cucra/cucea fall meetingcucea.ucsd.edu/documents/slidescucracucea2016_10final.pdf · cucra/cucea...

CUCRA/CUCEA Fall Meeting Ellen Lorenz, Director Michael Waldman, Manager Retirement Administration Service Center October 26, 2016

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The RASC leverages continuous improvement, enhanced technology and self service to increase our members’ ability to understand, plan for and access retirement plan and retiree health benefits.

Annually, the RASC supports…

67,000 Retirees, dependents and surviving family members 34,000 Former employees $2.8 billion Annual benefit payments 110,000 Telephone calls answered

20,000 Pieces of written correspondence answered 5,000 Annual retirement elections processed 90,000 Documents scanned and indexed per year

Retirement Season Snapshot Personal Retirement Profiles (PRPs): April 1 – July 31 2016 1,200 Actives 200 Inactives 1,400 Total Retirement Elections Processed July 2016 2,100 July 2015 2,200 FY 2015-16 5,067 FY 2014-15 5,344

70% of July active retirements were supported by the RASC for retirement counseling and document preparation services or 1,200 of 1,800 July 2016 active retirements

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2016 Retirement Choice Program Readiness

• Developed RASC-specific overview training • Presented weekly RASC-specific training • Leveraged OptionFinder polling tool quizzes that provide instant

feedback on learning • Attended all-day systemwide training (all RASC staff) • Delivered UCRP basics training to Fidelity • Reviewed Retirement Benefits Decision Guide, Fact Sheet and

other publications with staff • Updated retirement estimator and modeling tools • Documented operating instructions in Customer Relationship

Management (CRM) tool

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Preparing for Retirement RASC Presentations

On-site, in-person – since mid 2015

o Delivered 18 presentations reaching 1,400 employees

o On average, 96% of respondents were either Very Satisfied or Satisfied with the presentation (20% response rate)

Webinar (hosted)

o Offered on second and fourth Tuesdays of every month from 10:00 a.m. to 12:30 p.m. Pacific

On-demand web

o Available on UCnet (Compensation & Benefits, Preparing for Retirement)

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Customer satisfaction is trending up

84%

88%

80%

82%

84%

86%

88%

90%

92%

Q3 2015 Q3 2016

% Satisfied or Better - Q3

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Quality Assurance

Coaching &

Feedback

Training

47% of responses are from current faculty or staff 18% survey response rate 1,470 responses received 8,095 invitations sent

Open Enrollment Update

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• Hired six TOPS staff

• Completing onboarding and training

Questions?

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Thank you Photo of UC Santa Cruz (UC identity archive)

CUCRA/CUCEA Fall Meeting Kris Lange, Director Benefit Programs Vendor Management October 26, 2016

Medical Plan Satisfaction Surveys

Overall Satisfaction by Health Plan

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Health NetBlue & Gold

KaiserPermanente

WHA NationalAverage for

HMOs

84.4% 93.6% 92.5%

86.6%

Overall Satisfaction – Non-Medicare HMOs

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Health SavingsPlan

UC Care NationalAverage for

PPOs

73.4% 77.6% 83.3%

Overall Satisfaction – Non-Medicare PPOs

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Survey of Medicare Plan Members 1st time Medicare Members have been surveyed by UC Plans surveyed: Health Net Seniority Plus Kaiser Senior Advantage Blue Shield Medicare PPO & High Option Launch Date: March 10, 2016 End Date: June 5, 2016 First mail: March 10, 2016 Second Mail: April 4, 2016 Phone interviews non-responders: April 21, 2016

CUCRA/CUCEA request

56% response rate

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Enrollment and Survey Highlights

8,742

8,541

10,067

Total Medicare Enrollment

KaiserSeniorAdvantage

Health NetSeniorityPlan

MedicarePPO/HighOption

Responders closely reflect enrollments

474

453

397

Numbers of Survey Responders

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UC Medicare Plans Survey Results

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Overall Satisfaction by Health Plan

