July 6, 2017* CCA Board Report Metrics...z CCA Board Report Metrics •“Adds” is defined as the total number of members who begin coverage for that month and were not enrolled
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CCA Board Report Metrics
• “Adds” is defined as the total number of members who begin coverage for that month and were not enrolled in coverage during the prior month as
of the report date. Movement between program types is not considered an “Add”.
• “Terms” is defined as the total number of members who are no longer covered for that month and were enrolled in coverage during the prior month
as of the report date. Movement between program types is not considered a “Term”.
• The enrollment lines show the total number of members who have coverage for that month.
• “Enrollment as of Report Date” (blue line) is defined as the total number of members with coverage in that month as of the current report date
and reflects retroactive adds and terms in the coverage month they take effect. These enrollment counts are dynamic.
• “Enrollment as of Initial Report Date” (gray line) is defined as the total number of members who were enrolled in coverage as originally reported
in the CCA Board Report Metrics published for that month, excluding retroactivity. These enrollment counts remain static month to month to
visualize the effect of retroactivity.
Total Non-Group Medical Enrollment: Current Rolling Quarter**
Total Non-Group Medical Enrollment
**Rolling Quarter time span includes previous three months and current month
This report was reformatted in August 2016 with an updated methodology that tracks changes in enrollment (i.e., adds and terms) based on the
member’s benefit start date. Previous reports tracked changes in enrollment as of the coverage month they took effect. For example, if an
unsubsidized member began coverage in January and then failed to pay her premium for February and March coverage, in April she will be retroactively
terminated as of February 1 and she will be reported as a term in the month of February; previously, she would have been reported as a term in April.
*Reporting period through July 2, 2017 Source: NTT Data Financial Management System (FMS) All Spans Extract – July 3, 2017
10,874 9,756 9,601 9,051
1,857 1,600 1,859 1,923
523 513 409 394
(7,710) (8,120)(4,289) (5,086)
(2,200) (2,510)(1,258) (1,747)
(485) (525)(365) (410)
239,363 240,074 246,031 250,156
244,756 245,748 248,851
10,000
30,000
50,000
70,000
90,000
110,000
130,000
150,000
170,000
190,000
210,000
230,000
250,000
270,000
(28,000)
(23,000)
(18,000)
(13,000)
(8,000)
(3,000)
2,000
7,000
12,000
17,000
22,000
27,000
32,000
37,000
Adds Terms Adds Terms Adds Terms Adds Terms
April May June July
Added to ConnectorCare Added to Unsubsidized QHP Added to QHP with APTC
Termed from ConnectorCare Termed from Unsubsidized QHP Termed from QHP with APTC
Enrollment as of Report Date Enrollment as of Initial Report Date
219,042 225,202 228,875 227,998 226,190226,698 231,294 236,505 239,363 240,074 246,031 250,156
224,016 230,412 234,450 233,536 234,104 238,207 246,831 246,073 244,756 245,748 248,851
10,00030,00050,00070,00090,000110,000130,000150,000170,000190,000210,000230,000250,000270,000
(30,000)(25,000)(20,000)(15,000)(10,000)
(5,000)0
5,00010,00015,00020,00025,00030,00035,00040,00045,000
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
August September October November December January February March April May June July
Added to ConnectorCare Added to Unsubsidized QHP Added to QHP with APTC
Termed from ConnectorCare Termed from Unsubsidized QHP Termed from QHP with APTCEnrollment as of Report Date Enrollment as of Initial Report Date
July 6, 2017*
Enrolled Members by Carrier
5%
17%
4%
3%
4%
5%
19%
37%
6% Blue Cross Blue Shield of MA (5%)
BMC HealthNet Plan (17%)
CeltiCare (0%)
Fallon Community Health Plan (4%)
Health New England (3%)
Harvard Pilgrim Health Care (5%)
Minuteman Health (5%)
Neighborhood Health Plan (19%)
Tufts Health Direct (37%)
Tufts Health Premier (6%)
CCA Board Report Metrics
4,313
85,2694,123
21,069
20,999
3,952
1,144387
0
10,000
20,000
30,000
40,000
50,000
Platinum Gold Silver Bronze Catastrophic
Standardized - Platinum Non-Standardized - Platinum
Standardized - Gold Non-Standardized - Gold
Standardized - Silver Non-Standardized - Silver
Standardized - Bronze Non-Standardized - Bronze
Standardized - Catastrophic
Non-Group Medical Enrollment – Unsubsidized QHP and APTC
Non-Group Medical Enrollment – ConnectorCare
33%
1%
3%
2%1%
10%
50%
BMC HealthNet Plan (33%)
CeltiCare (1%)
Fallon Community Health Plan (3%)
Health New England (2%)
Minuteman Health (1%)
Neighborhood Health Plan (10%)
Tufts Health Direct (50%)
• 51,499 individuals are enrolled in non-group
medical Unsubsidized QHP coverage and 9,765
individuals are enrolled in QHP with APTC plans.
