washington association of school business officials · pdf fileproprietary & confidential...

Washington Association of School Business Officials Meeting June 3, 2014

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Agenda

Introductions Quality Plan Update

– 2014–2015 Goals – Survey Response – Premium Reconciliation Project – COBRA

Open Enrollment – Open Enrollment 2014–2015 Milestones – Open Enrollment Highlights – Multi-District Interactions

Additional Topics – Mid-Year Coverage Change Rules – WSIPC Pilot Project Update – WEA Wellness Tools

Appendix – WEA Reconciliation Ongoing

Proprietary & Confidential | WASBO Meeting_6.3.2013.PPT

Introductions

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Introductions

Allison Bassiouni—Aon Hewitt Stevie Cogan—Aon Hewitt Daphne Davies—WEA Michelle Krtanjek—Aon Hewitt


Quality Plan

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Progress to Date

Improved communication and relationships with School Districts (SD) – One point of contact (OCP) representative provided to each SD—January 16, 2014 – Monthly letters to SDs on change and upcoming enhancements—January through May 14 – Surveyed SDs on improvements to assess effectiveness—March 2, 2014

Data quality and accessibility – Eligibility files to Premera 2 times per week—February 17, 2014 – Real-time access to employee enrollment data via eCustomer service site—February 21, 2014 – COBRA process changes implemented—March 17, 2014

Premium variance and processing – Reconciled 2013 premiums billed vs. paid by carrier, by SD, by month—December 31, 2013 – Changed monthly premium calculation date to the 15th of the month—January 15, 2014 – Ongoing routines in place to reconcile billed vs. paid with carriers monthly—January 2, 2014 – Kicked off 15-month member level premium reconciliation review for districts with variance greater

than 5% billed—January 20, 2014


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2014–2015 Goals

OCP model – Resolve 85% of inquiries (phone calls or email) on first contact – Resolve 90% of all inquiries within 5 business days – Solid relationships based on trust and advocacy

Open Enrollment (OE) – Positive employee experience via Your Benefits Resources™ (YBR) – No impact to HR/Payroll workload – Satisfaction scores of 75% or higher from HR/Payroll contacts – Flawless delivery of

• Multi-district processing • Enrollment elections to carriers • Post OE payroll deduction file and chargeback

Premium reconciliation – All districts are managed and reconciled (billed vs. paid) to less than 5% on a monthly basis

Continued change management – Educate each other (SD and Aon Hewitt) on processes and procedures in order to deliver

excellence to the member of the WEA Select Plans – Understand ways to better connect with and serve the districts


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Survey Response

146 respondents total 87.7% of respondents have interacted with their OPC

– 62% out the 110 respondents agreed the OPC is easy to access – 53% out the 110 respondents agreed they received a timely response to their inquiry – 34% out the 110 respondents agreed they received resolution upon first contact

62% of respondents have logged into and utilized the real time access to data (eCS) – 45% out of 77 respondents agreed eCS meets their need for real time access to data – 38% out of 77 respondents agreed eCS provides the right amount of information – 46% out of 77 respondents agreed eCS provides valuable information

50% of respondents participated in the March webinar and utilized the user guide – User guides were well received with 57% responding accurate and valuable—97% when including

"slightly agree" – Webinar received high remarks with 55% responding accurate and 53% responding valuable—

89% and 92% when including "slightly agree"


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Premium Reconciliation Project

2013 member level reconciliation – Total districts = 262 – Completed district reconciliations = 23 – In-process reconciliations = 64 – Complete data not yet received = 182

Next steps for SDs not yet reconciled for 2013 – Complete those we have received data for as of 05/23 – Complete for those districts with a significant 2013 cumulative variance that carries into 2014

Reconciling 2014 and Ongoing – June 10 and 12 webinars will layout timing and updates to the process – Those SDs with a greater than 5% variance (+/-), once payment is applied will be reconciled on a

monthly basis – For SDs that are within the 5% variance, Aon Hewitt will continue to process data submitted via the

admin. portal or sent via email, but will not require monthly reconciliation discussions


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COBRA

Delivered enhanced COBRA notification process in March COBRA Notification Report—SD

– Reduced the amount of information delivered to the districts each week COBRA Enrollment Report—Aon Hewitt

– Introduced a more efficient process for communicating updates/changes on COBRA members via template

Monthly COBRA audit report – Purpose is to review current enrollees, end dates, premium waiver end date, etc. – Seed data to Aon Hewitt with updates/changes – Aon Hewitt processes any updates/changed on the districts behalf

