1. IT Updates Maryland Health Benefit Exchange Board Meeting
January 26, 2014
Presented by: Kevin Yang
CIO, MHBE

2. Key Online Enrollment Statistics HIX Program Management
Agenda
Key Online Enrollment Statistics
HIX Program Management
Consumer Experience / External Portal
Worker Experience / Internal Portal

3. Key Online Enrollment Statistics
Online Account Registrations
Applications Started
Electronic Applications Completed
Individuals on Completed Applications
Individuals Eligible for Medicaid / CHIP
Individuals Eligible for QHPs
Enrollments into QHPs
Cumulative 10/1 - 1/18
139,420
140,839
70,061
102,949
65,127
33,835
25,177
Since the last Board Meeting report (12/17) the number of enrollments into QHPs has more than tripled
Week ending 12/28 saw the greatest number of enrollments at ~6,500
MHC is averaging 311 new QHP enrollments per day in January
Consumer experience is improved but issues still remain

4. MHBE is working with Noridian to prioritize fixes
HIX Program Management
An assessment of the current system has identified a number of architectural and infrastructure issues that the team is working with Noridian to correct
Noridian continues to make incremental system improvements in the current implementation to address issues – multiple defects remain outstanding
MHBE is working with Noridian to prioritize fixes
Noridian continues to provide data and reporting to identify populations that require outreach and enrollment support
MHBE is working to improve vendor and project management
4 are closed Password reset Account creation load performance level Multiple site access SSN mismatch 1 mostly closed CIS match failures 3 open Intermittent freezing / browser resize -- tbd on substantial fix, ETA by mid-week Intermittent freezing / enroll button -- tbd on substantial fix, ETA by mid-week APTC Null/-1 -- targeting this week, was relatively smaller item on list 1 no longer deemed critical 270/271 Medicaid hold up

5. User Experience Improvements
User Experience / Consumer Portal
User Experience Improvements
Corrected issue with management of family relationship codes that resulted in incorrect premium calculations
Improved interface between the Internal Worker Portal and the External Portal so that citizens can plan shop using applications data-entered by internal customer support personnel more effectively
Identified and eliminated multiple causes of “stuck” cases, allowing more citizens to complete applications and enrollments online
4 are closed Password reset Account creation load performance level Multiple site access SSN mismatch 1 mostly closed CIS match failures 3 open Intermittent freezing / browser resize -- tbd on substantial fix, ETA by mid-week Intermittent freezing / enroll button -- tbd on substantial fix, ETA by mid-week APTC Null/-1 -- targeting this week, was relatively smaller item on list 1 no longer deemed critical 270/271 Medicaid hold up

6. Account Registration / Log-In
User Experience / Consumer Portal
Account Registration / Log-In
Corrected issue where users met published password requirements but still had their passwords rejected by the HIX security system
Added additional validations and error messages to ensure users are created valid log-in IDs
Notifications to Consumers
Manually triggered batch notifications on required verifications will be available within the next two weeks
Focus will shift to generating eligibility determination notices shortly thereafter (mid-February)

7. Plan Selection, Enrollment, 834s
User Experience / Consumer Portal
Plan Selection, Enrollment, 834s
MHBE working with carriers to address issues with enrollments
Identifying and correcting root causes of processing errors with carriers (e.g. missing information, premium mismatches, etc.)
Created an approach that allows consumers who missed the January 15th premium payment deadline to get 2/1 start date coverage without re-applying so long as they pay carriers by February 15th
Implemented an alternate process to create manual 834 files for consumers who are unable to complete plan selection due to system issues

8. Metrics – Internal Users
Worker Experience / Internal Portal
Metrics – Internal Users
Total of 2,959 internal users with provisioned accounts.
89% or 2,614 internal users have activated their accounts.
24,744 of 70,061 completed applications were created internally.
Connectivity for Connector Entities
Main office locations connected to the HIX via NetworkMaryland and additional can be added as necessary
Targeting setting up VPN access for up to 250 navigators by the end of January 

9. Upcoming Fixes and Functionality
Worker Experience / Internal Portal
Upcoming Fixes and Functionality
Continue to prioritize and address outstanding defects, working highest priority first
Additional notices and batch functionality
Life events
Manual overrides
Address discrepancies between internal and external portal
Define timeline for functionality not yet implemented