chipra cycle ii grantees: successful strategies to enroll eligible children in medicaid and chip
TRANSCRIPT
CHIPRA Cycle II Grantees: Successful Strategies to Enroll Eligible Children in
Medicaid and CHIP
MPCA CHIPRA Cycle 2MPCA CHIPRA Cycle 2Coverage Retention Coverage Retention ProgramProgramStopping the Leak
Phillip J. Bergquist, CHCEFManager of Health Center Operations
CHIPRA Project Directorwww.mpca.net
About MPCAAbout MPCAMPCA is a statewide nonprofit
organization working to promote, support, and develop comprehensive, accessible, and affordable community-based health care services to everyone in Michigan.
MPCA represents 32 Michigan Community Health Centers which are the health care home for nearly 600,000 patients annually at over 190 sites across the state.
MPCA was a CMS CHIPRA Cycle 1 grantee in addition to our current Cycle 2 program.
BackgroundBackgroundNationally, “More than a quarter of all
uninsured children in 2008 had been enrolled in Medicaid or CHIP the year before. In other words, roughly two million children became uninsured in 2008, despite their ongoing eligibility for these programs.”
In Michigan, 44% of the currently eligible but uninsured children dropped out of Medicaid or CHIP during the previous year.
Data shows retention across the country is improving, but not quickly enough.
What We’re DoingWhat We’re DoingMPCA’s program, in partnership
with 8 Michigan Health Centers, works with a population of 90,000 Medicaid/CHIP enrolled children to:1. Ensure families understands how and
when to reapply for coverage.2. Remind the family to reapply as their
renewal date approaches.3. Offer assistance with redetermination
over-the-phone and in-person through their community-based Health Center providers.
How It WorksHow It WorksParents of Medicaid/CHIP enrolled
children receive both a voice and text message in the 11th month of coverage. ◦ In the 11th month, parents can press a
button on their phone when they receive the voice message or reply to the text message to receive renewal assistance over-the-phone.
Parents receive a voice message in the 12th month of coverage. ◦ In the 12th month, parents can call to
schedule an appointment (or walk-in at some Centers) to receive renewal assistance in-person at their local Health Center.
Voice Messaging ResultsVoice Messaging Results
Data from 5,000 recent voice broadcast messages selected at random.
Nearly 70% of Messages Were Successful on the First Try
- Less Than 1% of Parents Opted-Out
- Less Than 6% of Phone Numbers Were Invalid
- Roughly 3.5% Requested Assistance Directly
20% of Messages Need To Be Re-Sent
Text Messaging ResultsText Messaging Results
Data from 3,000 recent text messages selected at random.
- The system screens out all duplicate numbers (23-66%) before texts are sent
- Almost 100% of the texts were sent successfully
- Less than 1% of parents opted-out
- Less than 2% of numbers were invalid
Client Education ResultsClient Education Results
Data from client feedback surveys post initial enrollment with 11% response rate.
- Providing supportive “education” with enrollment assistance helps clients understand the coverage system including renewal
Lessons Learned (So Lessons Learned (So Far…)Far…) Getting the data is no small task, it took nearly 5
months to get permission, pull, format and match
Knowledge of HIPAA and other applicable privacy/security is crucial
Using a combined, online system for both text and voice messages has been very convenient and helps maintain Do Not Call lists and screen duplicate numbers
There’s a big learning curve amongst enrollment assisters on the redetermination process
An online renewal application makes the process much easier for everyone involved
We should have incorporated renewal reminders (with client permission) in our enrollment program from the beginning
It’s a lot easier (and cheaper) than it seems!
Questions?Questions?
For further information, please contact:
Phillip J. Bergquist517-827-0473
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Deanna WhiteCHIPRA project manager &
Coordinator of the SW Ohio Covering Kids & Families coalition
Legal Aid Society of Southwest Ohio [email protected] (513) 362-2760
Using phonatho
ns to enroll
uninsured children
on Medicaid
Why have a phonathon
»Gives people a chance to call from the convenience & privacy of their homes.
