developing aims vicki c. grant, director supporting families national program office covering kids...

Developing Aims

Vicki C. Grant, Director

Supporting Families National Program Office

covering kids& families Process

ImprovementCollaborative

Goal of the Collaborative:

Maximizing the Efficiency and Effectiveness of the Enrollment and Retention Processes in

Medicaid and SCHIP Eligibility Systems

·       

covering kids& families Process

ImprovementCollaborative

Aim Statements• Reduce by 30% the number of closures

for failure to return renewal forms by 4/1/04

• Reduce application processing time by 25% by 3/1/04

• Reduce waiting times by 50% by 2/1/04/• Reduce rework on cases by 50% by

4/1/04

covering kids& families Process

ImprovementCollaborative

They clearly communicate the expectations –

• We will see a 40% reduction in the cases being closed for failure to return the renewal form.

• We will reduce the average waiting time to 15 minutes.

Why Use Numerical Goals?

covering kids& families Process

ImprovementCollaborative

covering kids& families Process

ImprovementCollaborative

Child or Adult

Office Decision

(1) Accurate Decision

(2) Inaccurate Decision

(3) Inaccurate Decision

(4) Accurate DecisionDetermined

Not Eligible

Determined Eligible

Eligible Not Eligible

Effects of Rework

Assumptions:• 10 minutes are required to close a case.• Work is 8 hours/day, five days/week, 52 weeks/year.• Salary and operating cost per worker is $40,000/year.

1,000,000 children and adults lose Medicaid or SCHIP coverage every month

Effect:• 960 eligibility workers per month on this task alone.• Cost is $38.4 million a year.