Summary for February 2015 - myhss.org€¦ · Operations Update March 2015 Summary for February...

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Operations Update March 2015

Summary for February 20151. Calls and Office Visits

a. Inbound Calls

b. Speed of Answer

c. Abandonment Rate

d. In-person Assistance

2. Delinquency & Termination Notices


Calls and Office Visits: February 2015

• Calls and In-person Assistance total:

- Inbound calls: 3,367 answered calls (5.6% ↑ from 2014)

- Speed of answer: 10 seconds (38% ↓ from 2014)

- Abandonment rate: 0.7% (23 calls)

- In-person assistance: 1108 members (29% ↑ from 2014)

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Inbound CallsC

alls

5,070

3,367

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2012 2013 2014 2015

Open Enrollment


13 10

0

50

100

150

200

250


2012 2013 2014 2015

Open Enrollment

Call Speed of Answer

Se

co

nd

s

GOAL < 30 seconds

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2.4%

0.7%

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%


2012 2013 2014 2015

GOAL < 3%

Abandonment Rate


1335

1108

0

200

400

600

800

1000

1200

1400

1600


2012 2013 2014 2015

In-person AssistanceOpen Enrollment

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Delinquencies & Terminations: February 2015

• Delinquency Notices Sent- Employees: 380- Retirees: 64

• Termination Notices Sent- Employees: 53- Retirees: 1


210

380

1

64

0

50

100

150

200

250

300

350

400

450

500


2013 Employees 2014 Employees 2015 Employees 2013 Retirees 2014 Retirees 2015 Retirees

Delinquency Notices: February 2015

5


61

53

91

0

20

40

60

80

100

120

140

160


2013 Employees 2014 Employees 2015 Employees 2013 Retirees 2014 Retirees 2015 Retirees

Termination Notices: February 2015

Data Analytics Update March 12, 2015

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Benefit Administration System SupportSystem maintenance and delivery of enhancements which meet changing business

requirements are an ongoing work effort. Recent accomplishments include:

• Addressed system issue for age limits on dependents. The age limits apply for

medical and dental coverage but was incorrectly applying rules to life insurance.

• Continued system work with eMerge to ensure TEX population granted benefits

eligibility based on ACA requirements

• Researched a newly identified system issue which was incorrectly identifying

members as not entered into billing enrollment. Provided a short-term work

around while issue is remediated.

• Continued documentation on issues with the FSA Override functionality to help

eMerge understand the required remediation.

• Provided data for audits such as SSN on file, death benefit paid to dependents of

2014 deceased members, etc.


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Reporting and AnalyticsData Analytics continues the pre-work towards the implementation of an All Payer

Claims Database (APCD). In conjunction with the Wellness Manager, obtained

approval from Blue Shield, MeYou Health and Healthways to transmit the requested

Well Being Assessment (WBA) data elements. Additionally attended working

meetings with Truven to finalize enrollment file specifications. Presented information

on the APCD at multiple meetings:

• Joint Labor Management Committee on Health & Wellness

• Key eMerge Departments

• eMerge Executive Steering Committee

Data Analytics provided data and analysis in support of the following initiatives:

• Vision RFP

• Bi-annual Performance Measures reporting

• Information requests from City of Seattle Labor Relations

1064 applicant for eMerge programming declined the position. The position has

been re-posted. The 2820 Senior Health Program Planner position was posted.


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Information Systems (IS)IS consulted with Finance in preparation for business needs assessment of Payment

Card Industry Data Security Standards and reviewed the PCI DSS 3.0 standards.

Year rollover maintenance activities were completed including:

• Full hardware inventory and asset tagging of HSS

• Upgrade of Backup Exec software

• Assessed and identified items for asset disposal or recycle

Received new PCs acquired as part of PC Refresh initiative and have thus far

completed upgrade of 6 staff computers.

Supporting new technology solutions, have interfaced with vendors to communicate

business requirements and set up product demos.

Fulfilling project management role for the All Payer Claims Database (APCD).

Created project plan and working with internal and external resources to ensure

timelines are met.

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Communications March 2015

• Created Shape Up Walking Challenge communications in collaboration with Wellness team.

