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IT Updates

IT Updates. Maryland Health Benefit Exchange Board Meeting January 26, 2014 Presented by: Kevin Yang CIO, MHBE. Agenda. Key Online Enrollment Statistics HIX Program Management Consumer Experience / External Portal Worker Experience / Internal Portal.

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IT Updates

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  1. IT Updates Maryland Health Benefit Exchange Board Meeting January 26, 2014 Presented by: Kevin Yang CIO, MHBE

  2. Agenda • Key Online Enrollment Statistics • HIX Program Management • Consumer Experience / External Portal • Worker Experience / Internal Portal

  3. Key Online Enrollment Statistics • Since the last Board Meeting report (12/17) the number of enrollments into QHPs has more than tripled • Week ending 12/28 saw the greatest number of enrollments at ~6,500 • MHC is averaging 311 new QHP enrollments per day in January • Consumer experience is improved but issues still remain

  4. HIX Program Management • An assessment of the current system has identified a number of architectural and infrastructure issues that the team is working with Noridian to correct • Noridian continues to make incremental system improvements in the current implementation to address issues – multiple defects remain outstanding • MHBE is working with Noridian to prioritize fixes • Noridiancontinues to provide data and reporting to identify populations that require outreach and enrollment support • MHBE is working to improve vendor and project management

  5. User Experience / Consumer Portal User Experience Improvements • Corrected issue with management of family relationship codes that resulted in incorrect premium calculations • Improved interface between the Internal Worker Portal and the External Portal so that citizens can plan shop using applications data-entered by internal customer support personnel more effectively • Identified and eliminated multiple causes of “stuck” cases, allowing more citizens to complete applications and enrollments online

  6. User Experience / Consumer Portal • Account Registration / Log-In • Corrected issue where users met published password requirements but still had their passwords rejected by the HIX security system • Added additional validations and error messages to ensure users are created valid log-in IDs • Notifications to Consumers • Manually triggered batch notifications on required verifications will be available within the next two weeks • Focus will shift to generating eligibility determination notices shortly thereafter (mid-February)

  7. User Experience / Consumer Portal • Plan Selection, Enrollment, 834s • MHBE working with carriers to address issues with enrollments • Identifying and correcting root causes of processing errors with carriers (e.g. missing information, premium mismatches, etc.) • Created an approach that allows consumers who missed the January 15th premium payment deadline to get 2/1 start date coverage without re-applying so long as they pay carriers by February 15th • Implemented an alternate process to create manual 834 files for consumers who are unable to complete plan selection due to system issues

  8. Worker Experience / Internal Portal • Metrics – Internal Users • Total of 2,959 internal users with provisioned accounts. • 89% or 2,614 internal users have activated their accounts. • 24,744 of 70,061 completed applications were created internally. • Connectivity for Connector Entities • Main office locations connected to the HIX via NetworkMaryland and additional can be added as necessary • Targeting setting up VPN access for up to 250 navigators by the end of January

  9. Worker Experience / Internal Portal • Upcoming Fixes and Functionality • Continue to prioritize and address outstanding defects, working highest priority first • Additional notices and batch functionality • Life events • Manual overrides • Address discrepancies between internal and external portal • Define timeline for functionality not yet implemented

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