Updated COBRA user guide – Available in the ‘Library’ on the School District Admin Portal

Positive feedback to date


Open Enrollment

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Open Enrollment 2014–2015 Milestones

Milestone Responsibility Timing

Kickoff With Advisory Board (AB) Aon Hewitt February 26, 2014

Requirements Development Aon Hewitt/WEA/AB March–May 2014

WEA Board Meeting WEA June 6–7, 2014

Open Enrollment Changes Communicated to School Districts

WEA Week of June 9, 2014

District Eligibility Solicitation Aon Hewitt/Premera/Districts June 23–July 31, 2014

Acceptance Testing/Advisory Board Meeting WEA/AB July 30–31, 2014

School District Webinar Training Aon Hewitt Early August 2014

OE Plans/Options Calculated on Aon Hewitt System Aon Hewitt August 16, 2014

OE Prepare to Enroll Aon Hewitt August 21, 2014

OE Window Opens Aon Hewitt August 25, 2014

OE Window Closes Aon Hewitt September 30, 2014

Payroll Deduction Interface Sent Aon Hewitt October 7, 2014

Eligibility File Sent to Carriers (non-ISDs) Aon Hewitt October 7, 2014

November Premium Calculation Aon Hewitt October 15, 2014

November Chargeback Report and Invoice Delivery Aon Hewitt October 25, 2014


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Open Enrollment Highlights

Customer Service hours – Standard hours WEA Benefits Center: 7:30 a.m.–5:00 p.m. PST – Extended hours WEA Benefits Center: 7:30 a.m.–6:00 p.m. PST (September 1, 2014–January 16,

2015) Note: The Benefits Center will stay open until 7:00 p.m. PST the last 5 business days of OE – One point of contact: 7:30 a.m.–4:30 p.m. PST- no change

Communications – Aon Hewitt webinars monthly throughout the summer, and weekly during the OE window – Specific section in the monthly Aon Hewitt newsletter—OE Compass – Include posters and “refreshed” YBR guide; no postcard this year – Complete smart form to request posters—Available early August – YBR guide—Direct ship to school districts in early August

School district eligibility changes – Medical/Vision

• Premera will lead the effort via par agreements • Timing is mid–late June through end of July

– Dental • Aon Hewitt will lead the effort via direct solicitation • Timing is mid–late June through end of July


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Open Enrollment Highlights

Multi-district enhancements – Future terminations – Display effective dates for benefits eligibility flags on Smart Form – Payroll deductions – Chargeback reports – Refreshed multi-district processing guide distributed 05/23

Other enhancements – Revised confirmation of coverage – Electronic distribution of the confirmation of coverage – Payroll deduction interface changes – Chargeback reports


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Multi–District Interactions

Future terminations – Submit Smart Form via the portal as soon as possible – Aon Hewitt will process the termination within 24 hours – Termination records will be reported to carriers within 30 days of effective date

Example: Coverage terminates 09/30; carrier will be notified 09/01 – Employees will appear on chargeback reports through last covered month

Effective dating benefits eligibility flags – In some instances, the employee was not terminated from their prior SD—The hiring SD will need

assistance and intervention from their OCP – The enhanced New Hire Smart form provides the latest employment and benefits eligibility

information on record for the hiring school district to input the correct effective dates – Additional text will be added to the Smart form to provide direction

Payroll deductions – Report deductions for all new hires – Enhancements for new hire and OE deductions to appear on the same file

Chargeback reports – Created new logic to store School District ID for billing purposes – Avoid issues with incorrect debit/credit amounts

Updated multi-district processing guide


Additional Topics

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Mid-Year Coverage Change Summary

Definition – Employment data changes entered by district benefits/payroll staff

• Gain in eligibility, loss of eligibility, leaves, terminations, change in options, etc. – Qualified status changes (QSCs or “life events”) initiated by employees

• Births, adoptions, marriages, divorces, etc. Eligibility processes

– Status changes driven by employment data • Coverage begins and ends as of the benefits eligible or option indicator effective date, exactly

as it is entered in the School District Admin Portal • Coverage begin dates should be the first of the month • Coverage end dates should be the last day of the month • Enrollment windows for all employment-related status changes will be

30 days from the date of the change – Qualified status changes initiated by employees

• Effective on the first of the month following the date the event occurred (regardless of the date the QSC is reported)

• Exception: Birth, adoption and legal guardianship effective on the date of the event Note: The processes used to administer the WEA Select Plans are set up in accordance with HIPAA and Section 125 guidelines, and follow industry best practices.


