Developing an Information Infrastructure for the Medicare+Choice Program Summary of a Workshop (1999) / Chapter Skim
Currently Skimming:
6 Best Practices and Models for an Open-Season Enrollment Process
6 Best Practices and Models for an Open-Season Enrollment Process
Pages 29-34
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From page 29... ...
They also emphasized the benefit of using retirees themselves to educate the beneficiary population. STATE OF NORTH CAROLINA TEACHERS' AND STATE EMPLOYEES' COMPREHENSIVE MAJOR MEDICAL PLAN North Carolina is an example of a state with an immature overall managed care market.
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From page 30... ...
North Carolina has found that many of the plans that initially signed up to provide care under TSECMMP dropped out after the first couple of years. The plan's administrator advised HCFA that as competition among the Medicare+Choice plans begins to take place, it is likely that quite a few of the health plans will end up leaving the federal program as well.
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From page 31... ...
The enrollment materials that each enrollee receives indicate the plan in which he or she is currently enrolled, information on how to receive additional information about any plan in which the enrollee might have an interest, how to make an open-season selection, and how to switch health plans. Most active employee enrollees switch plans by using a Touch-Tone telephone.
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From page 32... ...
THE EFFECTIVE USE OF TECHNOLOGY: THE GENERAL ELECTRIC ANSWER CENTER AS A CASE STUDY The Balanced Budget Act of 1997 mandates that HCFA implement a toll-free telephone number to assist beneficiaries. Representatives of HCFA indicated at the workshop that the agency plans to employ about 3,000 telephone operators to handle Medicare+Choice calls, although HCFA has more recently indicated that it will only use 600 customer service representatives.
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From page 33... ...
Throughout the workshop participants provided testimony regarding the reluctance of senior citizens to use voice response systems. Several testified that when Medicare beneficiaries contact health plans, they spend an average of 25 minutes on the telephone with the operator.
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From page 34... ...
Research indicates that there are wide variations in the cost of an inquiry. Table ~ presents the typical costs incurred by General Electric for different types of information requests.
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