Looking to Improve the Effectiveness of Pre and Post Enrollment Communications? Learn about the changes impacting the Annual Enrollment Period, and how to effectively comply.

2. today’s SPEAKER
David Koterba
Senior Vice President – Healthcare Solutions
Merrill Corporation
@merrillconnect
#enrollmentcomplete

3. session OBJECTIVES
Objectives:
– Review the changes impacting the 2012 Annual Enrollment Period
– Identify the keys to effectively managing change
– Discuss detailed action items for enhanced communications
Goal:
To think differently about how current enrollment
Processes can redefine your members’ enrollment
Experience

4. 2012 ENROLLMENT CHANGES AT-A-GLANCE
EVOLVING QUALITY & COST COMPRESSED
REGULATIONS CONTROLS TIMELINES
Health Plans are forced to do more with less, at a lower cost!

5. evolving REGULATIONS
• Ad-hoc communications definitions
– Customer service correspondences pertaining to unique
questions or issues affecting small groups of enrollees
• Additional formats to convey information to members
with disabilities
– Braille, Large print, Translations
• Disclaimer Translations
– Translated disclaimers required under English disclaimers in
member materials

6. quality & cost CONTROLS
• Newly defined cost structures have changed the
breakdown of Medical Loss Ratios (MLRs)
– For 2011 and moving forward, plans must operate within an
85/15 split
• Reduced allocation for staffing, overhead and marketing
expenses force plans to look for cost-controlling
marketing and communication options that won’t detract
from the member experience
• STAR Rating to be included in pre-enrollment materials
as well as on ‘Medicare Plan Finder’ website

7. compressed TIMELINES

9. keys TO EFFECTIVELY MANAGING CHANGE

10. keys to
EFFECTIVELY MANAGING CHANGE
Managing disparate data into a singular workflow:
– Bring all relevant data into a single production data repository
(PDR)
– Normalize the data and then run advanced data quality
processes against this consolidated view
– Tag each data record with a 2-D barcode
– Reporting becomes more streamlined, efficient and is able to
deliver advanced business intelligence

11. keys to
EFFECTIVELY MANAGING CHANGE
Creating highly-targeted communications combining data
and external market information:
– Append third-party, to available member data, to create a more
comprehensive view
– Keep communications assets in an environment that allows for
tight version control
– Address updates related to the Affordable Care Act as they
unfold, providing guidance to the member

12. keys to
EFFECTIVELY MANAGING CHANGE
Employing a workflow that combines personalized and
static materials in a single production run:
– Create communications that are delivered to the correct recipient
within a framework that includes audit and tracking mechanisms
– Organize data, campaigns and distributions that accommodate
tightened SLA’s and reporting requirements
– Ensure that all data and information is tagged at each step of the
production process

13. keys to
EFFECTIVELY MANAGING CHANGE
Tightly managing inventory levels, controls and cost:
– Utilize data to effectively target members with only applicable
materials to eliminate waste and obsolescence
– Maintain a real-time view into your materials usage, availability
and distributions
– Use historical usage and business intelligence to tighten print
orders and set re-order points driving down overall costs
– Allow for a clear understanding of how those materials are being
received in the market as well as by various sales channels

14. keys to
EFFECTIVELY MANAGING CHANGE
Leveraging robust reporting within the materials production
and distribution process:
– Track and provide enhanced reporting via 2-D barcode
application and monitoring
– Utilize Inventory, Agent /Broker, Detailed Pre and Post
Enrollment usage reports to effectively manage costs
– Leverage workflow production reports to further enhance
efficiencies based on new market realities
– Closely monitor piece level integrity to ensure strict SLA
adherence throughout the enrollment process

16. enrollment BEST PRACTICES
Manage various data sources through an advanced PDR to normalize,
standardize and report on via 2-D barcoding
Create highly personalized and targeted enrollment communications to provide
strong member materials
Ensure that enrollment workflows are designed to combine personalized and
static materials in a single production run
Maintain accuracy, quality and strict adherence to established service level
agreements throughout the enrollment process
Ensure communications are tracked, reported and archived at the record, page
and piece level

17. thank YOU

18. 866-367-9110 | contactMCS@merrillcorp.com |
www.merrillcorp.com/enrollment-complete