Comprehensive Inreach and Outreach Planning

Transcription

1 Comprehensive Inreach and Outreach Planning Outreach & Enrollment Training and Networking Meeting October 23, 2014 Michigan Primary Care Association

2 Creating your Workplan Background and Research Planning for Outreach/Inreach Success Investing in Staff and Systems Messaging and Materials Development Formalizing Enrollment Processes Post-enrollment Education and Support Coordinate with Partners Evaluate Outreach Effectiveness

3 BACKGROUND AND RESEARCH

4 Background and Research Conduct foundational outreach data analysis and needs assessment UDS Mapper udsmapper.org U.S. Census Bureau: American Fact Finder factfinder2.census.gov Get Covered Data Enroll America State Health Access Data Assistance Center (SHADAC) datacenter.shadac.org/ United Way ALICE Report Kaiser Family Foundation kff.org/

5 Needs Assessment Utilize background and research to draw conclusions about your community s needs Understand barriers to getting health coverage Language Transportation Health Literacy Hours of operation

6 PLANNING FOR OUTREACH / INREACH SUCCESS

7 Plan for Outreach/Inreach Success: Investing in Staff and Systems Educate all staff Does every staff member understand how health coverage enrollment and renewal affects your organization? Can every staff member seamlessly guide a consumer to coverage resources and enrollment assisters? For Health Centers: do your staff understand the importance of providing this assistance for patient retention? How can you incorporate this basic training into existing staff/team meetings?

8 Plan for Outreach/Inreach Success: Investing in Staff and Systems What should all staff understand in relation to outreach and enrollment? How coverage can improve patients access to care and health status Changes to the Medicaid program Basics of the Health Insurance Marketplace and premium tax credits Essential health benefits (what s covered) The coverage mandate How to refer a consumer to enrollment assisters Patient retention strategies

9 Plan for Outreach/Inreach Success: Investing in Staff and Systems Staff providing direct enrollment assistance will need a high level of expertise in coverage issues across Medicaid, MIChild and plans sold in the marketplace Ongoing training Who is keeping up with the high volume of information? What resources are you relying on? Build and share internal expertise How are you sharing enrollment successes, strategies, and challenges among team members?

10 Plan for Outreach/Inreach Success: Messaging and Materials Development Raising Awareness during OEP2 Affordable Coverage Options Renewal Process Financial Assistance Health Literacy

11 Plan for Outreach/Inreach Success: Messaging and Materials Development 79% of uninsured adults who did not look for coverage do not know about financial help / subsidies. Enroll America, July Voices from the Newly Enrolled and Still Uninsured.

12 Plan for Outreach/Inreach Success: Messaging and Materials Development Kaiser Family Foundation, Kaiser Health Tracking Poll: October

13 Plan for Outreach/Inreach Success: Messaging and Materials Development Messages that incorporate motivation to enroll: Affordable ( Fits Your Budget ) Comprehensive Coverage (Range of Services/ Regular Care) Financial Security (From Bills and Debt) Plan Security (Peace of Mind When The Unexpected Happens)

14 Messaging Examples

15 Plan for Outreach/Inreach Success: MPCA Text Messaging Program Clients text "InfoMI" to to opt in to receive information about local assistance and to obtain updates about available health coverage options. Individuals only receive 1 or 2 messages a month and can opt out at any time. Text service logo and printable cards are available to download in the MPCA O/E Toolkit

16 Text Message Examples Need help applying for Health Coverage in Michigan? Reply with LOCATE to find the nearest inperson assistance near you! Reply STOP to cancel messaging. Health Insurance enrollment begins today! Visit healthcare.gov online or find an organization to help. Call with questions. Reply STOP to quit.

17 Plan for Outreach/Inreach Success: Formalizing Enrollment Processes Think about the enrollment process from start to finish How are patients and/or community members referred? How do patients make an appointment with an O/E Specialist? Document the steps, the tips, the tricks, website URLs, helpful links, troubleshooting resources, patient take-away materials, etc.

