aca learning series · 2019-12-18 · complete partial action taken online and provide next steps,...
TRANSCRIPT
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ACA Learning Series Massachusetts Health Care Training Forum
October 2014
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Massachusetts ACA Learning Series
The purpose of this ACA Learning Series is to educate
staff who currently assist Health Connector,
MassHealth and Health Safety Net (HSN) members at
Massachusetts hospitals, health centers and
community-based organizations
• Introduce key concepts and create awareness
• Deliver important, detailed information that will prepare you
for assisting populations you serve
• Provide you with specific information and training to help
populations obtain coverage
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• Open Enrollment Overview
• Direct Member Contact and Member Mailings
• Update on Outbound Call Campaign
• Health Care for All Outreach and Education Campaign
• Messaging and Media
• Health Connector Products and Plans
• Health Connector Payments
• What You Need to Know
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Agenda
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Open Enrollment Overview
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This year’s Open Enrollment period is from November 15,
2014 – February 15, 2015
• Individuals enrolled in the following programs WILL need to
submit a new application during open enrollment.
This includes:
‒ Qualified Health Plans (QHPs)
‒ Commonwealth Care (CommCare)
‒ Medical Security Program (MSP)
‒ Temporary MassHealth Coverage
‒ Temporary MassHealth Limited
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Open Enrollment 2014-2015:
Overview
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• Current MassHealth members who are receiving benefits
through the following MassHealth programs DO NOT need to
submit a new application during the Open Enrollment
period:
‒ MassHealth Standard
‒ CarePlus
‒ Family Assistance
‒ Limited
‒ Health Safety Net
‒ Children’s Medical Security Plan
‒ CommonHealth
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Open Enrollment 2014-2015:
Overview (cont’d)
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New hCentive End-to-End
Consumer Experience
7 7
Participant
creates
account
(Identity Mgt)
2. Apply
3. Verify
Eligibility
QHP[c] Bill Pay
Participant enters
through a single
Front Door for CCA
& MassHealth
(hCentive)
1. Front Door
Participant
completes
application
(hCentive)
QHP[a]
Shop
Application
data is
verified
(Federal Hub)
Participant provides
verification if
necessary
Eligibility and
MAGI program
is determined
(hCentive)
Participant chooses
plan – non state wrap
(hCentive)
Participant chooses
plan – state wrap
(hCentive)
Participant is
invoiced and
pays bill
(Dell)
Participant
receives
Proof of
Coverage
Portal or
Phone
Portal, Phone or Paper
QHP[d] Enroll
Qualified Health Plan
MH [a] Notification
Participant is noticed
(from hCentive to
MassIT)
Non-MAGI manual
processing
(Excel file to MA-21)
Assessed to be non-MAGI
Medicaid
MH [b] Enrollment
Eligibility information
is sent to MMIS for
enrollment
QHP[b] Notification
Participant is noticed
for QHP (Dell)
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Currently Enrolled Populations
Count
(as of
9/8/2014)
End Date of
Existing
Coverage*
If eligible for Connector
Coverage, Deadline to
Apply and Select a Plan
(to avoid gap in
coverage)
If eligible for Connector
Coverage, Payment Due
Date
Qualified Health Plan (QHP) ~33K 12/31/2014 12/23/2014 12/23/2014
Commonwealth Care and
Network Health Extend (formerly
MSP)
~100K 1/31/2015 1/23/2015* 1/23/2015**
MassHealth Temporary Coverage
– Wave 1
~100K 1/15/2015 12/23/2014 1/23/2015**
MassHealth Temporary Coverage
– Wave 2
~100K 1/31/2015 1/23/2015 1/23/2015**
MassHealth Temporary Coverage
– Wave 3
~100K 2/15/2015 2/15/2015 2/23/2015**
Qualified Dental Plan/Small
Group Medical/ Small Group
Dental
~9K Varies by
anniversary date
Varies by anniversary
date
Varies by anniversary date
*End dates are tentative and subject to confirmation and approval from CMS (the Centers for Medicare and Medicaid Services)
**Members determined eligible for MassHealth and some subsidized QHP coverage will not need to submit payment
What we need to accomplish during the 2015 Open Enrollment period: • Outreach over 400,000 residents about open enrollment and applying for ACA-compliant coverage
• Assist all qualified persons in applying, shopping for and enrolling in a plan to avoid a gap in coverage
Open Enrollment 2014-2015:
Transitioning Populations
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Multi-Faceted Outreach Campaign
Centralized member outreach data reporting to track and measure our progress.
