Molina Marketplace Broker Assisted Wellness Survey Agent Training

Training Agenda Molina’s Broker Assisted Wellness Survey Program Goal Wellness Survey Data: Why is it Important? The Impact of Risk Transfer Payments Wellness Survey Process Overview VUE Portal Step by Step Instructions Survey Guidelines FAQs UAT Testing SME Requirement Review Design review Approvals

Program Goal As a pilot project, Molina Marketplace will partner with our brokers to assist with capturing Wellness Survey data from our new membership. The goal is to proactively engage with this new membership so that Molina can provide the best possible care for members. The Wellness Survey will be launched in all states. Program Kickoff April 2017! Strengths of our broker network include: UAT Testing SME Molina is currently one of the top 5 QHP’s, thanks in large part to our broker partners 59% of total Marketplace membership for 2017 was broker assisted* The great relationship between brokers and members should lead to a higher conversion rate on the Wellness Survey Requirement Review Design review Approvals *As of the conclusion of OEP

Wellness Survey Data: Why is it Important? What is the ACA’s Risk Adjustment program? Risk Adjustment is a health acuity based program that measures the health status of all members who have a plan on the Marketplace. How does the ACA’s Risk Adjustment work? Support is provided to carriers based on the overall health of their membership. In order to receive the appropriate level of support, it is important that Molina accurately capture this health data and provides it to CMS1. The goals of Molina’s Risk Adjustment activities are: To recognize the health issues of our members early on, so that we can provide appropriate care COPD Program Diabetes Management Care Management Provide CMS with accurate health data on our membership, so that Molina is provided with the appropriate resources to deliver the highest quality of care UAT Testing SME Requirement Review Design review Approvals 1 Data provided to CMS is masked, meaning member identity information is not provided

The Impact of Risk Transfer Payments % of gross revenue Savings impact of the 2018 Methodology Risk Transfer Payment Net Revenue Improved HCC capture through HRA’s can significantly reduce Molina’s Risk Transfer Exposure Changes in the Risk Transfer Methodology for 2018 will also improve Molina’s experience Broker participation in the HRAs will have multi faceted impacts

Wellness Survey Process Overview Broker contacts member Broker conducts survey Broker sends survey results to Molina via VUE Molina reviews survey results Molina schedules members for follow up, as appropriate Brokers contact NEW members using the Molina developed outreach process Survey will be hosted in the VUE Broker Portal. Brokers will only have access to their own book of business, Agencies will have access to their agency BOB Questions are based on existing Wellness Survey questions, to maintain consistency with other Molina Surveys Survey results will be reviewed, and next steps will be determined. Molina Corporate will share survey results with state health plans Health plans will contact members to schedule follow up appointments, if needed Requirement Review Design review Approvals

VUE Portal Step by Step Instructions

Eligible Member Search To see the members who are eligible for the survey: Go to the Book of Business tab and select Insured details. In the Search function, select yes on both the “Wellness Survey Eligible” and the “Show All My Agents” drop down menus. Click the purple search button on the far right and all of the members who are eligible for the survey will populate below. UAT Testing SME Requirement Review Design review Approvals

Eligible Member Search Select the member that you wish to complete the survey for, by clicking on the radio button to the left of their name Click on Wellness Survey UAT Testing SME A new screen will appear that shows the Subscriber Number in the far left column. It will also show if a survey has been completed for the subscriber previously. If this field shows “No” then the Wellness Survey link will be enabled. Click on Wellness Survey link. Requirement Review Design review Approvals

Wellness Survey The survey will open in the next window The Spanish version of each question is right next to the English question Questions with an * are required. The scroll bar on the right indicates that there are more questions below UAT Testing SME Requirement Review Design review Approvals

Question Types Questions with text field boxes are not required and are free text fields (It is recommended) Questions with radio buttons are multiple choice and only one answer can be selected Questions with a square check box are multiple choice and more than one answer can be selected UAT Testing SME Requirement Review Design review Approvals

Question Types There are some questions that will trigger a follow up question to be asked, if the initial answer is yes. UAT Testing SME Requirement Review Design review Approvals

Incomplete Question Prompt If the survey is submitted without all of the required questions being asked, then a pop up screen will appear which will indicate which questions are still pending. UAT Testing SME Requirement Review Design review Approvals

