N urse Legislative Day 2014 February 24, 2014

1. Nurse Legislative Day 2014February 24, 2014 Pam MacEWan Chief of staff

2. Washington Healthplanfinder • Created as a “public private partnership separate and distinct from the state” in legislation in 2011 • Governed by 11 member, bipartisan Board • Entry point for Medicaid, Qualified Health Plans • Deloitte is system integrator, Faneuil call center contractor • 17 critical system interfaces (carriers, state agencies, HUB) • Blended funding source beginning 2015; Legislative appropriation for spending authority • Went live October 1, 2013

3. Successes and Challenges Successes • Enrollment • Stabilizing system performance • Marketing and outreach campaign • Stakeholder support • Infrastructure development, clean financial audit Challenges • Call center volume, wait times • Medicaid renewals, pending applications • Reconciling financial, enrollment reports to carriers • Improving system performance, enhancing user experience

4. Most Recent Key Metrics (as of Feb. 11) Website traffic and call center • Unique visitors: 1,422,323 • Accounts created: 416,514 • Call center volume (Jan to date): 36,873 • Average call center wait time*: 37 minutes Enrollments and applications • QHP enrollments: 90,723 • Total new enrollments (including Medicaid): 366,986 • Medicaid renewals: 280,766 • QHP applicants (need to pay): 85,372 * after initial triage, 3 min for triage

5. Enrollment Summary Through December enrollments (Dec. 31): • About 23% of QHP enrollments are not receiving any tax credits • 22% of enrollments ages 18-34 • 38% of enrollments age 55-64 • 56% of enrollees choosing silver plans • 80% of them are under 250% of FPL Recent trends: • QHP enrollments increasing • QHP enrollments 27% of total vs ~10% in October • Newly eligible Medicaid enrollments at target, QHP enrollments at low projected estimate

6. Keys to success • Early, bipartisan support • Leadership of elected officials, legislation, grants • Bipartisan Board • Collaboration of key state agencies, defined governance • Key stakeholder engagement • Public private partnership • Key system issues • Good vendor partnerships • Strong independent QA and IV&V • Scope management • Go Live SWAT team • Strong marketing and outreach, engaged community partners

7. Lessons Learned • Managing scope and governance is critical • Testing the system: limited time, real world environment • Balancing system fixes with stabilization • Understanding volume in general (call center, renewals) • Activating the IPAs, Producers, Partners, etc. • Frequency of updates and communications • We didn’t know what we didn’t know • What does steady state look like? • Preparing for upcoming key deadlines

8. Moving Forward – Operational Excellence Going from a development to operational environment. Technical & Operational • Addressing immediate site fixes • Ongoing website augmentation • Future enhancements, e.g., Medicaid shopping and adult dental • Optimizing the customer experience • Healthplanfinder Business Policy & Governance • Onboarding new board members • Financial sustainability • Additional level 1 grant request • Board strategic planning

9. Resources www.wahealthplanfinder.org www.wahbexchange.org 1-855-WAFINDER (1-855-923-4633) TTY/TTD for Deaf : 1-855-627-9604 info@wahbexchange.org WAHealthplanfinder @waplanfinder waplanfinder