This campaign will deliver a clear call-to-action to all populations
during Open Enrollment.
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Enrollment Assisters
MassHealth and the Health Connector have started engaging and training the
Massachusetts enrollment assister community to prepare them for Open Enrollment.
Certified Application Counselors
The Commonwealth has approximately 170 Certified Application Counselor (CACs)
organizations spread across nearly all hospitals and Community Health Centers in the
Commonwealth. These organizations are responsible for 1,301 trained CACs. With an
potential for an additional 494 CACs are being trained for Open Enrollment
Navigators
The Commonwealth has selected 15 Navigator organizations that span across
Massachusetts. Following completion of the first phase of training and passing the
required exam, 85 Navigators have been certified. The Connector will be introducing
them to their communities via local media and press events
MassHealth and the Health Connector teams are also working to provide weekly updates in
the form of consolidated email blasts to the enrollment assister community on relevant
member transition and open enrollment topics 10
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Direct Member Contact And
Member Mailings
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Direct Member Mailings
• Beginning in October, we will send transitioning members a variety of direct
mailings
‒ Preview and payment reminder postcards to reinforce important dates and
provide calls to action to sign up
‒ Open Enrollment packets providing population-specific messaging, frequently
asked questions and details on where individuals can go to receive help applying
and enrolling
‒ E-mail blasts to members and authorized representatives to reinforce key mailings
including coverage extension notice, preview postcard, Open Enrollment packet
and payment reminder postcards
‒ Language about Open Enrollment highlighting important dates added to
operational letters and invoices sent to current members (e.g. NPP disenrollment
letter, closed enrollment welcome letter)
‒ To a certain subset of the subsidized population, paper applications (see next
slide)
Direct Member Contact
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• We will direct our members to enroll online in all of our messaging, although
we will send paper applications to a subset of the population that might be
more likely to apply by paper
‒ For Commonwealth Care and Medical Security Program (MSP) members, we will
mail paper applications to ~35,000 individuals who did not reapply or who applied
by paper last year, specifically those who may have language barriers or who have
not had to pay a premium to remain in coverage
‒ For Temporary Medicaid members, we will mail paper applications in three waves
(in line with their coverage end dates) to ~115,000-150,000 households that
applied by paper last year. Final numbers will depend on the final count of
individuals in temporary Medicaid (~285,030 members as of August 30, 2014)
‒ We have also assessed the current workforce who enters these applications and
will augment accordingly to mitigate paper backlogs and to ensure that
applications get processed in a timely manner
• Even those that receive paper applications will still be educated that the
fastest and easiest way to apply for coverage this Open Enrollment is online
Direct Member Contact (cont’d)
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• Our communications messages will vary by the priority population and are
informed by their proposed coverage end dates (outlined below)
• Each population will receive the following pieces of direct mail that will
provide specific instructions on how to submit a new application, where to
receive assistance, and reinforce the call to action:
‒ Coverage Termination Letter
‒ Open Enrollment Packet
‒ Application Reminder Postcards
Direct Member Mailing
QHP
CommCare /
MSP
Temporary MH
Wave 1
Temporary
MH Wave 2
Temporary
MH Wave 3
Call-to Action
Notice Mail Date Nov. 13, 2014 Nov. 13, 2014 Nov. 15, 2014 Dec. 1, 2014 Dec. 15, 2014
Color Coded
Banner of Notice Grey Orange Purple Blue Green
Coverage End
Date Dec. 31, 2014 Jan. 31, 2015 Jan. 15, 2015 Jan. 31, 2015 Feb. 15, 2015
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October November December January February
QHP (~33K)
CommCare /
MSP
(~100K)
Temporary
Medicaid Wave 1
(~100K)
Temporary
Medicaid Wave 2
(~100K)
Temporary
Medicaid Wave 3
(~100K)
Automated and Live Agent Outbound Calls (~2.3M calls deployed)
Door Knocking Campaign (target 200,000 doors)
10/20 11/3 12/8 1/12 2/9
1/12
12/31
12/15 1/12 2/15
12/1 1/31
11/3 12/8 1/12 2/9 1/31 11/17
Preview Postcard
Coverage End Date
Open Enrollment
Packet
Paper Application
Reminder Postcard
11/15 1/12 1/15
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Direct Member Mailing (cont’d)
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Each Commonwealth Care member will receive a bill insert included
with their last premium invoice sent on January 1, 2015
Commonwealth Care Bill Insert
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• Commonwealth Care members will be
provided messaging highlighting the need
to apply for coverage in 2015
Note: This is an example of the mailing to Commonwealth
Care members. Individuals with temporary MassHealth
will receive a similar packet with tailored information
Application Messaging for
Commonwealth Care Members
