Operations Report. Prepared by. Submitted to Nevada Public Employees Benefits Program January 18, 2018

Transcription

1 Prepared by Submitted to Nevada Public Employees Benefits Program January 18, 2018

2 Contents Background... 3 OneExchange... 3 Introducing Via Benefits... 3 HRA Onsite Assistance... 4 Spring Retiree Meetings... 6 Communications... 7 Medicare Open Enrollment Period... 8 Nevada PEBP Historical Call Statistics... 9 New Client Service Support (CSS) Gateway Portal Page 2 of 13

3 Background The purpose of this document is to provide information and updates to the Nevada Public Employees Benefits Program (PEBP) during Board Meetings throughout the year. In 2016 and the first half of 2017, Willis Towers Watson s OneExchange provided updates via a Service Improvement Plan. Many of the service issues experienced in prior years have been addressed and we have shifted our focus on continually providing a high quality of service to Nevada PEBP, the PEBP Board, and PEBP participants. This will focus on improvement and development for different areas of OneExchange such as the Participant Experience, Communications, Health Reimbursement Arrangement (HRA) management, and Operations. OneExchange January 10, 2018 Update: Introducing Via Benefits Effective 3/1/2018, Towers Watson s OneExchange will have a name and branding change to Via Benefits. The word via (pronounced VEE-ah) literally means traveling through a place to a destination. The change will be reflected in participant facing communications and our Website. The services that OneExchange provides will not be impacted by this change. Please see the communication section of this document for details on how this change will be communicated to participants. Page 3 of 13

4 HRA Onsite Assistance The Onsite HRA Assistance program at the Nevada PEBP office in Carson City continues to provide PEBP participants an opportunity to meet with an HRA Team Analyst one week per month with one-on-one appointments. The Analyst is also able to assist walk-in participants based on availability. These are the common areas that the HRA Team Specialist assist participants with during these meetings: Reimbursement requests Transitioning to OneExchange Missing PEBP Dental reimbursements General HRA process questions Eligible Expense questions Auto-Reimbursement process and activation questions Below are details for the weeks when the HRA Team Specialist was available to assist participants at the PEBP office since the inception of the program through January, For October, November, and December 2017 we split the Onsite HRA assistance between Carson City and Las Vegas. For each week during the month there were three days of appointments available in Las Vegas and two days available at the PEBP office in Carson City. Due to new availability in Las Vegas and the decreased number of days of availability in Carson City, we saw an increase in the overall number of appointments for these months when compared to prior months in 2017 when the appointments were only available in the Carson City location. We are continuing the split venue concept for these meetings for January, February and March Below are the meeting dates and locations for these months. Please note that the March appointment availability will be limited and will work in conjunction with the spring Retiree Meetings that will occur on those days. Dates January 8, 9, and 10 January 11 and 12 February 12, 13, and 14 February 15 and 16 Location Las Vegas Carson City Las Vegas Carson City Page 4 of 13

5 March 12 and 13 March 15 March 16 Las Vegas Carson City Reno Feedback for the Onsite HRA Assistance program continues to be well received by those who have set up individual appointments or those that have walked-in to the office for assistance. Onsite Assistance Dates Number of Appointments Number of Walk-ins 9/12 9/16/ /10 10/14/ /14 11/18/ /12 12/16/ /9 1/13/ /13 2/17/ /13 3/17/ /10 4/14/2017* N/A N/A 5/8 5/12/ /12 6/16/ /10 7/14/ /14 8/18/ /11 9/15/ /9 10/13/2017 Las Vegas 6 Carson City - 15 Las Vegas 5 Carson City /13 11/17/2017 Las Vegas 21 Carson City 25 Las Vegas 0 Carson City /11 12/15/2017 Las Vegas 12 Carson City 25 Las Vegas 0 Carson City - 2 1/8 1/12/2018 Las Vegas 13 Las Vegas 2 Page 5 of 13

6 Carson City 26 Carson City 5 *Please note that due to an unforeseeable issue, the April availability was not held in person. The appointments for April were rescheduled for May or were addressed over the phone where applicable. Spring Retiree Meetings The retiree meetings this spring will be held in Las Vegas, Carson City, and Reno. There are two meetings per day with the morning meeting from 9:00 am 11:00 am focusing on participants aging-in to Medicare and the afternoon meeting from 12:00 pm 2:00 pm focusing on the HRA for those that are already Medicare eligible. Dates Location Comments March 14 College of Southern Nevada (CSN) North Las Vegas Campus C Building - Conference Room E. Cheyenne Ave North Las Vegas, NV March 15 Nevada Army National Guard Auditorium 2460 Fairview Dr. Carson City, NV March 16 Truckee Meadows Community College (TMCC) Sierra Building, Room Dandini Boulevard Reno, NV Attendees will need to show their I.D. at the gate. Page 6 of 13