Survey Submission When the submit button is clicked, then a pop up will appear to confirm that you are ready to submit the survey. If Yes is pressed, then the survey will be submitted. If no is pressed, then you will be returned to the survey where you can make changes UAT Testing SME When the survey has been submitted, the next screen will show that the Wellness Survey has been completed Requirement Review Design review Approvals

Survey Submission Once the survey has been submitted, you will not be able to go back and edit the survey If you click on the survey link, you will see the survey questions and answers will be grayed out UAT Testing SME Requirement Review Design review Approvals

Dependent Survey UAT Testing SME If the subscriber indicates that someone else on their policy has one of the conditions mentioned during the subscriber survey, then they can complete a survey for the dependent by clicking the Add Dependent Survey link. The Dependent ID field is not a required field, as the subscriber may not have that information readily available. Dependent name and date of birth are required fields The dependent D.O.B can be entered manually, or by using the calendar function UAT Testing SME

Dependent Survey UAT Testing SME Requirement Review Design review Once the dependent details are entered, the below screen will appear, which shows the subscriber number, and the dependent details that were entered. To begin the dependent survey, click on the Wellness Survey link that is on the dependent row. UAT Testing SME The dependent survey will open, and is ready to be completed Requirement Review Design review Approvals

Survey Script Script

Survey Guidelines UAT Testing SME Requirement Review Design review The survey will be administered through the VUE Broker portal. Brokers will only have access to members in their own book of business. The survey is open to NEW members who have an effective date of 1/1/17 or later. This survey is not open to renewal members. The survey is open for 60 days from 4/19/17 through 6/17/17. The main survey will be based at the subscriber level. If the subscriber indicates that a dependent has any of the health indicators on the survey, then the broker will have the ability to complete a survey for that dependent. The questions and answers on the survey will be in English and Spanish. If the member has a change in their metal tier, they are not considered eligible for the survey, unless they have a gap in coverage of more than 30 days. If the member changes product, then they would be considered new members, and would be eligible for the survey. All agencies and brokers have been trained on HIPAA confidentiality requirements with regards to handling member information. UAT Testing SME Requirement Review Design review Approvals

States where HRA is Offered States where HRA is NOT Offered Member Incentives If a member answers “yes” to any question, Molina will follow up with them to schedule an in-home health assessment If the member completes the IHA, they are eligible to receive a $50 gift card (see table below) To ensure the integrity of the survey, please only mention this incentive after a survey has been completed with at least one “yes” answer States where HRA is Offered States where HRA is NOT Offered Texas Florida Utah Michigan Wisconsin Ohio California Washington New Mexico UAT Testing SME Requirement Review Design review Approvals

FAQs 1.       Will my client be denied services or no longer be eligible if they do not participate in the survey?                     No, this survey is completely optional and will not affect their status in any way 2.       Will my client’s premium be affected by the answers on this survey??        No, this survey will not have any effect on premiums, co-pays, or deductibles   3.       How long does this survey take to complete?        The survey will take approximately 5 minutes to complete 4.       How many times should I attempt to call client?        Please attempt at least 3 times, but you can attempt as many times as you would like 5.       Is this survey only for one state?        No, this survey is for any of the 9 states you are contracted in and have clients. 6.       How long do I have to complete all the surveys?        60 Days        UAT Testing SME Requirement Review Design review Approvals

Molina Member Services Number FAQs 7.       If, while conducting a Wellness Survey, a member asks about an issue they are having with claims, invoices, providers, etc., who may we refer the member to for assistance? Please advise the member to contact the Member Services Department for resolution        State Molina Member Services Number California 888-858-2150 Florida 888-560-5716 Michigan 888-560-4087 New Mexico 888-295-7651 Ohio 888-296-7677 Texas 888-560-2025 Utah 888-858-3973 Washington 888-858-3492 Wisconsin 888-560-2043 UAT Testing SME Requirement Review Design review Approvals

Amy DeMarco Broker Channel Manager, CA Marketplace (657) 243-7461 Questions Amy DeMarco Broker Channel Manager, CA Marketplace (657) 243-7461 Amy.DeMarco@MolinaHealthcare.com UAT Testing SME Requirement Review Design review Approvals