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Medicaid Denials: Following up with Customers

Medicaid Denials: Following up with Customers. Goals. Get your customers enrolled in APTC and a Plan, by the December deadline! Learn when and how your customer denial/lead reports will come to you Learn how Connect for Health Colorado will be messaging shopping readiness along with you. 2.

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Medicaid Denials: Following up with Customers

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  1. Medicaid Denials: Following up with Customers

  2. Goals • Get your customers enrolled in APTC and a Plan, by the December deadline! • Learn when and how your customer denial/lead reports will come to you • Learn how Connect for Health Colorado will be messaging shopping readiness along with you. 2

  3. Key Dates • November 26th through December 2nd, 2013 • Denial report and lead Information webinars conducted • December 5th, 2013 • Distribute /lead reports, with “look back” data to 10/1/13 December 5th through December 16th, 2013 • You should enroll your customers! Call, email, visit, hug December 16th, 2013 • Distribute “newly denied” denial/lead reports • You should enroll your customers! Call, email, visit…. • December 23th, 2013 • Final day for enrollment to receive coverage on January 1st, 2014 4

  4. Ongoing Process • Each Tuesday/Thursday, December 2013- March 2014 • Or… do you want it once per week? • Develop a secure place to post denial/lead reports • Reports provide listing of associated clients with Priority 1 and Priority 2 denials identified who have not yet completed enrollment Priority 1 = C4 Account + Denied + Associated Priority 2 = C4 Account + NO Denial + Associated 4

  5. Report Format 4

  6. Customer and C4HCO Messaging Schedule • Connect for Health Co. is also reaching out! • November 5th, 2013 • 1st Outbound Enrollment Messaging campaign began • First round of e-mails and letters distributed to customers with a Medicaid denial • November 19th and 21st, 2013 • Initiated weekly Tuesday/Thursday e-mail and letter distribution schedule to customers, with a Medicaid denial • November 26th through December 23rd, 2013 • Continue Tuesday/Thursday e-mail and letter distribution campaign 4

  7. What We Are Messaging 5

  8. What We Are Messaging (cont.) 6

  9. Follow up Messaging at 5 days Dear _______, Connect for Health Colorado has recently begun working with your <broker>, <health coverage guide>, <carrier sales rep> to advise them of the decision by Medicaid that you are NOT eligible for state benefits. This means you may well be able to get financial help through Connect for Health Colorado to pay for health insurance. We are excited to have you shop, compare and enroll! Please contact your <broker>, <health coverage guide>, <carrier sales rep>to complete this purchase and thank you! 6

  10. Key Take Aways • These are your leads! • Keep Security and Privacy requirements in mind • December 23rd is the deadline for enrollment 6

  11. Questions? Question and answer session 7

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