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• Commonwealth Care members will be
provided with responses to frequently
asked questions to support
application and enrollment
I already applied last year. Do I need to
apply again?
When should I apply for health
insurance?
What happens if I don’t enroll before
January 23?
How do I get help paying for coverage?
Frequently Asked Questions for
Commonwealth Care Members
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• Commonwealth Care members will
be provided a list of information
needed to apply for, and enroll in,
2015 coverage
Application Checklist for
Commonwealth Care
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• Commonwealth Care members will be
provided messaging in the distributed
open enrollment packet on the
significance and availability of
Navigators and Certified Application
Counselors
Navigator Messaging for
Commonwealth Care Members
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Update on Outbound Call
Campaign
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Outbound Call Campaign
• We are engaging in an outbound call campaign beginning in November
‒ Transitioning members will receive phone calls before, during and after the Open
Enrollment period
‒ New applications will also receive calls after account creation/application submission to
help encourage them to complete the shopping, payment and enrollment process
• Approximately 2.3 million calls will be deployed in total
‒ Automated calls will be deployed to new and transitioning members. The purpose of these
calls is to reinforce messaging provided in member mailings, remind individuals to
complete partial action taken online and provide next steps, and to confirm payment when
received. Automated calls will also leave voicemail messages when available
‒ Live agent calls will be deployed to provide education and enrollment support to
transitioning members-providing support with application, plan selection and payment
• The call campaign staffing model will include 125 agents trained for outbound calls
Outbound Call Campaign
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Health Care for All Outreach and
Education Campaign
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We are again partnering with Health Care For All this year to continue its
grassroots, public education campaign for the upcoming Open Enrollment
period.
• Health Care For All will execute a door knocking campaign designed to target 200,000 doors to
inform consumers of the need to apply for 2015 coverage and where they can receive
assistance in their community
• Their effort will also feature an ethnic and local media campaign targeting over 500,000
consumers informing them of the need to take action
• Health Care for All will deploy a password-protected, invitation only online discussion platform
– known as In The Loop- for the Massachusetts enrollment assister community to share direct
experience and questions in a monitored forum that will offer peer support, trouble shooting,
and consistently accurate and timely technical assistance to this secure community
‒ This community is modeled after the successful federal model that is supporting enrollment
assisters across the country enrolling consumers through Healthcare.gov
‒ HCFA will report back trends/issues they see on In the Loop to the Health Connector and
MassHealth, as a feedback loop
‒ The Health Connector and Health Care for All look forward to providing a more in depth training
on how enrollment assisters can soon take advantage of this beneficial platform
Health Care for All Outreach and
Education Campaign
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Messaging and Media
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Messaging
• Each month, leading up to – and through –
open enrollment, the Health Connector will
email enrollment assisters a set of approved
talking points providing timely and consistent
information you can share directly with the
consumers you serve
Media Plan
• The Health Connector’s public outreach and
education campaign will run throughout Open
Enrollment, with heavier rotation through
December, featuring Navigators giving a clear
call-to-action to current members and offering
assistance
• Press outreach includes upcoming Navigator
tour and education and enrollment events;
media roundtables and demonstrations of the
system; access to the Operations Command
Center during the first stage of Open
Enrollment
Messaging and Media Plan
Working Television Story Board
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Health Connector
Products and Plans
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The Health Connector Marketplace
Under the ACA, the Health Connector is the Massachusetts Marketplace, serving
both individuals and families as well as small businesses
Individual Marketplace
‒ Individuals and families can buy coverage for themselves in the Individual Marketplace
‒ Self employed consumers can buy in the Marketplace if they are buying coverage for
themselves and their families (not their employees)
SHOP (Small Business Health Options Program) Marketplace
‒ Small business owners (businesses with 50 or fewer full time equivalent employees) can
purchase a product called “Business Express” which is a sole source offering, meaning
employers can select 1 medical plan to offer all of their employees
‒ Unlike the Individual Marketplace, small business owners and their employees
participating in SHOP can’t qualify for Marketplace programs to lower their costs (e.g.
