1. Washington Health Benefit Exchange Washington Coalition on Medicaid Outreach (WCOMO) Meeting September 2014 Don Albright Associate Director of Call Center Operations

2. Call Center Operational Overview Preparing for Enrollment Capacity Planning Assumptions Staffing Planning Facilities Planning What actually happened Lessons learned Differences to expect in November 2

3. Spokane Call Center ▪ Staffed 80 full time Customer Service Representatives Capacity to handle 2,000 – 2,500 calls per day Included work unrelated to the phones (e.g., e-mails, time off, meetings, training, etc.) Time off Overflow Call Center ▪ Trained part time Customer Service Representatives 60 Customer Service Representatives trained and ready to use by October 1 st if call capacity is reached in Spokane 3 The Original Staffing Plan

4. Assumptions 7 minute average talk time 7 Minute Average Talk Time

5. Capacity Planning 5

6. Design of the Interactive Voice Response (IVR) allows us to separate the less complex calls from the rest. Allows training to be broken down to train new staff focused only on the less complex calls. Have the ability to rapidly deploy new staff if there was an immediate need. 6 Contingency Plans

7. Original Staffing and Facilities 7 Spokane WA 80 Full Time CSRs Martinsville VA 60 Part Time CSRs Overflow Calls

8. Consumers contacting the Exchange PlannedActual 38% Online Very few people were able to complete their application without some kind of assistance from HBE 31% by Phone Almost everyone called us, including Brokers and In Person Assisters 30% In Person Assisters Many people worked with IPAs and Brokers, but the system issues made it difficult for people to complete their applications 1% Mail or Fax Many people including IPAs and Brokers mailed us applications thinking we could complete them 7 Minute Average Talk TimeThe actual talk times averaged 22 minutes What Actually Happened

9. 9

10. 10 Expanded Staffing and Facilities Orlando FL 115 CSRs Martinsville VA 100 CSRs Hampton VA 100 CSRs Spokane WA 200 CSRS Overflow Calls

11. Open EnrollmentTotals Total Calls2,493,621 Spanish73,880 Other Language Calls17,512 Handled Calls584,805 Deferred Calls1,760,214 Overall initial Wait Time Average5.5 minutes Wait Time Average Internal Queues52.5 minutes Open Enrollment Totals 10/1 – 3/31

12. OctNovDecJanFebMar Total Calls169,199240,650832,341753,531190,068307,832 Spanish7,20811,58113,30210,1185,52916,142 Other Language Calls3,1263,6215,0031,4792,7941,489 Handled Calls47,32234,61266,714106,979143,289185,889 Deferred Calls77,140171,591724,513635,42737,924113,619 Overall Initial Wait Time Average19.3 Min23 Min12.5 Min2.2 Min1.3 Min1.1 Min Wait Time Average Internal QueuesN/A 23.7 Min40 Min49 Min73.4 Min Average CSRs on Staff161292369409515438 Open Enrollment Monthly Breakdown

13.  Consider possibility of system issues that would drive more people to the call center  Create contingency plans to include extra high volume scenarios  Consider a larger facility with growth space  Over estimate the amount of question calls ▪ Build out network 13 Lessons Learned

14. ▪ Reduce talk times ▪ Ensure there are enough circuits ▪ Offer call back on all calls ▪ Train ramp up staff on all work queues 14 Differences to Expect in November

15. Questions ?