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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
Operations Update March 2015
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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Operations Update March 2015
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
Operations Update March 2015
13 10
0
50
100
150
200
250
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2012 2013 2014 2015
Open Enrollment
Call Speed of Answer
Se
co
nd
s
GOAL < 30 seconds
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Operations Update March 2015
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%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2012 2013 2014 2015
GOAL < 3%
Abandonment Rate
Operations Update March 2015
1335
1108
0
200
400
600
800
1000
1200
1400
1600
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2012 2013 2014 2015
In-person AssistanceOpen Enrollment
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Operations Update March 2015
Delinquencies & Terminations: February 2015
• Delinquency Notices Sent- Employees: 380- Retirees: 64
• Termination Notices Sent- Employees: 53- Retirees: 1
Operations Update March 2015
210
380
1
64
0
50
100
150
200
250
300
350
400
450
500
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2013 Employees 2014 Employees 2015 Employees 2013 Retirees 2014 Retirees 2015 Retirees
Delinquency Notices: February 2015
5
Operations Update March 2015
61
53
91
0
20
40
60
80
100
120
140
160
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
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.
Data Analytics Update March 12, 2015
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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.
Data Analytics Update March 12, 2015
3
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
Wellness: Special Programs Update March, 2015
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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.
Wellness: Special Programs Update March, 2015
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2015 Targeted Interventions
Three Interventions
1. Non-Violent Crisis Intervention
2. Crisis Response Package
3. Diabetes Prevention Program
Wellness: Special Programs Update March, 2015
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2015 Targeted Interventions
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.
Wellness: Special Programs Update March, 2015
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2015 Targeted Interventions
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.
Wellness: Special Programs Update March, 2015
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2015 Targeted Interventions
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
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