premium tax credits and cost-sharing reductions)
Individuals and families applying for coverage through MAhealthconnector.org may
be eligible for coverage sponsored by MassHealth or the Health Connector
MassHealth programs
QHPs without financial assistance, including catastrophic health plans
QHPs with financial assistance (tax credits, cost-sharing reductions, ConnectorCare)
QDPs
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QHP: A health benefit plan that is approved by the MA Division of Insurance for
meeting applicable state and federal requirements, including limits on cost-
sharing (e.g., deductibles, copayments, and out-of-pocket maximum amounts)
and coverage of essential health benefits, and has received the Health
Connector’s Seal of Approval as meeting certain standards regarding quality,
value, and coverage
QDP: A dental benefit plan that is approved by the MA Division of Insurance for
meeting applicable state and federal requirements, including reasonable limits
on cost-sharing and coverage of the pediatric oral services essential health
benefit, and has received the Health Connector’s Seal of Approval as meeting
certain standards regarding quality, value, and coverage
What are Qualified Health Plans (QHPs) and Qualified Dental Plans
(QDPs)?
Health Connector
Products and Plans
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Products Description
Qualified Health Plans (QHPs) with
financial assistance for individuals
and families
• Federal subsidies: premium tax credits (0%-400% FPL) can be applied
to QHPs on any metallic tier; cost-sharing reductions (0%-250%* FPL)
can be applied to certain Silver tier products (ConnectorCare plans)
• Health Connector will provide additional state subsidies (0%-300% FPL)
through the ConnectorCare program which is only available on the Silver
tier
QHPs without financial assistance
for individuals and families
• Unsubsidized plans for eligible individuals and families offered on four
metallic tiers
Catastrophic Health Plans for
individuals and families
• Catastrophic plans for young adults <30; and individuals and families
otherwise eligible because they have an exemption under federal law
• Covers preventive care in full without cost-sharing and offers at least 3
non-preventive primary care office visits without applying toward the
deductible
QHPs for small businesses
• Coverage for small businesses with <50 employees
• Certain small businesses may be eligible for federal tax credits or state
wellness rebates
Qualified Dental Plans (QDPs) for
individuals, families and small
businesses
• Dental plans for eligible individuals and small groups
• Pediatric-only plans are available too
• Dental benefits may be embedded in Health Plans or offered as a Stand-
Alone Plan by dental issuers
*Cost Sharing Reductions (CSRs) are available for American Indians with income up to 300% of FPL
Health Connector
Products and Plans (cont’d)
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Standardized Plan Design – Metallic Tiers
• Plans offered through the Health Connector are primarily separated into 4 health
plan categories — Bronze, Silver, Gold, and Platinum — based on the percentage
the plan pays of the average overall cost of providing essential health benefits to
members. The plan category you choose affects the total amount you'll likely
spend for essential health benefits during the year
Health Connector
Products and Plans (cont’d)
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Health Connector Issuers for 2015:
• Altus Dental (offers dental only)
• BCBSMA (offers medical and dental, but dental is only for small businesses)
• Boston Medical Center HealthNet Plan (a ConnectorCare Issuer)
• CeltiCare Health Plan (a ConnectorCare Issuer)
• Delta Dental of MA (offers dental only)
• Fallon Health Plan (a ConnectorCare Issuer)
• Guardian (offers dental only, but only for small businesses)
• Harvard Pilgrim Health Care
• Health New England (a ConnectorCare Issuer)
• MetLife (offers dental only, but only for small businesses)
• Minuteman Health (a ConnectorCare Issuer)
• Neighborhood Health Plan (a ConnectorCare Issuer)
• Tufts Health Plan - Network Health (a ConnectorCare Issuer)
• Tufts Health Plan
• UnitedHealthcare
Health Connector
Products and Plans (cont’d)
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ConnectorCare Program
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Who can qualify for a ConnectorCare Plan?
