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Summarizes hotline call trends, including reductions in overall volume and Vermont Health Connect calls, key call drivers such as billing/premium processing, tax Form 1095-A issues, and Medicaid review questions. Includes case outcomes and dispositions for closed matters, consumer protection initiatives (rate reviews, certificates of need, and ACA-related work), administrative advocacy, litigation, legislative activities, and outreach/education with website analytics and 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Chief Health Care Advocate  \nJuly 19, 2016  \nTable of Contents  \nIntroduction 1  \nHighlights 1  \nIndividual Consumer Assistance 3  \nOverview 3  \nTop Problem Areas 4  \n The HCA’s overall call volume was 26% lower than last quarter, very close to the volume  \nduring the same quarter last year, and 38% higher than pre-VHC volume. 4  \n Vermont Health Connect call volume dropped 31% from last quarter and was similar to the call  \nvolume during the same quarter last year. 4  \n Vermont Health Connect change of circumstance calls decreased by 39% from last quarter,  \nand were 58% lower than last fiscal year’s fourth quarter. 5  \n Vermont Health Connect invoice and billing problems decreased 43% from the previous  \nquarter’s all-time high, but were the second most common reason people called the HCA. 6  \n Calls about tax Form 1095-A issues increased over the same quarter last year. 6  \n We received 26 calls related to Medicaid reviews. 7  \n The top issues generating calls. 7  \nAll Calls 994 (compared to 1,338 last quarter) 7  \nVermont Health Connect Calls 505 (compared to 737 last quarter) 7  \nDVHA Beneficiary Calls 234 (compared to 354 last quarter) 8  \nCommercial Plan Beneficiary Calls 292 (compared to 437 last quarter) 8  \n Hotline Call Volume by Type of Insurance: 8  \nRecommendations 9  \nCase Results 9  \n Dispositions of Closed Cases 9  \nAll Calls 9  \nDVHA Beneficiary Calls 10  \nCommercial Plan Beneficiary Calls 10  \n All Calls Case Outcomes 10  \n Case Examples 11  \nConsumer Protection Activities 12  \n Rate Reviews 12  \n Certificates of Need 13  \n Other Green Mountain Care Board Activities 13  \n All-Payer Model 14  \n Vermont Health Care Innovation Project (SIM Grant) 14  \n Affordable Care Act Tax-Related Activities 14  \n Other Activities 15  \nLitigation 15  \nAdministrative Advocacy 16  \nLegislative Activities 18  \nCollaboration with Other Organizations 19  \nOutreach and Education 20  \n Website 20  \nGoogle Analytics Statistics 20  \nPDF Downloads 21  \n Education 22  \nEducation/Outreach 22  \nPresentations 22  \nPromoting Plain Language in Health Communications 23  \nIntroduction  \nThe Office of the Health Care Advocate (HCA) provides consumer assistance to individual Vermonters on questions and problems related to health insurance and health care. We also engage in a wide variety of consumer protection activities on behalf of the public, including before the Green Mountain Care Board, other state agencies and the state legislature.  \nThe full quarterly report for April 1, 2016 – June 30, 2016 includes:  \n􀁸 This narrative, which contains sections on Individual Consumer Assistance, Consumer Protection Activities and Outreach and Education  \n􀁸 Seven data reports, including three based on the caller’s insurance status:  \no All calls/all coverages: 994 calls (compared to 1,338 last quarter)  \no Department of Vermont Health Access (DVHA) beneficiaries: 234 calls or 24% of total calls (compared to 354 and 26% last quarter)  \no Commercial plan beneficiaries: 292 calls or 29%(437 and 33%)  \no Uninsured Vermonters: 108 calls or 11%(149 and 11%)  \no Vermont Health Connect (VHC): 505 calls or 51%(737 and 55%; the VHC data report draws from the All Calls data set)  \no Two Reportable Activities (Summary & Detail): 174 activities, 49 documents (225 and 47)  \nHighlights  \n􀂏 Total hotline call volume decreased 26% from last quarter and was similar to the same quarter in  \n2015. (The third quarter of the state fiscal year, January – March, typically has the highest call volume of the year.)  \n􀂏 Vermont Health Connect (VHC) calls were down 31% from last quarter, and very close to the level for the same period last year.  \n􀂏 Although VHC continues to improve functionality and performance, many Vermonters are still having serious problems. About half of all calls involved VHC, and about hal","cbCainM6HCY1Raq9","https://ap.wps.com/l/cbCainM6HCY1Raq9","pdf",1271153,27,"English","# Introduction\n# Highlights\n# Individual Consumer Assistance\n## Overview\n## Top Problem Areas\n# Recommendations\n# Case Results\n## Dispositions of Closed Cases\n## Case Examples\n# Consumer Protection Activities\n## Rate Reviews\n## Certificates of Need\n## All-Payer Model\n## Affordable Care Act Tax-Related Activities\n# Litigation\n# Administrative Advocacy\n# Legislative Activities\n# Collaboration with Other Organizations\n# Outreach and Education\n## Website and Google Analytics\n## PDF Downloads\n## Education and Presentations","[{\"question\":\"What period does the quarterly report cover and who submitted it?\",\"answer\":\"The report covers April 1, 2016 through June 30, 2016 and was submitted by Trinka Kerr, Chief Health Care Advocate, dated July 19, 2016.\"},{\"question\":\"How did hotline call volume change compared with the previous quarter?\",\"answer\":\"Total hotline call volume decreased 26% from the previous quarter and stayed similar to the same quarter in 2015.\"},{\"question\":\"Which issues were most common for calls to the Office of the Health Care Advocate?\",\"answer\":\"Vermont Health Connect invoice and billing problems were a leading reason for calls, along with tax-related Form 1095-A issues and questions related to Medicaid reviews.\"}]","Vermont Legal Aid - Office of the Health Care Advocate - Quarterly Report April 1, 2016 - June 30, 2016 | PDF",1789781086,9]