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The Claim Management branch continues to work with Deloitte to design and build the My FAMLI+ benefits application system. The main components of the system are:
- Claimant account creation.
- Health Care Provider registration and portal.
- Claim filing and processing.
We just finished conducting User Acceptance Testing (UAT) for Release 1 of the My FAMLI+ portal, which includes health care provider registration and account verification. Testing for Release 2 for claim filing and processing will be starting soon!
We have successfully onboarded six Claim Management Supervisors and are currently recruiting for our first batch of 30 Claim Adjudicators to join our team in August.
Policy has proposed amendments to 7 CCR 1107-1 Premium Rules and 7 CCR 1107-2 Local Government Rules and will host a rulemaking public hearing on Tuesday, August 1, 2023 beginning at 10:15 a.m. and ending once the last person who wishes to speak has been heard. This hearing will cover the two sets of rules listed above and will be held virtually over Zoom. Registration is required, and we strongly encourage attendees to RSVP. Attendees can join the meeting at any time after 10:15 a.m. If you are unable to attend at that time, the recording will be posted on our website after the hearing. More information can be found on the Proposed/Adopted Rules page on the FAMLI website.
We wrapped up a busy June. We had a great webinar with over 1,000 participants. The team has been working to grow our audience during our Facebook Live sessions, and we have added Instagram reels as a new tactic to grow our engagement. We recently added newsletter content and social media content to our Marketing Kit specifically for organizations and other state agency who engaged with health care providers.
Our statewide broadcast campaign wrapped up on May 31, 2023 and we had a great return on investment of 18:1. The extension of our digital media campaign specifically targeting employers also wrapped up on May 31 and achieved over 30K clicks to the landing page and over 18.4 million impressions. Search was the top driver of clicks at 10.9K with the highest click through rate of all channels at 20%.
In July, we’ll have three Facebook Live sessions, the next two will be July 18 and July 25, all at Noon. We have several private presentations planned this month as well. Our next live webinar is tentatively held for August 22 at 11 a.m. Registration information will be published to the FAMLI website after it is confirmed. The August Facebook Live schedule will also be published soon as well.
Did You Know?
GPPR has a project request form! The form can be found on the GPPR intranet page.
As we venture into the claims aspect of our business, we've re-evaluated how we are going to handle the anticipated influx of calls from the people living in the great state of Colorado who will be calling in to initiate claims with FAMLI. We have reviewed the historical data from the Employee Contact Center (ECC), and this AWESOME team has proven repeatedly that they are able to rise to any challenge! We will be leveraging the experience gained through the launch of the premiums system and transfer that knowledge to the new benefits system. Simply said, the Employee Contact Center and the Claims Contact Center (Tri-C) teams will combine resources to further support the people of Colorado! In the very near future, all Customer Care Representatives (CCRs) and supervisors will be cross-trained to quickly address the needs of all of our callers. This flexibility will allow FAMLI to continue to provide first-class customer service, with less waiting for our callers.
ECC Report
- June call volume trended down, as expected with the Q1 deadline having passed.
- June Calls Answered by CCRs = 3,694 calls
- June Average Handle Time = 12:18
- June Average Queue Wait Time = 00:02
- Intelligent Virtual Assistant (IVA) Transactions: 5,726
Call volumes are anticipated to trend upward again for the month of July, as Q2 reporting and payments are due July 31!
- The Spanish version of our Intelligent Virtual Assistant will be implemented this month! It’s been a challenge configuring the Spanish version ensuring it understands our terminology and is providing correct content and experience to callers. We have learned a lot! A huge thank you to Veronica Cruz, Maggie Gesler, Jasmine Lopez, Ernesto Martinez, Maria Ramirez and Johana Ticas for giving the system a thorough and rigorous test. Also for hanging in there through the challenge! Once the Spanish IVA project is wrapped up, we’ll move to developing a chatbot which will be available to users on our website.
