As the COVID-19 crisis began to take hold, state-based marketplaces (SBMs) were quick to respond to the first nationwide public health emergency since the Affordable Care Act created new coverage options in states. Informed by conversations with seven SBMs that established an SEP—Colorado, Maryland, Massachusetts, Nevada, New York, Rhode Island and Washington—this expert perspective highlights strategies that successfully drove enrollment, including: leveraging their SBM status to quickly and efficiently operationalize customer service in a new remote environment, directly engaging with existing customers as well as reaching out broadly to new ones, and adapting outreach tactics based on new insights regarding audience needs and behaviors to reach them most effectively.
Laying the IT Foundation for 2014: Developing Infrastructure for Improved Eligibility and Enrollment Systems
National Academy for State Health Policy- Lynn Dierker; HealthTech Solutions – Sandeep Kapoor
One of the biggest challenges – and opportunities – for states as they strive to implement the Affordable Care Act’s (ACA) coverage expansions is the size and scope of technology solutions required to support exchanges in making eligibility determinations and enrolling consumers in coverage. This webinar provided insight into the latest federal guidance on information technology (IT) systems development and the impact it has on developing state IT infrastructure capable of meeting the high expectations and demand of seamless, real-time eligibility and enrollment under the ACA. The slides consider a number of key implementation issues, including the intersection of business and IT processes, the ability of new systems to integrate with existing legacy systems (e.g., Medicaid management information systems), governance, enterprise architecture and system financing.