1. Navigator – Certified Application Counselor TECHNICAL ADVISORY COMMITTEE NOVEMBER 18, 2015 1

2. Agenda  HBE Updates  Navigator Program Updates  HBE Draft Strategic Plan  Health Insurance Literacy 2

3. Navigator TAC Members  David Escame, Amerigroup  Devon Love, Center for Multicultural Health  Linda Tomasheck, Valley View Health Center  Rhonda Hauff, Yakima Neighborhood Health Services  Vicki Lowe, Jamestown S’Klallam Tribe  Whitney Johnson, Foundation for Health Generations  Jessica Rock, Whatcom Alliance for Health Advancement  Char Massong, Swedish Medical Center  John Hamje, Office of the Insurance Commissioner (ex-officio) 3

4. Updates  OE 3 running smoothly  Moda  Coverage through December  No new QHP enrollments  Columbia United Providers (Clark County)  Medicaid assets acquired by Molina  Will withdraw from QHP market in 2016  QHP coverage through December  No new QHP enrollments 4

5. Seattle-King County 5

6. 2015-16 Lead Organizations 6

7. Navigator applications submitted (10 days) 7 *Based on Navigators submitting enrollment forms

8. Percent that Selected a Plan 8

9. Reason for not selecting a plan 9

10. How did you hear about us? 10

11. Navigator Team Q4 Objectives October  Resolve LO coverage issues  Implement web form and enrollment reports  Establish process for extracting and disseminating leads from Healthplanfinder November  Get input on next steps in language access and support needs of Navigators  Publish a plan comparison tool  Implement LMS and complete Fall training-testing  Train/refresh training for enhanced users  Implement LO enhanced user support for brokers December  Plan for pilot a “storefront” in January – Tri-Cities  Reconcile Navigator-CAC-HCA enhanced user roles  Disseminate enrollment reports 11

12. HBE Strategic Plan Short-Term Priorities  5 year spending plan  Establish standardized financial reporting  Define “sustainability”  Stakeholder engagement plan  Engage Board in legislative agenda  Improve Committee-TAC engagement  Develop metrics – performance, equity (NTAC priority)  Improve coordination/collaboration across agencies 12

13. Longer-Term HBE/NTAC priorities 1-2 YEARS  Expand health literacy efforts  Improve communication and provide tools/access for Navigators/Brokers to resolve customer issues more quickly  Market analysis  Navigator/Broker  Drive new enrollment, particularly QHP  Strong retention strategy  Improve communication and provide tools/access for Navigators/Brokers to resolve customer issues more quickly  Create more opportunities and facilitate joint events for navigators and brokers (Board strategy) 2-3 YEARS  Implement decision support tools  Simple, streamlined ticketing and resolution system  Configure navigator program appropriately for the changing needs of Exchange enrollees (Board strategy) 13

14. Strategic Plan Goals/NTAC priorities Foster equity  Maintain existing partnerships and build new partnerships with ties to the hardest-to-reach populations. Access to affordable coverage  Facilitate discussion among stakeholders, partners and the community on “affordability” and explore solutions 14

15. Health Insurance Literacy NAVIGATOR TECHNICAL ADVISORY COMMITTEE

16. Open Enrollment Prep Health insurance literacy research ◦ Findings: ◦ Consumers find terminology, benefits comparisons, and math difficult ◦ Consumers don’t switch plans and generally don’t like shopping for insurance ◦ The more plans, the harder to choose Navigator Focus Group ◦ Survey guided development; focus group provided targeted feedback on all HL materials ◦ Findings: ◦ Certain ACA concepts still confusing for consumers: ◦ Costs ◦ Choosing a plan ◦ Post-enrollment next step

17. Open Enrollment Prep Focus group suggestions (overall): ◦ Increased training on Qualified Health Plans ◦ More heavy focus on insurance costs throughout year ◦ More easy-to-understand information, but cautious of “information overload” Materials developed for OE: ◦ Quick Guide for Immigrants and Refugees (8 languages) ◦ Essential Health Benefits ◦ Health Insurance Premium Tax Credits ◦ Metal Levels and Cost-Sharing Reductions ◦ Understanding Health Care Billing ◦ You Enrolled in Health Coverage - Next Steps

18. Enrollment Guide Enrollment Guide: A step-by-step guide through the enrollment process with a Navigator ◦ Developed as a tool to use during the enrollment process ◦ Narrative follows common enrollment process Navigators have used ◦ Why insurance is important ◦ How does insurance work ◦ What benefits are free ◦ If you don’t enroll, you’ll pay a fine ◦ Eligibility for financial help ◦ Tax credits ◦ Shopping for plan ◦ What to expect after you enroll

19. HBE Focus for 2015-2016 Materials Evergreen ◦ No dates or FPL charts to eliminate shelf life Use of graphics instead of images Focus content on areas where questions/confusion persist Use online “Partner Toolkit” to house all current materials (print-ready) Focus Group and Lead Org survey: ◦ What materials are/were most helpful in prior OE’s? ◦ Results drove print decisions for OE3 ◦ 170,000+ pieces of collateral shipped to Navigators in September/October

20. OE Check In Planned Navigator survey ◦ Using Enrollment Guide? ◦ Helpful/Not helpful? ◦ What questions persist? ◦ What struggles are encountered in completing enrollment? ◦ What tools/other ideas might help? Thoughts?

21. Health Literacy Future Direction Now that a materials are posted, what other tools and mediums might be helpful? Some ideas: ◦ Demonstration videos of common questions encountered on HPF ◦ Example: resetting password ◦ Interactive quizzes – highlight terminology that is causing confusion in shopping ◦ Bridge gap between Healthplanfinder and corporate site (wahbexchange.org), where consumer tools are housed Thoughts?