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ConstituentInquires
LeanSixSigmaProjectReportOutBlackBelt- BettyBirtOhioDepartmentofMedicaidJanuary19,2017
AgencySealAgencySeal
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Background- Scope§ Constituent inquires are requests from Medicaid customers looking for
answers to questions regarding eligibility, coverage or providers.
§ In 2016, the volume of constituent inquiries has increased to nearly 300 perweek from approximately 100 per week in 2014. Due to the high volume ofinquiries, it has become difficult to track and respond in a timely manner toinquiries. There is a great need for better reporting and tracking capabilitiesand a solution that will help directly route inquiries to reach the area thatcan respond.
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ReceiptofConstituentInquiry
SuccessfulResolutionandClosureofInquiry
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• DatacollectionisthenumberoftransactionsfromtheODMwebsite,emails,phonecallsetc.
• OurprimarysourceofdatacomesfromSharePoint
• Continuallycheckeddataforaccuracy,makingsurewearecomparingapplestoapples
• Whatdidwefind:
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DataCollectionPlan
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TotalInquiries Hotline Provider Legislation Other2014 6259 1574 319 716 7022015 13922 3509 3506 1005 4812016 12900 4997 2863 312 888
TOPAREASOFINQUIRIES
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DataAnalysis
YearHotlineTotal Inq
201620152014201620152014
14000
12000
10000
8000
6000
4000
2000
0
Data
Chart of Total Inq, Hotline
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DataAnalysis
ReasonsforContact:• Applyfor
Medicaid• Check
Statusofapplication
• ChangeMedicalPlan
• Getcopyofcard
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TheKaizenEvent
– TheTigerTeam– ATigerTeamisagroupofexpertsassignedtoinvestigateand/orsolvetechnicalorsystemicproblems
– TeamLead:JudithMcNabb
– JohnHaller,JennyHemphill,LaQuitaKelly-Allen,JaneLengel,AngelaHartman,ShaunBracely,SamuelAssoku,KelleyHigginbotham,JamesKeck
– BlackBelt: BettyBirt
– Camo&GreenBeltAssistantsBlackBelt:
– MeghanLeak,TersaLeigh,RobertBoykins,AdrianaPust
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Ma k i n g O h i o B e t t e rOH I O D E PA R TM E N T O F M E D I C A I D
KaizenTools
• SIPOC• CurrentStateMap(200Steps)• TimUWood–WasteIdentification• SilentBrainstorming(over100brilliantideas)• ImpactControlMatrix• Poka-yoke(websiteform)• FutureStateMap(14Steps)• ActionRegisters• 60-90-120dayfollow-up
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Hypothesis§ ThatredirectingamajorityoftheconsumersfromODMwebsiteforcertaintypesofinquirestotheConsumerHotlinecouldpotentiallyreducethenumberofinquireswehandleby33%.
§ BysendinganautoresponsetoProvidersinsteadofansweringtheirinquireswillreducethenumberofProviderrequestroutedthroughtheContactuspageby90%.
§ ByallowingallusersoftheSharePointworkflowtoclosetheirownroutineinquiresinsteadoftheadministratorclosingthemwillreducethistaskfortheadministratorby80%.
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ProcessImprovementGoals
ReducenumberofConstituentinquiriesbydevelopingadirectrouteto
theareathatcanrespond
UpdatetheContactUs
webpageandonlineform
Increaseoverallfunctionalityofthecurrent
trackingsystem
Re-educateProvidersthatareusingtheConstituent
InquiryportaltobypasscallingtheProvider
Hotline
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Website-Before
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Website-After
• Before • After
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GraphicalDisplays• Two-SampleT-TestandCI:Inquires,
Results
• Two-sampleTforInquires
• ResultsNMeanStDev SEMean• After 3213.728.961.6• Before3624.3 13.62.3
• Difference=μ(After)- μ(Before)• Estimatefordifference:-10.53• 95%CIfordifference:(-16.06,-5.00)• T-Testofdifference=0(vs≠):T-Value
=-3.81P-Value=0.000DF=61•
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After 2Before 1
50
40
30
20
10
0
Data
24.5172
13.8696
Boxplot of Before 1, After 2
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ProjectMetrics
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Themeanindicatestheaverageisnow14perdayor56aweek,wellbelowthecustomerexpectation.
