May 9, 2014

1. May 9, 2014

2. Over 1 million enrolled through Washington Healthplanfinder

6. Enrollments by Family Size

9. Pending Applications/Enrollments • Ongoing Enrollment • Washington Apple Health • American Indians/Alaska Natives • Special Enrollment • System issues impacted enrollment • Qualifying events

10. Call Center Update • Started with 75 CSR’s and grew to 450 • Answered more than 600,000 calls • March 31 calls: • 91,200 calls received (79% repeat calls) • 10,000 calls per hour • Calls taken until 11:59 p.m. • Volume now 5,000-6,000 per day • 95% answer rate • New applications, special enrollment requests

11. Carrier Transactions • Fixing system problems impacting the transmission of enrollment data between HBE and Carriers • Invoice issues and reconciliation • Remaining issues primary relate to account changes • Special team working on invoices

13. May Releases!!! 200+ Defects to be fixed

17. Knowledge Transfer Special Enrollment May 9, 2014

18. Open Enrollment vs. Special Enrollment

19. Changes You Can Make Any Time • Update your contact information: physical or mailing address, phone number, email address • Update your Broker, IPA, or Navigator information • Update your notification preference to email or USPS mail • Remove dependents or subscribers due to death, aging out or no longer seeking coverage • Initiate enrollment or make changes to Washington Apple Health (WAH) • Income Changes • Update the Advanced Premium Tax Credit (APTC) amount applied to your monthly premium

20. If you’re making a plan change, remember: • All eligible family members must enroll in the same health plan on an application (Family members can have different providers) • If you have a provider you want to stay with, contact your plan to make sure he or she will continue their contract • Even if your provider doesn't contract with your plan anymore, you can't change plans until open enrollment (unless you have a special open enrollment event) • You can't be enrolled on two Healthplanfinder applications at the same time. • There may be impacts to Cost Sharing, deductibles and out of pocket limits if you change plans

21. Special Enrollment Qualifying Events

22. Special Enrollment Qualifying Events

23. Special Enrollment Period - Individual • 60 Days to report qualifying events • Household is determined eligible for a special enrollment period, selects a plan, and initiates payment. HBE will generate correspondence requesting verification documents within 60 days of reported change. • Individual submits verification document(s) through Healthplanfinder, fax, email, or postal mail. • HBE Account Worker verifies their document(s) and qualifying event within 14 days of receipt of documents. • Enrollment transaction is sent to the QHP once the event has been verified.

24. Special Enrollment Period - Individual • Unlike during Open Enrollment, once an individual or family selects and enrolls in a QHP they cannot change their enrollment. If an individual makes an enrollment decision and initiates payment for the plan they will be effectually enrolled based on the coverage start date that has been defined per Section 4, Special Enrollment. • When changing from one QHP to another as a result of a qualifying event, the last day of coverage in the current QHP will be the last day of the month prior to their coverage effective date in the new QHP, unless stated otherwise.

25. Mid Month Enrollment • Birth, adoption, placement for adoption, placement in foster care and death are the only qualifying events that require a retroactive enrollment or disenrollment, except in the instance that an enrollee contacts the Exchange due to extenuating circumstances. Other qualifying events do not require a retro enrollment or disenrollment. • In the case that an individual elects to change from one QHP to another because of a qualifying event, the effective end date of coverage in the current QHP will be the day prior to the qualifying event. • Example: If the dependent of an enrollee is born on August 22, 2014 and the enrollee reports the qualifying event on September 12, 2014, the effective date of coverage for the dependent will be August 22, 2014.

26. Mid Month Terminations - Death • Effective end date of coverage will be the reported date of death and always lead to retroactive disenrollment of the removed individual due to death. If the remaining household members switch plans, then all eligible individuals are retroactively disenrolled from the old plan on the date of death, and retroactively enroll in the new plan the day after death. • Example: If the Primary Applicant’s date of death was 07/30 and the dependent reports the qualifying event on 09/02 and remains in the same plan, the Primary Applicant would be disenrolled on 7/30. • Example: If the Primary Applicant’s date of death was 07/30 and the dependent reports the qualifying event on 09/02 and chooses a new plan on 09/24, the whole family would be disenrolled on 7/30 and enrolled in the new plan on 07/31. • Death of member, including Primary Applicant – Please submit a Zen desk ticket. These cases must be worked by a Client Specialist to ensure accurate reporting to the application and handle the sensitive case.

29. Special Enrollment Verification • Primary Applicants are required to provide proof of special events within 60 days of the date the event was reported • HBE will send correspondence to Primary Applicants that qualify for a Special Enrollment Period in Healthplanfinder • Scan and Upload in Healthplanfinder • Action tab - Document Upload • Choose Category – Life Event, or related category • Choose Type of Document that reflects the change reported • Select Regarding Household Member and choose the individual this document reflects • Provide additional information about the document if necessary • Upload the scanned document by clicking Browse and choosing the file • Click Submit

30. Special Enrollment Verification • Fax documents to: • (360) 841-7620 • Email documents to: • Documents@wahbexchange.org • Mail documents to: Washington Healthplanfinder P.O. Box 946 Olympia, WA 98507

31. Special Enrollment Verification • Documents sent to WAHBE will be uploaded in the standard document imaging and uploading process. • Available through the User’s Dashboard via the “Account Home” screen under the ‘Documents in Process’ tab. • Healthplanfinder shows as “enrolled” despite WAHBE not sending the carrier the files. The true enrollment status will be retained in the Auto Recon tool. • HBE Account Worker verifies document • Sends Individual Confirmation Correspondence of Approved or Denied Special Enrollment • Send transaction to insurance carrier

32. Re-enroll after Cancelling Coverage • Open Enrollment is currently closed. Households will need to qualify for a special enrollment period. • Click "Start Application" under the quick links

33. Outside Open Enrollment (Post March 31, 2014) Example: Healthplanfinder system date is April 14, 2014 This date is incorrect. A “fix” is scheduled in May, 2014 The correct date is November 15, 2014 through February 15, 2015.