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

MedicarePPO & High

OptionPlans

Health NetSeniority

Plus

KaiserSenior

Advantage

NationalAverage(CMS)

90.6% 91.3% 95.3%

88.40%

Overall Satisfaction - Medicare Plans

All UC Medicare plans are above the National Average

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Overall Satisfaction with Health Care

All our members are satisfied with their Health Care 88.5%

94.4%

90.9%

94.2%

60.0% 70.0% 80.0% 90.0% 100.0%

National Average(CMS)

Medicare PPO & HighOption

Health Net Seniority

Kaiser SeniorAdvantage

Overall Satisfaction with Health Care

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Specialist Experience

A opportunity for improvement

88.6%

86.3%

86.6%

89.3%

60.0% 70.0% 80.0% 90.0% 100.0%

National Average (CMS)

Medicare PPO & High Option


Kaiser Senior Advantage

How Easy to Get Appointments with Specialists

Health Net is below the national average

89.9%

91.8%

84.7%

94.3%

60.0% 70.0% 80.0% 90.0% 100.0%





Get Care As Soon As Needed

Getting Needed Care

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Customer Service Experience

94.4%

98.7%

92.4%

95.2%

60.0% 70.0% 80.0% 90.0% 100.0%





Plan’s Customer Service Treated You with Courtesy and Respect

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Customer Service Experience

76.0%

69.7%

79.3%

60.0% 70.0% 80.0%





Plan’s Customer Service gave you the info and help you needed

80.7

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Prescription Plan

86.8%

88.7%

91.7%

94.9%

60.0% 70.0% 80.0% 90.0% 100.0%





Overall Satisfaction with Drug Plan

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Prescription Plan

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

National Average(CMS)


Health Net SeniorityPlus


Yes 82.5% 88.6% 87.9% 98.5%No 17.5% 11.4% 12.1% 1.5%

Your Prescriptions were covered by plan

10.0%

20.0%

30.0%

40.0%

UC Average National Average (CMS)

Prescription Plan – Mail Order Usage

37.2% of UC Medicare members used the mail order service

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Survey Respondents’ Health Status (self-reported)

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Respondents’ Health Profile UC Medicare members rate their health better than national average!

5.0%

20.0%

35.0%

50.0%

Excellent& VeryGood

Good Fair Poor

50.2%

35.3%

12.1%

2.3%

37.1% 36.0%

21.7%

5.3%

Overall Health

5.0%

25.0%

45.0%

65.0%

Excellent& VeryGood

Good Fair Poor

69.3%

22.6%

6.9% 1.2%

57.0%

27.9%

12.5%

2.6%

Overall Mental & Emotional Health

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Vaccination Rates UC Medicare members receive vaccinations at rates better than national average!

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

UC Average National Average(CMS)

Flu Shot Rate

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

UC Average National Average(CMS)

Pneumonia Shot Rate

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Member’s Health Profile Only cancer related issues are above the national average

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

A heart attack Coronary heartdisease

Hypertension orhigh blood

presure

Cancer, otherthan skin cancer

Asthma orpulmonary

disease

Diabetes or highblood sugar

5.8% 11.8%

53.4%

18.0% 14.9% 22.6%

11.1% 15.8%

65.2%

14.1%

19.3%

31.0%

Ever Had Any of These Health Conditions

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Domestic Partner Policy Review

Work in progress o Updating and clarifying websites and publications o Letter to all employees with DPs enrolled in H&W

regarding the UCRP requirements

Does NOT impact current retirees o Retirees are asked for domestic partner information at

point of retirement

Different Rules for H&W vs. UCRP

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Definition of eligible domestic partner Health & Welfare

o Same gender – no age restriction o Opposite gender – one partner must be at least age 62

and eligible for social security based on age UCRP

o No age restriction for either same or opposite gender


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Documentation Requirements for non-registered domestic partners Health & Welfare

o No affidavit required, but must submit documentation upon request from SECOVA as part of FMEV

UCRP o UBEN250 must be filed o Documentation must be in place one year before death

in order to receive survivor benefits


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QUESTIONS?

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