Individual Application and Enrollment Experience 2.0 May 6, 2014

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OUR OBJECTIVE Gain feedback on Individual and Family application and enrollment enhancements

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Agenda

1. Welcome and Introductions 2. Report out from CCHI, CCLP, CoPIRG and Adelante on User

Experience 3. Individual Application and Enrollment Feedback

a. Account Creation b. Eligibility Application c. Decision Support Pages d. Plan Shopping and Detail Pages e. Web Payment Pages

4. Next Steps / Additional Discussion

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Report out from CCHI, CCLP, and CoPIRG

Presenters: • Charlotte Kaye, Health Policy Fellow, CCHI

• Steve del Castillo, Adelante con la Salud

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Setting Expectations

• We want your feedback and ideas – they help us serve the customer

• This discussion is about proposed changes to the online user experience

• Connect for Health Colorado has gathered some proposed

changes that we will use as a starting point for today’s discussion

Let’s get started!

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Account Creation and Eligibility Application

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Account Creation 2.0

*Simplified*

• The Marketplace will collect limited set of data elements • Username • Password • Email Address • Security Questions

• Single Sign On with State Systems

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Eligibility Application 2.0

Stakeholder and user feedback Shared Eligibility System and Application Build

Training Coordination

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Survey Respondents

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Key Findings--Navigation

• Need more explanation up front about what is needed to complete the application and what steps should be expected

• Visually show steps of application, shopping and enrollment and where someone is at during the process

• It is not clear that clicking on “shop” from anonymous shopping takes someone back to account creation and allows them to start an application

• Some people have a hard time finding the quick eligibility calculator and

anonymous shopping paths

• It should be easier to go back and correct answers

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Key Findings—instructions and questions

• Provide more hover text, help text and case examples to ensure people

understand how to answer questions accurately. Examples: o Who should be included in the household o Who can be an Authorized Rep o Income

• Get rid of duplicate questions

• Carry over information from account creation and application to other steps

in shopping and enrollment process so people are entering the same information twice

• Language on PEAK and C4HCO are not always consistent which leads to confusion

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Key findings--timeliness

• Increase percentage of real-time determinations • Unclear why all the Medicaid questions need to be asked when

someone is clearly over-income design Expedited income path

• It takes along time to complete two applications

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Eligibility Application 2.0

• C4HCO, HCPF, and technology partners are working together to: • Define requirements for the new system, • Work through redesign of flow and screens and adjust

language/provide more help text where needed to explain concepts

• Coordinate training and testing

• Development will occur throughout Spring and Summer

• Training and Testing will be coordinated in Summer and early Fall

• Release 2.0 before next open enrollment period

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Decision Support Tools

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Out of Pocket Cost Estimator

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1. There is a disclaimer that customers will not be rated higher based on the information they provide, but this still caused confusion. One suggestion would be to remove this tool from the application flow and maintain it when browsing plans.

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Out of Pocket Cost Estimator

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Out of Pocket Cost Calculator

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Out of Pocket Cost Estimator

• Did customers use this tool?

• What can we do to make this tool more beneficial to the customer?

• Feedback?

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Provider Directory

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1. Propose moving the disclaimer to the top of the page

2. Increase the data refresh from once a month to twice a month

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Suggested New Feature: Carrier Regional Network Overview Template

Regional Network Carrier Overview Template

• If a client wanted to view a specific carriers detailed network

• They would hit the network name which would bring them to the Carrier Specific Network Template (shown on next slide)

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Suggested New Feature: Carrier Regional Network Overview Template

Carrier Specific Provider Network Name

C4HCO Shopping Page

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A potential C4HCO client could evaluate all the carries networks in their region by hitting a carriers network name from the C4HCO shopping page

OR Review the Regional Network Overview from the C4HCO website

Carrier Specific “Network Template”

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Provider Directory

• What is in the Marketplace’s control: o Frequency of uploading the data o Adding disclaimers to ensure customers confirm

participation with both their carrier and provider

• Feedback on provider search tool look and feel?

• Feedback on carrier network comparison by region?

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Plan Shopping

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Shopping Page: Proposed Changes

1. New Filters o Plan Type (HMO, PPO, EPO) o HSA Eligible (Yes / No)

2. Add Office Visit Information o Copay / Coinsurance to see PCP / Specialist

3. Add “Customer Satisfaction” Label above the Quality Stars AND add “See Details” link to Quality Page

4. Hyperlinking logo to go to the Company Overview Page

5. List provider network name with link to details on the network

6. Add “View More Plans” Buttons at the bottom of the page

7. Add additional clarity to Pediatric Only Dental Plans (NO coverage for adults)

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Feedback

• Were the filters (on the left hand side of the screen) helpful?

• What order should the filters appear in?

• Is there too much detail/not enough detail/not the right kind of detail?

• Additional comments

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Plan Detail Page: Proposed Changes

1. Remove “In Network (Tier 2)” column 2. Reorder sections / categories and

benefits 3. Rename the Plan Document PDFs 4. Modify “No Charge” language

o On HMO and EPO products to reflect “Not Applicable” for In Network and “No Benefit” for Out of Network

5. Add whether or not a referral is required to see a specialist (Y / N)

6. Dental Plans Should Show all Benefits for Adults and Children Separately – including relevant hover text

7. Clean-up Formatting (e.g., $ etc.) 8. Add “Customer Satisfaction” Label

above the Quality Stars AND add “See Details” link to Quality Page

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Plan Detail Page – Additional Documentation

• Desired sorting of plan benefits and categories • QHP: Addition of a few new benefits for display

o Non-Preferred Generic Drugs o Well Baby Visits o Dialysis o More specific habilitative and rehabilitative benefits o More granular pediatric dental benefits o Addition of Chiropractic Spinal Manipulations

• QDP: Duplicating all benefits for adults and children

o Changing language on deductibles and OOP Max to reflect dental o Clarifying Child vs. Adult deductible and OOP Max

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Feedback

• Comments

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Shopping Page: Comparison

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1. Maintain consistency ($$)

2. Eliminate Tier 2 3. Propose

eliminating use of acronyms that customers don’t understand such as EHB

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Feedback

• What would make the plan comparison page more user friendly?

• Additional comments on navigation between shopping pages

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Web Payment

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Making payment online—2.0

Customers will be able to make initial payment to their carrier online and arrange for an ongoing payment method.

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Initial Payment

Payment must be set up separately with each carrier.

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Select payment option

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Payment details (Automated Withdrawal)

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Ongoing Payment

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Select payment option

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Payment details (credit card)

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You are not enrolled until you see this message!

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Payment Screens

• In addition to facilitating online payments, what else can we change to the user experience to make initial and ongoing payments easier?

• Other comments about the enrollment process?

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Feedback

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Next Steps

1. Staff will compile feedback and work with technology partners to prioritize

2. Continue to participate in Advisory Groups: a) Non-Front Range Advisory Group:

Tuesday, May 13 10am-12pm via webinar Topic- Individual Application and Enrollment Experience 2.0

b) Outreach and Communications Advisory Group: Wednesday, May 21 10am-12pm Topic- Evaluation of 2014 Open Enrollment Campaign