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OtherToolsUsed§ VoiceoftheCustomer§ DILO§ ControlCharts§ CauseandEffectMatrix§ OperationalDefinitions§ Brainstorming§ Ishikawa§ RootCauseAnalysis
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§ GraphicalDisplays§ ParetoChart§ BarChart§ Histogram§ BoxPlots§ CapabilityAnalysis
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MoreValueforTaxpayerDollars
• Freesupstafftimeforotherhighprioritywork– CIadministratornolongerneedstocloseallinquiries
– Customerisservedfaster• Systemautoroutesinquiriestothecorrectareabasedonconsumerselfidentifiedtopics
• Hotlineinquiriesareroutedreal-time• HotlinehasSaturdayhours,decreases3daywaittimeforresponsesoveraweekend
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ImprovementSummaryKeyIssues HowweImproved
Determined significant number of theConstituent inquiries received by ODMcould be handled by the Consumer Hotline
ChangedthelinksontheWebsitetodirectinquiresawayfromODMandsent themdirectlytotheConsumerHotline.Decreaseduplicatesduetoautoresponse.
Providers using the Constituent Inquiryportal to bypass calling the Provider Hotline
“Re-educating”theprovidersbysendingaresponsethattheyneedtocalltheProvidercallcenterandprovidedthatinformationonthewebsite.
Theinquireswereceivedonotcontaintheneededinformationtoresearchtheissuecausingdelayedresponsetime.
Redesigningtheonlineformtocontainmoremandatoryfieldsforcollectingthespecificinformationneededforresearch.
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ImplementationPlan– March2017
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Updates1.DevelopwebpageforContactusandSharePointcollectionsitetomatch.
2.AllowMultipleindividualsinCArolethatonlyJudynowhas
3.Allowopen/closefunctionforeveryonewhohasaccesstothesolution(exceptionwhentheoriginis:Director,Governor,Legislative,CMSorAG)
4.AllowabilitytodraganddropattachmentswithinSPapplication.
5.FixformattingissueswithintheSPinternalformtoallowtexttowrap
6.Needtoreceiveinquiresinrealtime(Stopbatching)
7.DevelopaworkflowinCIsimilartoRATsandContractsprocessfordocumentroutingandapprovals-
8.AllowBureauContactstoreassigninquirestomorethanoneLinestaff
9.Allowmodifications(exceptfordeletions)tobemadetoinquiresatanystateopenedorclosed.
10.Addadate/timestampwheninquiryisrequestedclosedfortrackingandreporting
11.AddHelpfullinksareawithinCIsostaffcanopennewpageandgettoMITS,OB,(similartoRATSworkflow)
12.Abilitytoopenandprime/copyaclosedinquirytocreateanewone.
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AsAResult
§ TheCIadministratorisfocusingonhigherprioritywork§ Reductioninduplicateinquiries§ NewlyredesignedCIprocessisbeingusedasastandard
forrequirementstonewDepartmentwideCustomerRelationshipManagement(CRM)system
§ Discoveredyoucanmakesignificantimprovementswithsmallchangestotheprocesswithoutspendingmoneyorhiringadditionalstaff
“Everylineistheperfectlengthifyoudon’tmeasureit”MartyRubin
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BlackBelt- Goals§ ContinuefacilitationofactionregisteritemsforCIproject
§ Mentorotherbeltcandidates§ ParticipateinODMprocessmappingfornewsystemrequirements
§ LearnVSM(ValueStreamMapping)§ VolunteerwithLeanOhio
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Specialthanks to…
ODMPMO:FeliciaSherman,BrianSmithSponsors:RogerFouts,LizRamey,MeaganGrove
Mentor:DeboraMayle
KaizenTeamMembers:TeamLead,JudyMcNabb,andtheKaizenEventParticipantsODMITstaffandSharePointDevelopers
LeanOhio:Tim,Denae,Racquel,Michael,BrandiandScot
MyfellowBlackBeltclassparticipants
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