1. Vermont Health Connect Update MEAB Monday, November 10, 2014

2. Overview  A Few Answers  Open Enrollment  This Week’s Schedule  Notices  VHC Dashboard 2

3. Robert L. Skowronski, Deputy Commissioner Answers to your questions 3

4. MEAB members asked…  Has Kelly Dougherty’s Navigator support position been posted?  No. Due to other changes in the Customer Service area, our original plan for filling Kelly’s position had to be altered.  A position to fulfill the need for customer facing support for both Navigators and Brokers was posted the week of November 9th. 4

5. MEAB members asked…  Are there phone numbers Navigators should call (rather than just Kelly’s) for particular information needs?  Yes. Navigators have received details about who and how to contact VHC for specific questions or challenges. 5

6. MEAB members asked…  In the VHC Dashboard, the data on shell cases is showing as “N/A.” Does that mean 0 BCBS shell cases at this time, or something else?  It means the data compiler made a mistake. There were actually under 50 shell cases, down from a high of over 500. 6

7. MEAB members asked…  What call volumes are we anticipating post- 11/15 and do we have necessary staff in place?  The Level 1 call center (Maximus) has completed projections of staffing needs for Open Enrollment. To be prepared, they have built out an additional 28 stations here in Vermont and will be maintaining roughly 25 seats in Chicago. They are poised for quick expansion, if necessary. 7

8. MEAB members asked…  Post-11/15, what are our call metric targets?  Service level expectations for our Level 1 call center do not change for peak times.  Service Level Forecast:  Monthly SL targets in the contract:  70% of calls answered within 25 seconds  98% of calls answered within 4 minutes  Abandon rate less than 5%  Financial penalty incurred when:  Less than 60% of calls are answered within 25 seconds 8

9. MEAB members asked…  Have we done anything since last open enrollment to facilitate call transfers from call center to call center and to other agencies?  VHC & Maximus have worked with HAEU to implement transfer improvements 9

10. This Week (Justin Tease)

11. Open Enrollment Schedule 11

12. Renewal Notices

13. Ellen Cairns Communications Manager Vermont Health Connect 13

14. VHC Dashboard

15. Qualified Health Plans 15 CategoryMetricNov-10Oct-20Sep-14Aug-14Jul-14Jun-14 Year to Date Qualified Health Plans Vermonters who chose a plan through VHC for following month 510 1,121820 1,0371,03936,893 36,001 Vermonters enrolled through VHC 425 68751036334931,500 Enrollments by metal level Cat.- 3 Bronze - 34 Silver - 87 Gold - 19 Platinum - 18 Cat.- 4 Bronze - 149 Silver- 394 Gold- 53 Platinum- 46 Cat.- 11 Bronze - 75 Silver- 164 Gold- 59 Platinum- 46 Cat.- 12 Bronze- 73 Silver- 199 Gold- 47 Platinum- 32 Cat.- 8 Bronze- 74 Silver- 199 Gold- 20 Platinum- 48 Cat.- 238 Bronze- 6,147 Silver- 16,971 Gold- 3,843 Platinum- 4,301 Vermonters who paid for following month 203 688 44051849333,147 Percent of total VHC QHP enrollees receiving premium subsidies 62% 64% 59%63% APTC enrollees in 90 day grace period* Total – 1,113 30 days – 499 60 days – 274 90 days – 340 Total – 2,274, 30 days – 1,586 60 days – 383 90 days – 305 Total - 3,000 30 days - 2,068 60 days - 468 90 days - 464 Total -5,354 30 days- 4,625 60 days-389 90 days- 340 Total -1,980 30 days- 1,266 60 days-488 90 days- 226 N/A Non-APTC enrollees payment past due* 494 1901,6152,389752N/A Enrollees terminated for non-payment for stated time period 501 313700268302644 N/A Shell Cases (BCBS only) 56 145180N/A

16. Medicaid 16 ***This does not include the approximately 33,500 Vermonters who were automatically transitioned from VHAP or Catamount to Medicaid in January of 2014. CategoryMetricNov-10Oct-20Sep-14Aug-14Jul-14 Year to Date MCA Medicaid Enrollments in reporting month 770 9181616,6775,115 N/A Enrollees who used VHC to renew Medicaid or Dr. Dynsaur coverage 4,021 3,1725,819 15,837 Enrollments through VHC to date*** 72,270 71,12669,16265,14158,464 Vermonters who automatically transitioned from VHAP/CHAP to Medicaid 1/1 N/A 33,549

17. Call Center 17 CategoryMetricNov-10Oct-20Sep-14Aug-14Jul-14Jun-14May-14 Call Center Calls to date 497,633 478,700426,868403,155310,646275,955N/A Calls offered in reporting month 34,743 51,83235,31654,26053,97351,069N/A Average wait time (minutes) 0.16 0.150.283.224.211.41.1 Average length of call (minutes) 8.89 8.7610.1712.8612.3811.511.0 Abandonment rate 0.39% 0.49%1.56%10.24%11.11%9%8% Percentage of calls answered in 24 seconds 98.02% 98.57%93.54%53.61%59.97%67%77%

18. Your Comments Appreciated!  Please contact Jacqueline Rose, Education and Outreach Manager  Jacqueline.Rose@state.vt.us Jacqueline.Rose@state.vt.us 18