |
Category: |
Documents |
Upload: | stephany-horton |
View: | 213 times |
Download: | 0 times |
RE-ENGINEERING THE ENROLLMENT PATHWAY FOR NEW YORK STATE PUBLIC HEALTH PROGRAMS
United Hospital Fund Roundtable
Patricia Boozang, MPH Kinda Serafi, JD Elisabeth Benjamin, JD, MSPH
October 14, 2009
Project Overview2
Policy Issue/Imperative Streamlining initiatives provide new options for
application and enrollment Challenges remain in current application and enrollment
process Goal: Re-evaluate and re-engineer
application to improve consumer access to coverage through every available doorway:
LDSS Facilitated enrollment Consumer mail-in application (with elimination of F2F) Enrollment center (future)
Project Overview3
Project Funders United Hospital Fund, New York Community Trust
Project Partners CDF-NY, CSS, PHP Coalition
Project Components Phase 1
Identify barriers and challenges in current enrollment process
Provide initial recommendations to SDOH for April 2010 application
Phase 2 Develop and field test model application and
consumer tools Provide final recommendations to SDOH for
consumer-friendly, re-engineered enrollment pathway
Phase 1: Project Activities4
Facilitated Enroller Feedback Sessions Legal and Regulatory Analysis Feedback and Work Sessions with New
York State Department of Health Recommendations for April 1, 2010 ANY
Revision Consumer Application Pilot
Facilitated Enroller Sessions5
Asking the on-the-ground experts about the pitfalls of the current Access NY application
4 roundtables with facilitated enrollers: 2 health plan sessions 2 CBO sessions Participation of over 50 upstate and NYC FEs
Yielded valuable insights driving partner recommendations: High level – Citizenship, application format Nitty-gritty – Email address, legal name,
language
“Additional Application Forms”
6
Investigating the lore of “other forms” The facts behind the lore:
58 forms identified One-third “county specific” versions of
the same form 34 “unique” forms 25 collect information already in Access
NY 18 reflect more stringent eligibility
requirements of counties 7 reflect information not needed for
eligibility
“Additional Application Forms”
7
Partner Recommendations: Eliminate Incorporate Standardize
Consumer Pilot Project
FEs conducted consumer pilot to assess barriers to navigating current application independently. Process
Consumer completes application and submits documents FE and consumer complete survey together to
discuss application FE correctly completes application and completes survey
Participants 143 consumer surveys submitted by health plans and CBOs NYC, Long Island, Binghamton, Rochester, Albany, Syracuse
8
Ease of Completing Application 62% (89) reported they were able to
complete application on their own. Just 1 application was successfully completed
38% (54) reported they were not able to complete the application alone
Over one-half indicated confusing language or format
One-third pointed to unclear or inadequate instructions
84% (118) reported it took them less than an hour to complete
9
Initial Key Findings
Section K: Health Plan Selection 28% of consumers found Hard/Very Hard 41% of applications needed this section corrected
• Did not understand what “health plan” meant • Did not know how to choose a plan
Section E: Household Income 25% of consumers found Hard/Very Hard 50% of applications needed this section corrected
• Unsure what and whose income to include• Unclear how to calculate income
Section C: Health Insurance 20% of consumers found Hard/Very Hard 41% of applications needed this section corrected
• Skipped this section altogether• Didn’t understand term “policy holder” and CIN #
10
Immigrants
Recommendations: Change “Citizenship” title to “Citizenship/Immigration” Eliminate A/B/C categories, gather documents instead Clarify that pregnant women & children are eligible,
regardless of status
Justification: Clarifies eligibility & documentation requirements
Resolution: New title “Citizenship/Immigration Status” Clarify immigrant women/children’s eligibility Clarify documents needed, eliminate categories
11
Veterans
Recommendation: Eliminate veteran’s question as redundant
Justification: Household Income section lists veteran’s benefits Health Insurance section could add veteran’s benefits
Resolution: LDSSs maintain referrals to VA are made pursuant to
this question Advocates would like to continue to discuss this issue
12
Maintenance of Income
Recommendation: Use 70% standard, not 50% standard
Justification: Statewide: median rental burden is 57% for low-
income renters. 28 out of 52 counties have median gross rental
income over 50% (82% in Putnam and Nassau) Provided sample low-income person budget
Resolution: SDOH adopted 60% standard & continue to discuss
13
Maximize Efficient Collection of Individual Information
14
Next Steps15
Consumer Pilot recommendations “Additional Application Forms” work Phase 2 Activities
Identify Best Practice from Other States Interview Key Stakeholders Develop Model Application and Field Test with
Consumers Develop Consumer Tools Final Recommendations for a Consumer
Friendly, Re-Engineered Enrollment Process
Questions16
Project Partner Contact InformationElisabeth Benjamin – [email protected] Boozang – [email protected]
Kinda Serafi – [email protected]