Recommendations for Successful Outreach and Enrollment for Diverse Communities Ellen Wu Executive Director

General Recommendations for Outreach and Marketing Allocate sufficient resources Target resources for consumer assistance to the populations with the highest need Develop outreach strategies and messages aimed at each racial/ethnic and language specific group Involve communities of color in the design and implementation of marketing campaigns Use traditional marketing efforts cautiously

General Recommendations for Enrollment Integration between public programs Strengthen data collection efforts to help identify and address disparities Applications should only require information that is needed Accommodate complexity of mixed-status households Design web portal to account for differences in culture, language, and health literacy

General Recommendations for Enrollment Maximize enrollment – Pre-enrollment – Auto-enrollment Simplify enrollment processes – Self-attestation “Real-time” determination “First class” customer service experience

Successes with Covered California! Reducing disparities is part of their mission Adopted the 13 Medi-Cal managed care threshold languages Conducted focus groups with multiethnic and multilingual populations Approved $40 million for outreach and education grants

Covered California In-Person Eligibility and Enrollment In-Person Assisters Program: April 2013 – Payment on a “Flat Fee Basis” Per Successful Application: $58 Per Successful Annual Renewal: $25 – Pre-October open enrollment Navigator Program: June 2013 – Payment will be through grants – After open enrollment – need health plan fees to fund

Covered California Language Access Services Translate materials into 13 Medi-Cal managed care threshold languages CalHEERS available in Spanish Oral interpretation in all languages Intent to hire bilingual customer service representatives for 13 Medi-Cal managed care threshold languages

Recommendations for Covered California CalHEERS translated in other languages “Taglines” in 15 languages on CalHEERS Dedicated 800 numbers for specific languages Requirements for Qualified Health Plans – Collect and analyze race/ethnicity and language data

Recommendations for Medi-Cal Simplify redetermination process Maintain state-only Medi-Cal Expand state-only Medi-Cal

Discussion Questions What other kinds of data or research would be helpful in your advocacy efforts? What is happening to advance cultural and linguistic competency in your state exchange or Medicaid program? What is your state’s plan for enrollment of diverse communities? What can academia provide to support these efforts? What are some examples of innovative outreach efforts you’ve seen in your state? What types of innovative partnerships has your state engaged in?

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