1. Medicaid Denials: Following up with Customers

2. 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.

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

5. 4 Report Format CASE_ID C4_ACCOUNT_ IDSOURCE DATE_RECEIVED_B Y_C4 Household_Con tact_Firstname Household_Co ntact_Last_Na me EMAIL_ADDRESS PHONE_NUMBE RSTREET_ADDRESS ADDRESS_C ITY ADDRESS _STATE ADDRESS _ZIP AGENT_FI RST_NAM E AGENT_LA ST_NAME AGENT_E MAIL_ADD RESS License Number MEDICAID _CHP_INE LIGIBLE_1 DENIAL_R EASON_C ODE_1 DENIAL_R EASON_1 PRIORITY_ NUM_1 1B061A8CBMS11/18/2013 17:44 JimmySmith report.email@email.com71948712341234 1st StreetBOULDERCO80301 Jimmy SmithMA0209 Ineligible because did not apply2 1B06CX21201234569PEAK11/18/2013 17:44 TammyJones jones.email@email.com7205557474 4321 Monument AvenueDENVERCO80205 Tammy JonesMA0210 Individual not living in the home1 1B07GQ4CBMS11/18/2013 17:45 BettyBenajamin betty.email@email.com97055543215678 Smith WayGREELEYCO80631 Betty BenajaminMA0208 Countable income above the allowable limit1

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

7. 5 What We Are Messaging

8. 6 What We Are Messaging (cont.)

9. 6 Follow up Messaging at 5 days Dear _______, Connect for Health Colorado has recently begun working with your,, 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,, to complete this purchase and thank you!

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

11. 7 Questions? Question and answer session