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Mid-Year Coverage Change Summary

Employee actions – Report qualified status changes via the YBR website or the WEA Select Benefits Center

• No paper forms needed to initiate transactions – Provide supporting documentation for dependents via the ongoing dependent verification process – Report changes within 60 days of event

Example: Date of birth or adoption is date of event • Review printed and electronic confirmation materials from Aon Hewitt

Note: The YBR website and WEA Select Benefits Center reference 60 days to report these changes. Some districts allow only 30 or 45 days. The YBR enrollment site says “up to 60 days, based on your district’s policies.”

District benefits/payroll staff actions – Enter employment data into the School District Admin Portal regularly so eligibility information is

accurate and timely (i.e., enter terminations within 60 days) – Direct employees to the YBR website or WEA Select Benefits Center to report qualified status

changes Coverage change matrix

– Posted to the “Library” on the School District Admin Portal


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WSIPC Pilot Project Update


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WEA Wellness Tools

Currently available to all WEA Select Medical Plan participants via the Premera/WEA website (www.premera.com/wea)

Tools and Trackers available, such as a step tracker, calorie counter, symptom checker, weight tracker, medicine cabinet, etc.

Mobile applications—such as “Proof” where enrollees can challenge each other to complete fitness activities and encouraging/motivating each other

Health assessment—takes 10-15 minutes to complete and provides the participant with their wellness age

WEA continues to evaluating the program to ensure that it is engaging participants and incorporating the next generation of wellness program components.


http://www.premera.com/wea�

Appendix

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WEA Reconciliation Ongoing

Creating a More Accurate Invoice Primary factors that drive variance

– Timing of when SD starts deductions vs. when the member enrolls – Member enrolling in one plan via form process vs. what they select via the YBR website – Current open architecture of portal allowing SDs to control plan and 10% discount eligibility indicators – Not all changes reported via email by the SDs are completed prior to current months premium calculation,

creating two months of variance – School Districts not including headcounts on invoices and sending greater than 4 checks – Aon Hewitt not utilizing paper work beyond invoices submitted with payments


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Reconciliation Steps Ongoing Member Level Reconciliation Step 1: Weekly pre-premium validation/census report is posted to the portal Step 2: Employment/eligibility status changes are made on the portal or reported via email to Aon Hewitt before

premiums are calculated Step 3: Premium calculation runs on 15 of month, determining premiums for employees in coverage as of the 1st of

the next month (i.e., on 01/12 we look for coverage effective 02/01) Step 4: Districts receive up to 4 separate invoices each month, showing the current month’s payment due and district

cumulative variance along with a chargeback report with employee-level detail Step 5: Districts use the chargeback report to reconcile to payroll and email their reconciliation compare to the

[email protected]. For accuracy and quick reconciliation resolution use one of the following; ̶ Aon Hewitt provided excel reconciliation template and compare macro ̶ For those SDs with reconciliation spreadsheets already in place, required fields to incorporate are;

1. Total chargeback balance billed not including prior months’ adjustments 2. Adds, deletes and adjustments at the member level including SSN, name, adjustment amount (positive or

negative), reason for adjustment 3. Total net amount of adjustments made (#1 plus or minus #2) 4. Total amount paid by the district for the account code printed on invoice and scheduled payment mailing date 5. Invoice sent with check should include the coverage month (06/01, 07/01) for accurate application of payments

received after the 15th of the month


mailto:[email protected]�

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Reconciliation Steps Step 6: Districts make payments for each plan

– In separate envelopes, mail in separate checks with the invoice – On the check, write the account number provided on the invoice – On the invoice, in the space provided, write the total amount you are paying, the number of members you are

paying for, and the month the year that the payment represents Step 7: Districts missing payments as of the 15th of each month will receive an outbound call to collect payment

amount and scheduled mailing date, so Aon Hewitt can track payments to receipt Step 8: Aon Hewitt applies the payments received and runs monthly variance reports—Districts with cumulative

variance greater than 5% Aon Hewitt will; – Review billed vs. paid, headcount variance, and reconciliation submitted by SD – If reconciliation was not submitted to Aon Hewitt, Aon Hewitt will request reconciliation or WSIPC vendor payroll

report from SD – Outreach to SD by one point of contact to discuss discrepancies identified in reconciliation documentation – Corrections applied to administration system and/or payroll – Aon Hewitt will post reconciliation with noted changes completed to Admin Portal as documentation and historical

reference


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