7 Communications o Participant Announcement Communication for Change to Via Benefits This communication is intended to advise participants of our name change from Towers Watson s OneExchange to Via Benefits effective 3/1/2018. The communication will be sent via mail or beginning in the middle of January through February. o New HRA Welcome Packet Documents Effective 3/1/2018, the documents that make up the material sent as the HRA Welcome Packet for newly HRA qualified participants is being updated with the Via Benefits branding, a new Funding Guide to Reimbursement document layout, and new bar coded forms including reimbursement request forms and direct deposit forms. Page 7 of 13

8 o Spring HRA Balance Reminder Communication This communication is sent to participants with an available balance in their HRA who have not had a claim paid from their account within the prior 90 days. The purpose of the communication is to drive participants to take action on their account and submit their claims. The spring HRA Balance Reminder is only sent via mail. The communication is targeted to mail out during February and March. Medicare Open Enrollment Period The Medicare Open Enrollment Period for 2018 occurred from 10/15/2017 to 12/7/2017. During this period we had 7,327 inbound calls for Nevada PEBP participants that had an average wait time of 3 minutes 35 seconds. We were on target for the average wait time during this period as we expected to see average wait times of 4 5 minutes during peak days and 2 minutes or less during non-peak days. Below is a Switcher Statistics Report that shows how many participants actually changed plans for 2018 based on plan type. The report includes the original plan type in 2017 and the new plan type selected for As expected, the most popular change that participants made was to a new Prescription Drug Plan. Page 8 of 13

9 Original Plan New Plan 2018 Changes Medicare Supplement Medicare Supplement 56 Medicare Supplement Medicare Advantage 33 Medicare Advantage Medicare Advantage 84 Medicare Advantage Medicare Supplement 21 Prescription Drug Plan Prescription Drug Plan 503 Total 697 The number of participants who made changes for 2018 was relatively small in comparison to the number of actual inbound calls the OneExchange service center received during the Medicare Open Enrollment Period. Historically we have found that most participants that call during Open Enrollment that are interested in potentially changing plans discover that they are already in the best available plan and do not actually make a change. Nevada PEBP Historical Call Statistics The below charts reflect the historical call statistics for Nevada PEBP for 2016 and Note the Average Wait Time and Average Handle Time are reflected in hundredths of minutes for the months prior to April, For example, an Average Wait Time of 0.57 is not almost a minute wait time but rather just over half a minute since a minute is reported as Starting with April, 2017 these stats are now reported in minutes and seconds. Page 9 of 13

10 2016 Month Average Wait Time Total Calls Abandoned Calls Average Handle Time Outreach Attempts January , February , March , April , May , June , July , August , September , October , November , December , Page 10 of 13

11 2017 Month Average Wait Time Total Calls Abandoned Calls Average Handle Time Outreach Attempts January , February , March , April 14 seconds 1, m 49s 618 May 13 seconds 1, m 09s 223 June 12 seconds 1, m 58s 316 July 13 seconds 1, m 55s 312 August 17 seconds 1, m 20s 270 September 15 seconds 1, m 57s 228 October 1m 32s 2, m 48s 373 November 2m 35s 4, m 52s 422 December 4m 58s 2, m 09s 329 Page 11 of 13

12 For December we received 2,692 inbound calls with an average wait time of 4 minutes and 58 seconds. Please note that almost half of those calls (1,063) occurred during the first week of December due to the end of the Medicare Open Enrollment Period (12/1 12/7). Participants that called during this time experienced peak wait times as many of them they waited until the last week of the Open Enrollment Period to call to discuss making changes for The Performance Guarantee for the Average Speed to Answer for the Benefits Administration Customer Service Center is average speed to answer of less than 5:00 minutes for the fiscal year (7/1 6/30). The Performance Guarantee is not based on a monthly or quarterly period. Please note that in 2017 there was no month with an average wait time of 5:00 minutes or greater for the Benefits Administration Customer Service Center. New Client Service Support (CSS) Gateway Portal In November, 2017 training was completed for PEBP staff for our new CSS Gateway Portal. The web based portal is intended to be a one stop shop to track the status of participant issue inquiries and will replace the submission and weekly issues log reporting process that was in previously place. By mid-november we were live with PEBP staff using the new portal as the method to submit participant inquires to the OneExchange CSS Team for research. The previously provided weekly participant issues log report is no longer automatically generated and PEBP staff with access to the portal can generate the report on demand. They can receive realtime updates on participant inquiries as research is completed and updates are provided. The OneExchange CSS Team Lead and the Client Services Manager meet with PEBP staff on a biweekly basis to discuss the active accounts that are open in the portal. As of 1/10/2018 there are 11 inquiries that are active and 44 that are considered closed. Page 12 of 13

13 Below is a chart showing usage of the new CSS Gateway Portal by issue type as of 1/10/ Main Issue Type Active Closed Total General Questions Eligibility Data Enrollment Request Enrollment Status HRA Reimbursement Total Page 13 of 13