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Commonwealth Choice Launch Status Rosemarie Day Deputy Director and Chief Operating Officer

Commonwealth Choice Launch Status Rosemarie Day Deputy Director and Chief Operating Officer. April 12, 2007. Outline. Launch Status High level timeline Planned services for 5/1 Launch CommChoice Projected Enrollment (FY08) Accomplishments Highlights Contingency Planning

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Commonwealth Choice Launch Status Rosemarie Day Deputy Director and Chief Operating Officer

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  1. Commonwealth Choice Launch StatusRosemarie DayDeputy Director and Chief Operating Officer April 12, 2007

  2. Outline • Launch Status • High level timeline • Planned services for 5/1 Launch • CommChoice Projected Enrollment (FY08) • Accomplishments Highlights • Contingency Planning • Post Launch Plans

  3. Launch Status • On track for 5/1 Launch of Non-Group enrollment • Managing key implementation risks, related to • Tight timeline to pull the different tracks together • Finalizing working relationships with health plans • Keeping the highest quality standards for Connector products and communications • Also managing “operational risk” of exceeding the Connector’s telephone response capacity. High call volume at launch is expected as a result of: • GIC mailing, targeting over 5,000 potential customers • DOR employer mailing, targeting 125K small businesses • Mandatory DOR mailing to over 3 million taxpayers • Ad campaign on TV, radio & print

  4. High Level Timeline

  5. Planned services for 5/1 Launch

  6. CommChoice Projected Enrollment (FY08)

  7. Accomplishments Highlights • Website • Major upgrade over existing site • Customer-focused design • Easy to update content • Flexible platform • Call Center • Integrated customer service model • 24 trained customer service reps with many years of experience • Overflow capacity plans • Health Plans • Contracting process virtually complete • Operational teams are actively engaged

  8. Accomplishments Highlights (continued) • Section 125 • Employer toolkit drafted • Discussions underway with large employers who are potential customers • Marketing and Communications • Over 300 focus groups and in-depth individual interviews conducted • Ad campaign ready to launch week of 5/28 • Overall credit to entire team, including health plans and vendors – working hard and smart and keeping the vision and mission in mind

  9. Contingency Planning • Prepared for the possibility of a 5/1 “Soft Launch” • Minimum expectation: Call center live and able to enroll Non-Group, website informs across the board • Ability to show selected on-line functions as “under construction” with call center contact information • Ability to connect to current mass.gov site using www.MAhealthconnector.org until new site fully ready

  10. Contingency Planning (continued) • Call Center volume projection • Direct mail (over 3.5 mm pieces betw. now & 6/15), and Ad Campaign (TV, radio & print starting week of 5/28) • Potential for over 100K calls between now & end-June • Summary contingency plans • Emphasizing use of website; email for correspondence • Training call-reps on how to keep it short • Obtaining peak-time call answering support • Allowing callers to leave contact info for follow up

  11. Post Launch Plans • Post 5/1 Priorities: • Billing and reconciliation for 7/1 coverage • Section 125 large employer enhancements • Bulk census • Premium billing • Reconciliation • Large employer pilot • Contributing employer / small group functions • Reporting and analysis enhancements

  12. Post Launch Plans (continued) • Subsequent releases • Enhanced provider search • Data warehouse / decision support • Broker interface enhancements • Enhanced shopping experience / member services • Multi-language support

  13. Questions / Discussion

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