18 Plan for Outreach/Inreach Success: Post-enrollment Education and Support Why education? Allow time for education when scheduling appointments and provide take-aways Structure education into every encounter Types of support Go beyond the health insurance enrollment to provide education for using new coverage Know your community resources for referral and be prepared to make linkages to reduce barriers to coverage and care

19 Plan for Outreach/Inreach Success: Post-enrollment Education and Support Choosing a health plan and completing the enrollment process Changing your policy after enrollment Filing for exemptions and other expectations for tax filing Understanding health insurance terms Using your new health coverage to access health care

20 Plan for Outreach/Inreach Success: Post-enrollment Education and Support MIcoverage.org

21 COORDINATE WITH PARTNERS

22 Coordinate: Working with Partners Identifying key partners Who is doing the work of enrollment assistance? Which organizations/services in your community are reaching the uninsured? Building effective partnerships Identify and fill gaps together Assess your partnerships for value How many people can the partner help your program reach? What resources does the partner have in place for outreach (newsletter, website, walk-in traffic)

23 Coordinate: External Events Awareness Be present to get out the message Education Provide information and answers to community members about health coverage, deadlines, and enrollment assistance Enrollment Assist with submitting enrollment applications

24 Coordinate: Structure Standardized Partnership Options Levels of Partnership Low engagement Partner agrees to make your written materials available and refers clients who request assistance Medium engagement Partner allows you to provide on-site assistance or have access to its constituents High engagement Partner donates resources, such as the time of staff or volunteers, to further your O/E activities Monitor trends and referrals to prioritize your investment in partnerships

25 Coordinate: Reaching the Broader Community Paid Media Options Bus, Bus Shelter and Other Local Public Transportation Advertising Options Billboard and Poster (like a billboard, but smaller, more prominent in urban areas) Options Radio (Paid and PSA) Local Television (Paid and PSA) Social Media (In addition to posting and sharing efforts, primarily Facebook but YouTube and other video sites are certainly good options as well) Search Engine (Paid ads alongside search results on Google etc.) Mobile / Online (Buying ads on websites with lots of traffic in the community, for example local media)

26 Coordinate: Reaching the Broader Community Who still needs to get the message? Innovative Strategies Equip Trusted Messengers to Refer their family and friends? Visit Small Businesses and Trade Schools

27 EVALUATE OUTREACH EFFECTIVENESS

28 Evaluate Outreach Effectiveness: Tracking Outreach Approaches Health Centers receiving supplemental HRSA funding report quarterly data What additional data do you want to track? Number of Health Center patients covered by a Marketplace Plan or Healthy Michigan Plan? How many community members became patients after receiving enrollment assistance at your Health Center? Key considerations How often will you collect data? How will you track/collect data?

29 MPCA Reporting Tool Template

30 Evaluate Outreach Effectiveness: Measuring Outreach Success Evaluate Enrollment Impact Outreach Impact Outreach Events Outreach Partnerships Service Quality Consumer satisfaction surveys allow you to track quality of your outreach and enrollment services

31 Evaluate Outreach Effectiveness: Evaluating and Improving Outreach Success Clearly define the goal of each O/E activity and identify metrics for tracking your goals Goal Increase # of uninsured but eligible patients enrolled in available health coverage options Metric # of existing eligible but uninsured patients # of current uninsured but eligible patients that were contacted by O/E staff # of completed applications for current uninsured but eligible patients Increase # of new patients educated and/or enrolled # of new patients educated about health coverage options through O/E activities (i.e. one-on-one encounters and/or group sessions) # of new patients who are eligible # of completed applications for new eligible patients

32 Outreach and Enrollment Toolkit

33 Questions? For more information, please contact: Julie Tatko, MSW Lydia Ormsby, MSW Enabling Services Consultant Enabling Services Specialist