Part I: Marketplace Post Enrollment Reminders (1-2 months post enrollment) – Updated 2023

Consumer Name: *

Navigator Name: *

County of Residence: *

Type: *

Marketplace
Mix – Marketplace & Medicaid

Age Range: *

Date: *

Survey Complete: *

Yes
No

Answer and Voicemail

Answered
No Answer and No Voicemail
No Answer and Left Voicemail

Phone in Service:

Yes
No

Number of Attempts:

1st
2nd
3rd

Duration of call: *

[Voice Mail Message] Hi _______. My name is _ and I’m a Health Navigator with ASPIN. I/One of my co-workers recently helped you/your family apply for health insurance on _. I’m calling to make sure you get the most out of your health insurance and that you received your insurance card in the mail. If you can please return my call, my number is ___. Thank you and have a great day. *Always send a text message afterwards summarizing voicemail script.

[MONTH 1 ½ -2 Script: After Enrollment] Hi ___. My name is _ and I’m a Health Navigator with ASPIN. I/One of my co-workers recently helped you/your family apply for health insurance on ___. I’m following up to make sure you get the most out of your health insurance and to ask a few questions.

I. Submit Income/Identity Verification

1. Have you received an email or letter from healthcare.gov asking you to provide information to verify your identity or your income?

Yes
No: if you do receive a letter from healthcare.gov, please don’t ignore it. It may request information that is required to continue your insurance. If you receive a letter, you can always contact us at 877-313-7215 and we can help you. (Skip question 2)

2. Do you know what information it is requesting?

Identity verification
Income verification
Other
I don’t know

3. I can schedule an appointment to help you with the verification process?

Scheduled
Not scheduled

II. Premium Payment Reminder

4. Have you paid your premium for (Month)?

If YES: Great! you should receive a Welcome Packet from your health insurance company, along with your benefits card (Skip to Question 6)
If NO: Your insurance may be cancelled if you do not pay your premium by the end of the month.

5. Are you able to pay for your premium this month to retain your coverage?

Yes
No

6. How do you plan to make your premium payment at the end of each month?

7. Are you confident that you can pay your health insurance each month?

If Yes – Great!
If No – Why not? – Could we look up resources for you and give you a call back with that information?

III. Received Insurance Card

8. Have you received your Welcome Packet and insurance card from your insurance company?

If YES: Great! Having your card and understanding how to use it is an important step to getting affordable care.
If NO: [confirm insurance provider and assist consumer with a 3-way call to the MCE or provide instructions on how to follow-up with their provider]

IV. Health Improvement

9. Do you feel that having health insurance coverage has or will have a positive influence on your health?

Yes
No

If no, why not?

10. On a scale of 1-10 (10 being greatest) has having health insurance improved your health?

End of Call: Thank you for taking the time to answer these questions! If you ever have any questions about your health insurance or need assistance, let me know! You can also call the ASPIN Call Center at 877-313-7215.

Comments:

ASPIN Health Navigator

ASPIN Health Navigator Web Portal