Individuals or families living in Massachusetts with
incomes at or below 300% of the Federal Poverty
Level (FPL) may qualify for ConnectorCare.
• If you and your family qualify, your Plan Type will
depend on your household income.
• Those with incomes above 300% FPL cannot
qualify for a ConnectorCare plan, but may
qualify for tax credits that help to lower the cost
of insurance.
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ConnectorCare Program
(cont’d)
Based on where you live, you may be able to choose from
plans offered by the following insurers:
• Boston Medical
• Center HealthNet Plan
• CeltiCare Health
• Fallon Health
• Health New England
• Minuteman Health
• Neighborhood Health Plan
• Tufts Health Plan - Network Health
These health plans offer the same core set of services but may have different
doctors or hospitals in their provider networks. Be sure to check out each plan in
your area to see if your doctor or hospital is in the network.
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ConnectorCare Program
(cont’d)
In addition to income eligibility, ConnectorCare members must:
• Live in Massachusetts
• Be a US Citizen, National, or immigrant that is lawfully present in
the United States
• Not qualify to enroll in an employer’s affordable, comprehensive
health insurance
• Not be in jail
• Not qualify for Medicare, MassHealth (Medicaid) or other public
health insurance programs
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ConnectorCare Program (cont’d)
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Which Connector Care can you qualify for? The cost of ConnectorCare plans are different, depending on the health
insurer and your Plan Type. The charts below shows the income eligibility for
different Plan Types according to Federal Poverty Levels (FPL).
Sample of ConnectorCare monthly premiums.
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ConnectorCare Fact Sheet
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ConnectorCare Plans:
A new way to help you pay for
health insurance
Fact Sheet includes:
• Who can qualify for a
ConnectorCare plan?
• Which ConnectorCare plan
can you qualify for?
• Lowest cost
ConnectorCare plan
premiums 2015
• ConnectorCare Benefits
and Copays Chart
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Health Connector Payments
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What are Premiums?
• Health and dental plan premiums are monthly payments that
a member must pay in order to establish and maintain
coverage
• Unlike co-payments and deductibles, some members will pay
a premium each month, regardless of whether the member
received health or dental care
• Members who qualify for ConnectorCare plans could have $0
premiums, depending on their eligibility determination and
plan selection. All other Health Connector members will likely
pay a premium every month
• The following information does not apply to individuals
determined eligible for MassHealth
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Payments Deadlines
• The payment due date for all Individual/Family (non-group) products is the
23rd of every month before the next coverage effective date (the 1st of a
month)
• For example, December 23rd is the payment due date for coverage effective
January 1st
Payment Deadline Coverage Effective Date
December 23, 2014 January 1, 2015
January 23, 2015 February 1, 2015
February 23, 2015 March 1, 2015
March 23, 2015 April 1, 2015
April 23, 2015 May 1, 2015
May 23, 2015 June 1, 2015
June 23, 2015 July 1, 2015
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Paying the Health Connector
• The Health Connector generates a quote (a premium priced according to the
applicant’s eligibility and unique characteristics) and sends it to an applicant
after the applicant has applied for coverage and selected a plan
• The applicant pays the quote (premium) using one of the available payment
methods (Check, Money Order, Bank ACH, in person)*. All payment must be
received in full and on time for coverage to be effective the following month
and for the applicant to become a member/enrollee of the insurance carrier’s
plan
• The Health Connector processes payment and sends confirmation to the
insurance carrier
• A Welcome Letter is mailed to a member by the Health Connector within 5
business days of processing payment and sending confirmation to the carrier