»Provides families with an expert who can answer their questions right then.
»Offers callers friendly assistance with the Medicaid application process from start to finish. 13
The basics of organizing a phonathon
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Outline of our 12/7/11 phonathon
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Results
Budget # of calls
# of kid
calls
# of applicatio
ns returned
Rate of
return
# of kids enrolled
# of applications
pending
12/7/11 phonatho
n
$2,500
365
250
127
50.80
%
85(+ 33
parents)
49 apps = 74
kids
4/20/11 phonatho
n
$14,00
0
656
411
142
34.55
%
158(+32
parents)
--
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Lesson learned:•We can spend far less in advertising, spend more time in following up with folks that call us, and net very similar enrollment results.
More lessons learned:
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1.It doesn’t have to be giant & complicated to be effective.
2.Nobody calls during the morning news hour. Start at 9am or later.
3.Having poorly trained/inexperienced volunteers can cause lots more work on the back end.
4.Don’t front load a bunch of information about the application process with the families.
5.Keep track of lessons learned.
6.The messaging from our friends at GMMB & Lake Research Partners works.
Messages that work…
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A family of four can earn $44,000 a year or more and their uninsured children can still qualify for CHIP and Medicaid.
In these tough economic times, when so many people have lost their jobs and families are struggling to make ends meet, Medicaid can help cover the cost of health care for kids and teens, even if it’s temporary.
……so parents don’t have to choose between paying for groceries or paying for health coverage.
These programs provide low-cost or free health coverage for important health services such as doctor visits, hospitalizations, check-ups, dental and vision care, immunizations, mental health, prescriptions and more.
If your situation has recently changed and your child needs health insurance, call us today.
How can this method be useful as we look ahead to
2014 ACA changes
• We’ve developed a partnership with a local media outlet we can use that to get information out to the public in 2014.
• We have a loyal troop of volunteers that we know how to mobilize & train quickly.
• We’ve learned how to prep testimonials for television, which we may be something we can replicate in 2014.
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Eligibility Assistance Unit
The Eligibility Assistance Unit at Miami Children’s Hospital takes pride in helping our patients and
assisting our community. Our team is responsible for financially clearing 100% of the children who have
services rendered at our hospital and specializes in screening for Medicaid and Florida KidCare.
Our Purpose
Screening Process
***Note: Until patient is not Medically Cleared by a physician, EAU does not approach guarantor for insurance information.
Medicaid Applications Florida KidCare Applications
Keys to Our Success24/7 Staff
Bi-Lingual/ Tri-Lingual Employee’sFollow-Up
Phone Assistance Reporting
What makes our team??Empathy- We recognize and to some extent share our patients feelings.Passion- Our passion for what we do, reflects on the work we provide.Compassion- We have a strong desire to alleviate suffering.
“We are, where the children are!”
2014Our Team’s success is driven by the
determination our staff has to positively impact and help out our entire community. In order to find the best option for continuation of care, 100% of our families are systemically already thoroughly
screened for health care coverage.
What 2014 will mean to Miami Children’s Hospital is OUTREACH. We will target communities in
need and use processes that are already in place, to obtain eligibility for everyone in the family for
the additional coverage options such as Medicaid expansion and health exchange.
Contact UsEsther Gonzalez Soraya OrtegaEligibility Assistance Unit Manager Eligibility Assistance Unit SupervisorMiami Children’s Hospital Miami Children’s Hospital305-666-6511, Ext. 2929 [email protected] [email protected]
Jodi Ray Avery SlykerProgram Director Program ManagerFlorida Covering Kids & Families Florida Covering Kids & Families813-974-3143 [email protected] [email protected]
Melanie HallFlorida Association of Children’s HospitalsDirector of Florida KidCare [email protected]