- Post Call Survey - This month the Employee Contact Center will implement a Post Call Survey asking callers the following three questions, so we can continue to improve our customer service:
- Was the service you needed provided? Yes / No
- Did you feel cared for during your interaction? Yes / No
- On a scale of 1-5, were you satisfied with your interaction? (1= Not satisfied and 5 = Exceptional)
Claims Contact Center (Tri-C) Report
- Six Tri-C supervisors have joined FAMLI!
- Mayte Gardea joined June 26
- Melissa Timmons transferred from the FAMLI Training Team on July 5
- Michele Barton and Heather Borer started date - July 10
- Yara Melano and Heidi Stuckert start date - July 24
- We are preparing for our first cohort of 50 new Customer Care Representatives (CCRs) to join FAMLI’s Tri-C on September 11. We plan to start crosstraining ECC CCRs beginning September 18.
Quality Assurance (QA)
- Quality Assurance (QA) has been working closely with the Customer Success Supervisors on the Call Center Scorecard, specifically regarding authentication and ticketing.
- QA will ultimately not be scoring calls, as this will be taken over by the Customer Success Branch’s upcoming Customer Success Performance Team, however QA is helping to prop up this process.
- QA has created a new Procedure Intake Form, which can be found on the FAMLI Intranet in the “Business Processes and Procedures” button.
My FAMLI+ Employer (Premiums System)
The product development team dedicated to the FAMLI premiums project just deployed Release 6 to My FAMLI+ Employer. Release 6 included several impactful features including:
- Customers can now submit tickets through the Contact Us page on the My FAMLI+ Employer portal
- Assessing penalties and interest for late wages, amendments and late payments.
- Systematic scanning for unapplied payments and applying credits to receivable items.
- Enhanced payment information and handling of orphaned and returned payments.
- Enhanced revenue tracking to support accurate FAMLI financial reporting to CORE.
- A variety of smaller enhancements to support Contact Center Representatives (CCRs) and Premiums and Private Plans Operations (3PO) productivity.
For a complete list of the new features included in this release and more details about each enhancement, please review the Release 6 Notes on the Product and Technology page of the FAMLI Intranet. With Release 5 now successfully deployed, the product development team is busy working on new enhancements for Release 6 which is expected to deploy on July 16th.
My FAMLI+ (Benefits System)
Development and testing for My FAMLI+ continues for both Release 1 (healthcare provider registration) and Release 2 (claims processing). The FAMLI team recently completed user acceptance testing (UAT), and Release 1 is on track to go live on August 17! There are a number of other key activities currently in progress:
- Review and finalization of the implementation plan for Release 1
- Preparations for delivery of Release 1 training
- Identity proofing integration for Release 2
- Development and testing of remaining Release 2 features
- Training material development for Release 2.
The Training Unit has been busy preparing for the large influx of new hires that will be coming in the fall 2023! These new employees will attend New Hire Training along with specialist training in topics related to their jobs tasks such as Leave Management and Benefits.
The Training Unit will launch FAMLI’s new Cornerstone Learning Management System (LMS) in August! This system will have the look and feel of the CDLE State of Colorado (SOC) Learns portal, but will contain FAMLI-specific, computer-based and live virtual instructor-led training. LMS training sessions will be announced and hosted by Sam Knipp in July.
To prepare for the LMS launch, Training is designing and developing compatible training deliverables including a new Health Insurance Portability and Accountability Act (HIPAA) training, Welcome to FAMLI, and the Benefits Release 1 training series. More information will be provided about the launch and training throughout the month of July.
Knowledge Owl Monthly Stats
KnowledgeOwl currently contains 542 published articles, and 127 Glossary terms!
In June, we added 8 new articles and updated 87 articles.
Here are the top 15 articles in KnowledgeOwl last week.
The most popular article last week was "What if an Employee files for a FAMLI claim after the Employer has paid the Employee in full for that same period?"
Remember, the KnowledgeOwl password is 2023.
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