37. Dashboard will show enrolled effective 5-1-14. In actuality, enrollment is pending verification. So while the HPF shows enrolled, the applicant is not enrolled until they receive correspondence from the HPF stating their coverage has been approved. The first correspondence will be asking for documentation.

38. DOs and DON’Ts • If you create an account and complete the About You page for the first time (and hit next) a system ID (aka person ID) is created for that person. • DO NOT go back and delete information and replace it with a different person (i.e., switch the primary applicant). • To remove a spouse from an application and their tax filing status is married filing jointly, submit a zendesk ticket. • Most common errors related to tax filing status (see tax tips)

39. DOs and DON’Ts • Special enrollment • To avoid a gap in coverage instead of entering “date coverage ends” enter today’s date or the date the consumer was notified • Upload documentation • Change Reporting • Change report follows rule of 23rd in most cases • Complete plan selection and payment to confirm the change • Do not remove a HHD member and add another HHD member in the same transaction. Get eligibility results from the first change before you make the second change. • Double check the question on Washington residency • If you can, report another change and change it back to “Yes” • Unable to submit change, new APP needed

40. Tax Filing Tips • Married couples who intend to file taxes should claim “married filing jointly” or “married filing separately” as their tax filing status. As a married couple, “single filing taxes” is not a recognized tax filing status. • Only married couples may claim a tax filing status of “married filing jointly” or “married filing separately”, all other relationships such as domestic partners, fiancés, boyfriend, girlfriend, or unrelated cannot legitimately claim a tax filing status of “married filing jointly” or “married filing separately”. • Indicate who the primary tax filer is. Please ensure that this is consistent with what the spouse is claiming. For example, if they are claiming to be the primary tax filer for 2013 and 2014, they must indicate this on their spouse’s information screen as well. • If one member on the application is claiming “married filing jointly” for the current year (2014), their “spouse” must be included on the application as well. This allows us to verify income. If you are not seeking coverage for this individual, you may indicate this on the application.

41. Tax Filing Tips • If they will be getting married in 2014 or 2015, but are currently single, do not enter “married filing jointly” or “married filing separately”. They should enter the same tax filing status as what was claimed in 2013/2014 and then update this status when the change occurs. • If they are in the process of going through a divorce which will not be final until 2015, but for 2014 will claim a tax filing status of “married filing jointly” they must add the spouse to the application. This allows us to verify income. If they are not seeking coverage for this individual, they may indicate this on the application; they will also want to indicate whether they are or are not living in the household as well. • If the spouse is recently deceased and they meet the qualifying criteria to claim “married filing jointly” for year 2013, 2014, or 2015, please contact our customer support specialists at 1-888-WAFINDER for further assistance.

42. FAQs • When is the next open enrollment period? • November 15, 2014 for coverage beginning January 1, 2015 • Goes through February 15, 2015 for coverage effective dates following the 23rd enrollment cutoff rules. • Enroll and pay by December 23, 2014 – Coverage begins January 1, 2015 • Enroll and pay by January 23, 2015 – Coverage begins February 1, 2015 • Enroll and pay by February 15, 2015 – Coverage begins March 1, 2015 • What do I need to do if I am new to the Healthplanfinder? • After you complete the special enrollment questions and are determined preliminarily eligible for a special enrollment period, you will need to select a Qualified Health Plan (and dental plan if you have eligible children in your household). You will need to submit payment electronically for your plan selection. If the Washington Healthplanfinder is not able to electronically verify your qualifying event, you will receive notice via email or mail directing you to submit documentation.

43. FAQs • How will the HBE staff know that a document is ready to be verified? • HBE staff will review the documents within 14 business days. If approved, enrollment and payment information will be sent to the carrier. Correspondence will be sent to the client. • Is the enrollment effectuated the day they reported the change or the day the document is verified? • The enrollment effectuation date will be driven based on the type of change and the date the change was reported, not the date the document is verified.

44. FAQs • How can individuals submit their document(s)? • Individuals can scan and upload documents to their Healthplanfinder Account, fax them to 1-(360)-841-7620, scan and email them to Documents@wahbexchange.org, or mail them to Washington Healthplanfinder, P.O. Box 946 Olympia, WA 98507. • How will individuals know the status of their special enrollment event and documents they sent to be verified? • Individuals will receive a confirmation letter after their documents have been reviewed by Healthplanfinder staff. This letter will notify them of approval status for a special enrollment period. • What should carriers tell individuals that contact them directly after making changes during a special enrollment period? • If an individual contacts a carrier stating that they have made payment, and they are saying they are enrolled in your plan, please ask if they have submitted documentation to verify their qualifying event.