Kristi Putnam, DCBS Jill Hunter, DMS November 10, 2016 Cabinet for Health & Family Services Department for Community Based Services and Department for Medicaid Services Kristi Putnam, DCBS Jill Hunter, DMS November 10, 2016

healthcare.gov & benefind Transition Update

Transition Update Milestones Completed Before Go-Live Connectivity testing Plan certification User Acceptance and Regression Testing Website changes Consumer Notices Agent/Assister Training Qualified Health Plan (QHP) Client Lists

Transition Update Ongoing Consumer Communication Marketing Campaign Staff Readiness (DCBS OFF Team) Agent/kynector Federal Marketplace Training/Certification

Transition Update October November January 2017 FFM messaging Transition messaging begins on social media and notices Complete marketing materials distribution Launch creative materials, in-field outreach efforts Call center workers begin transition scripting Special message begins on contact center toll free line November November 1, Open Enrollment begins kynect.ky.gov website enables transition to healthcare.gov and benefind.ky.gov January 2017 January 31, Open Enrollment ends March 1, 2017 Special Enrollment Period for 2016 coverage ends

Kentucky as a state-based marketplace using Healthcare.gov Kentucky will maintain the kynect website as a landing page to provide information and will direct Qualified Health Plan eligible individuals to HealthCare.gov and Medicaid/KCHIP eligible individuals to benefind.ky.gov Kentucky will maintain the current call center to provide information and prescreen individuals for referral to either HealthCare.gov or benefind.ky.gov. Support Professionals and Tier 2 lines will be available DCBS call center will be available Kentucky Health Benefit Exchange will maintain responsibility for education and outreach, agent and assister program, 1095 forms (for plans through 2016), Small Employer Health Options Program (SHOP)(for plans that commenced prior to 2017), and maintaining a hotline for general information

DCBS O.F.F. Team “Operation Field to Frankfort” was initiated in April 2016 to help mitigate DCBS workload issues due to benefind rollout Centralized processing unit at Mill Creek in Frankfort Initially comprised of 100 staff from across the state Leveraged central office policy, system, and technology resources Successfully assisted field offices in working backlog Permanent O.F.F. team in progress – “DCBS Special Operations” Permanent central processing unit will provide operational flexibility for response to field office support needs Team will have ongoing access to central office policy, system, and technology support Leadership and initial staff are in place; estimated completion of team - November 30, 2016 Temporary O.F.F. team will scale down as Special Operations is built

Staff Readiness DCBS trained 120 staff on Federally Facilitated Marketplace (FFM) Number of staff needed to process is based on previous open enrollment numbers (estimated staff needed: 100) 30 FFM trained staff will work through end of open enrollment as part of the “O.F.F.” team in Frankfort Remaining 90 FFM trained staff will be available in local DCBS offices as needed for peak open enrollment workload

Websites

Where to apply Coverage Year Type of Coverage Where to Apply QHP Advanced Premium Tax Credit (APTC) MAGI Medicaid Non-MAGI Medicaid 2017 Coverage APTC State programs

Facilitating an Enrollment

• 2017 button navigates to the pre-screening page • Direct link to HealthCare.gov • Direct link to benefind • Next button will continue with pre-screening

Account Transfer Process

Account Transfer Application Transfers will go between HealthCare.gov and benefind. No Wrong Door FFM transfer to benefind benefind transfer to HealthCare.gov 14

Education and Outreach

In-Person Assisters (IPAs) Insurance Agents Provide Information Explain Plans and Benefits in Detail Plan Selection and Enrollment Application Assisters (kynectors) and Navigators Community Outreach Events Application Assistance Facilitate Enrollment Certified Application Counselors (CACs)

In-Person Assister Training - KOHBIE Community Forums (Completed) Eight forums throughout the state (Northern KY, Frankfort, Owensboro, Paducah, Louisville, Morehead, Prestonsburg, and Somerset) Provided Information About Transition, Communication Plan, Processes, Resources, and Roles Designed for Insurance Agents, Application Assisters (kynectors), Certified Application Counselors, Navigators, Advocacy Groups Webinars (Ongoing) In-Depth Information and Discussion Regarding Specific Topics Topics include Working with Immigrant and Refugee Populations, Account Creation and ID Proofing, Application Process and Eligibility Determinations, Data Matching Issues and Verification, Appeals Federal Training and Certification (Ongoing) Web training on federal processes Training completion grants certification to participate with HealthCare.gov

Direct Member Outreach Notices Mailed to three target groups: Eligible and Enrolled in a Qualified Health Plan (with or without APTC) Mixed Households (Some members enrolled in a QHP and some in Medicaid/KCHIP) Eligible but Not Enrolled (Applied and were found eligible but did not enrolled in a QHP) Included Information about new process, where to apply based on circumstance, deadlines, penalty warning, agent/application assister name and phone number (if one named on case), telephone numbers to contact for information or if in-person assistance is needed Postcards Brief reminders about Open Enrollment First run was October 28th Runs scheduled approximately every three weeks thereafter Message changes after December 15th Notices from Issuers Mailed to their enrollees Included information about enrolling via HealthCare.gov for 2017 Qualified Health Plan Enrollee List Emailed securely to each agent/kynector for early outreach

Public Messaging State Call Center Phone scripting and special messages about transition Started October 8th Saturday hours 8:00am – 5:00pm beginning November 1st DCBS Call Services/DMS Member Services Started November 1st Community Outreach Events Hosted by Application Assister Agencies 200 to 300 per month throughout the state Upcoming events posted on Health Benefit Exchange’s website

Public Messaging Federal Call Center Special phone messages for Kentuckians Open 24/7 HealthCare.gov website message for Kentuckians

Marketing Campaign Digital Non digital On-Site Events public markets urgent care centers city centers Public Advertisements counter displays posters brochures Toolkit for stakeholders Radio Spots Digital toolkit for stakeholders Text and email campaign Social Media Digital ads/banners online

2017 Plan Offering Summary Insurance carrier and average premium increase Anthem 23% Caresource 29% Humana 31% Number of Counties with one Insurer ------ 59 Transition from Kynect portal to Healthcare.gov portal had no effect on Plan choice or premium increases Higher premium increase will be offset for some enrollees by APTC, for those who qualify

Questions?