• The insurance carrier produces a member ID number and mails a member
packet and card to the enrollee approximately 7-10 business days after
receiving the member’s information *The Health Connector is currently building an Electronic Funds Transfer (EFT) payment
system that will go live during Open Enrollment. 41
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Paying the Carrier
• Members have the right (pursuant to the ACA) to pay a carrier (health plan)
directly; however, the fastest and easiest way for a member to pay is to do
so directly through the Health Connector. If the member chooses to pay the
carrier directly, the carrier is responsible for establishing a process for
collection of premium payments
• An enrollee must pay his/her monthly premium in full by the payment due
date each month* and follow any process established by the carrier
• Please note: ConnectorCare members must pay the Health Connector
directly to ensure that they receive all available federal and state subsidies
*Each carrier has its own payment due date that may be different from the Health Connector’s
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Partial Payments for New Members
• If an initial premium payment is equal to or less than $10 short of the total
amount due, it will be accepted for new members and the member will be
enrolled
• The member will then be billed for the balance on their next ongoing billing
statement
• This $10 payment policy is also applicable to plan changes made at the time of
renewal or during Open Enrollment
• If a member makes an initial payment that is more than $10 short of the total
amount due, the member will not be enrolled. It is, therefore, important to
emphasize to members that full payment is required
Example: Premium is $100, member sends in a check
for $90 – member will be enrolled, but next month will
owe $110 (the balance plus the monthly premium).
Example: Premium is $100, member sends in a check
for $80 – member will not be enrolled until they pay the
amount due or an amount within $10 of the amount due. 43
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Partial Payments for Ongoing Customers
Partial Payment:
• Applies to enrolled Individuals, Families, Employers, or Employees
• Premium payment received that is less than the total amount due
• Treated as a non-payment for the purposes of calculating the
member’s delinquency status and terminations for non-payment
• Could result in the suspension or denial of claims by the health plan
• All payments are applied to outstanding fees on the account before
they are applied to premium balances
Note: The Health Connector may choose to round up to the nearest full dollar amount and use the
rounded amount to calculate member delinquency status and termination for non-payment
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Payment and Processing for Ongoing
Customers
Ongoing Payment Process and Deadlines:
• On an ongoing basis, the payment due date for all non-group (individual/
family) products and coverage types is the 23rd calendar day of the month
before coverage effective date
• The payment due date for all small group products is 5 business days
before coverage effective date
• Payment must always be made in advance of the coverage month
• An enrollee must pay his/her monthly premium in full by the payment due
date each month or will be considered delinquent and risk disenrollment
for non-payment
• All payments are always applied to outstanding balance and/or fees on the
account before they are applied to premium balances
Note: Plan selection deadlines for small group coverage vary by insurance carrier, but the
payment deadline is always the same regardless of which insurance carrier the group enrolls in.
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Payment Methods
Available Payment Methods
‒ By mail by check or money order (paper)
‒ In person at the Customer Service Center in Boston or Worcester (check or money order only)
‒ Sent by the enrollee’s bank or financial institution; search for ‘MA Health Connector’ in the bank’s bill-pay to find the correct payee
‒ By Electronic Funds Transfer (EFT) payment online*
• Payments are processed and credited to member’s account the same day they are received provided the payment was submitted with all necessary information (e.g., member’s correct billing account number that can be found on the bill, etc.)
