Key Points:

Problem/Objective: The BluePrint for Health stop-smoking program has been a covered service for Blue Cross and Blue Shield of Minnesota members since May 2000. This service has been provided by Free & Clear, Inc since December of 2004. Based on monthly recruitment outcomes data we were able to determine that a significant number of members referred to the program were not being reached; therefore they were not given the opportunity to enroll into the stop-smoking program.

Methods: BCBSMN and F&C took a proactive approach to increase the reach and enrollment in order to improve services to Blue Cross members. A detailed plan was jointly created by F&C (Connection and Enrollment Optimization Plan) to improve the connection and enrollment rates of members identified via fax referral from Blue Cross to Free & Clear. We will provide an overview of the key findings and recommended action steps for improvement.

Results: Via weekly outcome recruitment data reports, Blue Cross receives information about the outcomes of each fax referral (enrolled, declined, or unreachable). Based on the implementation of action steps recommended in the Connection and Enrollment Optimization Plan, Blue Cross monitored, over 7 months, the reach and connect rates via weekly data. Pre and Post-initiative data elements will be shared.

Benefits: The primary benefit involves providing information about the results of this initiative.

Learning Objectives: Conference participants will learn about strategies and key measurement metrics to improve reach and enrollment rates for a phone-based tobacco cessation program.