• Organized stock photo image library for Wellness. •  Participated in planning meeting with Blue Shield and

Wellness staff regarding 2015 Well Being Assessment. • Created annual road map calendar to document

timelines for all benefits and wellness communications •  Participated in meeting regarding UnitedHealthcare

Urgent Care communications. •  Formatted 10-County report for Finance.

Communications March 2015

•  Advised eMerge about HSS placement on Employee Gateway page.

•  Submitted Fed Reg comments re ACA-mandated SBC. • Created graphs for Finance general fund budget deck. • Created and maintained web page for Vision RFP. • Working with Blue Shield on revising and releasing

ACO member letter. (Put on hold during Sutter dispute.) •  Attended free webinar “Three steps to success with your

benefits communication,” presented by Benz. •  Attended free lunch hour seminar “Master Engagement

Marketing” presented by Forrester Research.

Wellness: Special Programs Update March, 2015

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Improved Well-being

The Wellness Program seeks to improve well-being and health outcomes by:

1. Providing access to individual-level services that support healthy behaviors• Examples: fitness discounts, wellness coaching, tobacco cessation

2. Creating a culture of wellness at the workplace the supports and promotes healthy behaviors• Examples: Champion program, Champion-led activities, challenges,

access to wellness services at the workplace

3. Offering targeted interventions for specific risks • Examples: Diabetes Prevention Program, Non-Violent Crisis Intervention,

Crisis Response Package


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2015 Targeted Interventions

What to target?

• Early results of the well-being assessment indicate the two greatest areas for improvement are healthy behaviors and emotional health

• Early requests from Champions indicate greatest interest in emotional health seminars, especially those that relate directly to the workplace

• Review of health plan data indicates diabetes prevention.


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Three Interventions

1. Non-Violent Crisis Intervention

2. Crisis Response Package

3. Diabetes Prevention Program


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Non-Violent Crisis Intervention

• Who? Employee Assistance Program (EAP) counselors. Employees at City

departments who are consistently exposed to upset customers.

• What? EAP will provide a subsidized day-long training course to teach 6 groups

of 20 employees to de-escalate confrontational situations. To enhance the

standard offering, EAP will follow up with participants to assess short and long-

term impact and determine effective follow up procedures.

• Where? Various departments across the City.

• When? The first training session as part of this program will be in Q2 2015.


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Crisis Response Package

• Who? Employee Assistance Program (EAP) counselors. Employees at City

departments who are consistently exposed to crisis situations.

• What? EAP will provide a combination of Psychological First Aid (PFA) training for

section supervisors, Critical Incident Stress Debriefing (CISD) as needed for

employees, and brief, targeted support groups for employees focusing on stress

management and psychological resiliency.

• Where? Various departments across the City.

• When? Recruitment of departments is anticipated in late Q2/early Q3 2015.


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Diabetes Prevention Program

• Who? Kaiser Permanente’s (KP) Division of Research will lead the study. ~4000

employees, regardless of their health plan, will be invited to see if they meet the

eligibility requirements.

• What? KP will conduct a randomized control trial to compare the Diabetes

Prevention Program administered at the workplace to a program administered at

home to determine the most effective intervention modality for City employees.

• Where? Departments at certain large locations will be approached to participate.

Given the number of employees needed for the study and the need to participate

in an in-person meeting, large locations are necessary.

• When? Institutional Review Board approval will be sought in April. Recruitment is

anticipated in Q3 of 2015.

Finance and Accounting

• Submitted the FY 2015-2016 budget to the Mayor and Controller and met the Charter

mandated deadline

• Participated in the FY 2014 internal audit performed by the Controller’s Office

• Completed the 2015 10-County Survey

Contracting and Vendor Management

• Continuing the process of negotiating and preparing contract renewals for the 2015 Plan

Year

• Completed 4th quarter 2014 vendor report card for Blue Shield of California Health Plan

• Continuing the process toward execution of a contract agreement with Truven Health

Analytics for the All-Payer Claims Database (APCD) Project

• Released complex Vision Benefits Request for Proposal on 02/25/2015

Finance and Contracting Activities Update March 2015

Summary for February 2015 - myhss.org€¦ · Operations Update March 2015 Summary for February...

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