• 1,296 members who were enrolled in June
ConnectorCare plans are now enrolled in
Unsubsidized QHP or APTC coverage for July.
• 72% of members are enrolled in either
Neighborhood Health Plan, Tufts Health Direct,
or BMC HealthNet Plan, with all other carriers
each representing less than 10% of the enrolled
population.
• 652 members who were enrolled in
Unsubsidized/APTC plans in June are now
enrolled in July ConnectorCare coverage.
Enrolled Members by Metallic Tier and Standardization
Enrolled Members by Plan Type Enrolled Members by Carrier
8%
16%
34%
25%
17%
Plan Type 1 (8%)
PlanType 2a (16%)
Plan Type 2b (34%)
Plan Type 3a (25%)
Plan Type 3b (17%)
z
523 513 409 394 (2,200) (2,510) (1,258) (1,747)
1,857 1,600 1,859 1,923
(485) (525)(365) (410)
58,886 58,22660,460 61,264
61,841 60,910 61,671
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
(8,000)
(3,000)
2,000
7,000
12,000
17,000
Adds Terms Adds Terms Adds Terms Adds Terms
April May June July
Added to QHP with APTC Termed from Unsubsidized QHP
Added to Unsubsidized QHP Termed from QHP with APTC
Enrollment as of Report Date Enrollment as of Initial Report Date
(7,710) (8,120)(4,289) (5,086)
10,874 9,756 9,601 9,051
180,477 181,848 185,571 188,892
182,915 184,838 187,180
25,000
50,000
75,000
100,000
125,000
150,000
175,000
200,000
(22,000)
(17,000)
(12,000)
(7,000)
(2,000)
3,000
8,000
13,000
18,000
23,000
Adds Terms Adds Terms Adds Terms Adds Terms
April May June July
Termed from ConnectorCare Added to ConnectorCare
Enrollment as of Report Date Enrollment as of Initial Report Date
*Reporting period through July 2, 2017 Source: NTT Data Financial Management System (FMS) All Spans Extract – July 3, 2017
July 6, 2017*
CCA Board Report Metrics
Non-Group Dental Enrollment
87%
13%Delta Dental of MA (87%)
Altus Dental (13%)
36,106
15,888
20,177
130 830
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
LowStandardized
Low Non-Standardized
HighStandardized
PediatricStandardized
Pediatric Non-Standardized
Enrollment by Benefit Configuration Enrolled Members by Carrier
z
*Reporting period through July 2, 2017 Source: NTT Data Financial Management System (FMS) All Spans Extract – July 3, 2017
3,216 3,020 2,908 3,194
(2,859) (3,222)(1,027) (1,361)
72,238 72,258 72,289
68,868 68,666 70,548 72,384
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
(5,000)
(2,500)
0
2,500
5,000
7,500
10,000
Adds Terms Adds Terms Adds Terms Adds Terms
April May June July
Adds Terms Enrollment as of Initial Report Date Enrollment as of Report Date
July 6, 2017*
CCA Board Report Metrics
Small Group Medical Enrollment**
323404
521
1050
100
200
300
400
500
600
Platinum Gold Silver Bronze
5%6%
4%
17%
4%
4%
29%
18%
Blue Cross Blue Shield of MA (5%)
BMC HealthNet Plan (6%)
CeltiCare (0%)
Fallon Community Health Plan (4%)
Harvard Pilgrim Health Care (17%)
Health New England (4%)
Minuteman Health (4%)
Neighborhood Health Plan (29%)
Tufts Health Direct (18%)
Tufts Health Premier (13%)
71%
5%
14%
6% 4% Delta Dental of MA (71%)
MetLife (5%)
Altus Dental (14%)
Blue Cross Blue Shield of MA (6%)
Guardian (4%)
72%
27%
1%
High Low Pediatric-only
1 10 6 4 2
6 6 5 3 1 5 5 (1) (2) 0 (1) (3) (4) 0 0 (6) (1) (7) (1)
186 194 200 203 202 204 210 215 212 212 210 202
975 1,029 1,064 1,069 1,067 1,073 1,105 1,125 1,118 1,140 1,1441,095
(400)
(200)
0
200
400
600
800
1,000
1,200
1,400
(25)
0
25
50
75
100
125
150
175
200
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
August September October November December January February March April May June July
Group Adds Group Terms Group Enrollment Member Enrollment
29 29 33 32 47 76 71 46 82 54 46 27(22) (37) (27) (41) (36) (14) (51) (69) (29)(87) (72) (32)
