Myerson, R., Tilipman, N., Feher, A., Li, H., Yin, W., & Menashe, I. (2022). Personalized Telephone Outreach Increased Health Insurance Take-Up For Hard-To-Reach Populations, But Challenges Remain: Study examines personalized telephone outreach to increase take up of ACA Marketplace enrollment. Health Affairs, 41(1), 129-137. Access Abstract NPM: 15: Continuous and Adequate Insurance Intervention Components (click on component to see a list of all articles that use that intervention): STATE, Public Insurance (State), Enrollment Assistance Intervention Description: There has been increasing interest among policy makers, navigators, and consumer organizations in developing novel outreach methods to address diverse barriers to enrollment. This study evaluates the impacts of personalized, live outbound telephone calls from service center representatives on enrollment in California's ACA Marketplace, Covered California, which accounts for 13.5% of national ACA Marketplace enrollment. The intervention targets consumers who had initiated the enrollment process by submitting an application but had yet to select a plan. Households in the study population were randomly assigned to one of two groups at the outset of the intervention period: a treatment group that was assigned to receive a phone call (hereafter referred to as an “outbound call”) from a service center representative and a control group that was assigned to not receive an outbound call. This intervention could address enrollment barriers such as lack of awareness of health insurance options, low health insurance literacy or computer literacy, preference for in-language assistance, and the time and cognitive costs of shifting through options. Those in the control group, similar to any other consumers, could contact the Covered California service center by calling the publicly available number that had been provided to them. Primary Outcomes: Increased enrollment in Covered California health insurance due to personalized telephone outreach Conclusion: The intervention provided a two-to-one return on investment. Yet absolute enrollment in the target population remained low; persistent enrollment barriers may have limited the intervention’s impact. These findings inform implementation of the American Rescue Plan Act of 2021, which expands eligibility for subsidized coverage. Study Design: RCT Significant Findings: Yes Setting: Service Center for Marketplace Insurance Enrollment in California Target Audience: Consumers who had applied but not selected a plan Sample Size: 79,522 consumers (treatment group=55,519; control group=24,003) Age Range: N/A
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