Washington Association of School Business Officials Meeting. June 3, 2014

Transcription

1 Washington Association of School Business Officials Meeting June 3, 2014

2 Agenda Introductions Quality Plan Update Goals Survey Response Premium Reconciliation Project COBRA Open Enrollment Open Enrollment 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 1

3 Introductions

4 Introductions Allison Bassiouni Aon Hewitt Stevie Cogan Aon Hewitt Daphne Davies WEA Michelle Krtanjek Aon Hewitt 3

5 Quality Plan

6 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 15 th 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,

7 Goals OCP model Resolve 85% of inquiries (phone calls or ) 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 6

8 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" 7

9 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 , but will not require monthly reconciliation discussions 8

10 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 9

11 Open Enrollment

12 Open Enrollment 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,

13 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 12

14 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 13

15 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 14

16 Additional Topics

17 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. 16

18 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 17

19 WSIPC Pilot Project Update 18

20 WEA Wellness Tools Currently available to all WEA Select Medical Plan participants via the Premera/WEA website ( 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 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. 19

21 Appendix

22 WEA Reconciliation Ongoing Primary factors that drive variance Creating a More Accurate Invoice 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 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 21

23 WEA Reconciliation Ongoing 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 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 their reconciliation compare to the Washington.Education.Association@aonhewitt.com. 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 22

24 WEA Reconciliation Ongoing Step 6: Districts make payments for each plan Reconciliation Steps 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 23