1,385 1,377 1,383 1,374 1,385 1,447 1,467 1,444 1,497 1,464 1,438 1,353
6,157 6,104 6,330 6,286 6,400 6,405 6,464 6,386 6,233 6,264 6,237 5,803
(6,000)
(4,000)
(2,000)
0
2,000
4,000
6,000
8,000
(100)
(50)
0
50
100
150
200
250
300
350
400
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
Ad
ds
Term
s
August September October November December January February March April May June July
Group Terms Group Adds Group Enrollment Member Enrollment
Enrolled Groups by Metallic Tier Enrolled Groups by Carrier
Enrolled Groups by Metallic Tier Enrolled Groups by Carrier
Small Group Dental Enrollment**
** July counts do not include BCBS membership and reference a subset of data resulting in preliminary enrollment counts
** Group adds and terms represent a point-in-time snapshot of small group membership and may not include membership retroactivity
July 6, 2017*
*Reporting period through July 1, 2017 Sources: SBSB SHOP Database – July 1, 2017; NTT Financial Management System (FMS) – July 3, 2017
CCA Board Report Metrics
Customer Experience
z
July 1, 2017*
*Reporting period through June 30, 2017Source: NTT Data
90
80
87
75
70 7
4
70
74
74
68
98
13
4
12
9
82
10
0
71 7
5 77
0
25
50
75
100
125
150
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Th
ou
san
ds
Call Volume 2016 v. 2017
2016 2017
4.9
%
4.7
%
7.7
%
3.9
%
2.5
%
1.9
%
6.9
%
9.0
%
13
.1%
3.6
%
0.7
% 1.4
%
7.2
%
2.0
%
3.4
%
0.3
%
1.0
%
0.3
%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Abandonment Rate 2016 v. 2017
2016 2017
15
1
12
4 17
4
98
59
46
14
8
20
9
29
5
83
21 4
3
18
4
58
10
0
13 3
5
13
0
50
100
150
200
250
300
350
400
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
se
co
nd
s
Average Speed to Answer 2016 v. 2017
2016 2017
76%
85%77%
7%
7%
9%4%
2%4%3%
3%3%
10%3%
7%
0%
20%
40%
60%
80%
100%
CSR Satisfaction CSR Friendliness CSR Knowledge
Customer Satisfaction Score – June 2017
Questions
--How satisfied are you with how our customer service
representative resolved your issue today?
---How friendly and courteous our customer service representative
was today?
--How satisfied are you with the knowledge of the customer service
representative you spoke with today?
--How satisfied are you with the overall service provided to you by
the Health Connector today?
Very dissatisfied Dissatisfied Neither dissatisfied or satisfied
Satisfied Completely satisfied
59%
59%
60%
62%
60%
62%
61%
62%
68%
63%
63%
62%
61% 66% 65% 67% 70% 66%
13%
13%
13%11%
12%10%
13%12%
13%
11%12%
10%13%
12% 13% 10%7%
12%
8%7%
7%7% 7%8%
8%7%
6%
8% 8%
10%8%
7% 6% 7% 9% 7%6%
4%5%6% 4%
6%4%5%
2%7% 5%4% 6%
6%4% 4%
5% 5%
14%
17%
15%14%
17%
14%
14%
14%
11%11%
12%
14%12%
9%12% 12%
9% 10%
0%
20%
40%
60%
80%
100%
Jan
-16
Jan
-17
Fe
b-1
6F
eb
-17
Ma
r-1
6M
ar-
17
Ap
r-1
6A
pr-
17
Ma
y-1
6M
ay-
17
Jun
-16
Jun
-17
Jul-1
6Ju
l-1
7
Au
g-1
6A
ug-1
7
Se
p-1
6S
ep
-17
Oct-
16
Oct-
17
No
v-1
6N
ov-1
7
De
c-1
6D
ec-1
7
Overall Customer Satisfaction 2016 v. 2017
CCA Board Report Metrics
Customer Experience
z
July 1, 2017*
*Reporting period through June 30, 2017Source: NTT Data
15
5
16
0
20
5
16
6
13
7
11
2
11
3
10
9
86
88 93 1
101
42
13
5
24
1
17
7
17
2
11
1
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Number of Urgent Services Cases Received (Monthly)
2016 2017
90
93
12
5
98
87
74 75 8
6
75
10
6
11
1
12
3
20
3
13
1
12
7
86
72
56
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Number of Ombudsman Cases Received (Monthly)
2016 2017
2
18
1 1
3
18
Mar-17 Apr-17 May-17 Jun-17
Inventory Aging
Urgent Services Ombudsman
Total Open Cases as
of 7/1/2017: 43
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