• Payments that do not have correct or sufficient information will be cashed and placed in a suspense account – this means they cannot be credited to a member’s account
• Payments are researched daily to attempt to associate the payment with a member account
• If a payment cannot be associated with a member premium billing account, it will remain in suspense until the member calls. When calling, members should have their check ready, customer service will ask for a copy of front and back of the check. Once received, payment will be transferred from suspense to member’s account
*The Health Connector is currently building an Electronic Funds Transfer (EFT) payment system that will go live during Open Enrollment. 46
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Payment Methods
Current Payments
Commonwealth
Care
P.O. Box 849175
Boston, MA 02284
Health Connector
P.O. Box 970008
Boston, MA 02297
Commonwealth
Care payments
2014 Medical and Dental
2014 Small Group Dental
Plans
In-Person Payments
133 Portland Street, 1st floor
Boston, MA 02114-1707
146 Main Street Suite 201/202
Worcester, MA 01608
NEW! - MA Health Connector
MA Health Connector PO Box 970063 Boston, MA 02297-0063
2015 Medical and Dental 2015 Small Group Dental Plans Note: When working with members, please explain that the Name and PO Box has changed. Please update any automatic payments that have been set up to pay for health insurance premiums.
Note: This address
should be used when
sending an overnight
payment
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Improperly Submitted Payments
• From time to time, the Health Connector receives a payment that
cannot be processed. Payments that do not contain sufficient or
correct information may prevent accurate and prompt payment
processing and account crediting with the following possible results:
‒ Payments not being applied to a member’s account
‒ Late application of payment to the member’s account
• In such cases, the member’s account will be considered delinquent
‒ An actively enrolled member will become delinquent and eventually
subject to disenrollment
‒ A new customer will not be enrolled or enrolled late
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Late Payments
• A member must pay the monthly premium in full by the
payment due date each month
• A payment received after the payment due date is treated as
non-payment for the purposes of activating the new member’s
enrollment, calculating delinquency status, and terminations
for non-payment
• A late payment may result in:
‒ Activating enrollment with a later effective date, or
‒ Not activating enrollment for newly enrolling individuals, families,
employers or employees
‒ Becoming delinquent and receiving delinquency notices
‒ The suspension or denial of claims by the insurance carrier for
healthcare services rendered
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What You Need To Know
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• Individuals who have a Qualified Health Plan, Commonwealth Care, Medical Security
Plan, or temporary MassHealth coverage (including temporary Limited) MUST submit a
new application during fall Open Enrollment
• Enrollment assisters DO NOT have to wait until a consumer receives a termination letter
to help them apply for coverage during Open Enrollment – applying early is the best way
to avoid gaps in coverage!
• The Commonwealth is prepared to execute a multi-faceted outreach campaign targeting
the transition of legacy or temporary coverage members into new, ACA-compliant
coverage
• This campaign will drive consumers to leveraging the new online application platform
that will make the application and enrollment process easier than ever for customers
‒ The system will determine eligibility for non-disabled individuals under the age of 65. All
individuals 65 and older and disabled individuals will need to continue to use the paper
Application for Health Coverage for Seniors and People Needing Long-Term-Care Services
• Paper applications will be made available, but completing an online application is the
fastest way to receive a determination and enroll in coverage
What You Need To Know
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EVS Messaging
• Individuals with CommCare Coverage
‒ “This member’s Commonwealth Care coverage is ending soon! They
need to submit a new application on or after November 15, 2014 at
Mahealthconnector.org”
• Individuals with Temporary MassHealth (including Limited)
Coverage
‒ “This member’s temporary benefits are ending soon! They need to submit a
new application on or after November 15, 2014 at Mahealthconnector.org”
• Both messages will be available in Appendix Y
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Customer Service
• For assistance with Connector coverage or questions about
the website visit MAhealthconnector.org or call 1-877 MA
ENROLL (1-877-623-6765) or TTY 1-877-623-7773, Monday
to Friday, 8:00 a.m. to 6:00 p.m.
‒ During open enrollment, you can call Monday to Friday, 7:00 a.m. to
7:00 p.m. and Saturdays, 9:00 a.m. to 3:00 p.m.
‒ Go to MAhealthconnector.org for information on special dates during
Open Enrollment when they will have even longer hours.
• For questions with MassHealth coverage Call the MassHealth
Customer Services Center at 1-800-841-2900 or TTY: 1-800-
497-4648, Monday to Friday, 8:00 a.m. to 5:00 p.m.
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