experience with healthcare coverage?
Probe: Have most had health insurance in the past in America?
Probe: Can you describe their level of understanding of the importance of insurance and their understanding of how insurance coverage works?
Probe: Are there any cultural factors within the XX population that make it easier or harder to explain the concepts of health insurance coverage? If yes, please explain these cultural differences and your strategy, if any, to help explain the concepts of health insurance coverage.
Probe: Can you describe the average consumer in XX population’s level of understanding of the Affordable Care Act?
3. Do consumers of XX population have fears about the ACA that are related to their immigration status? If so, what are they?
Probe: what is your strategy, if any, to address these fears? Marketing, Outreach, and Education:
We are defining marketing as a manner of communication to reach a desired population to promote your services pertaining to ACA marketplace enrollment. Outreach and education are defined for the purposes of this interview as efforts to reach and educate a desired population about ACA coverage requirements, the importance of health insurance coverage, and where people can go for more help.
1. Have you found that there is a particular method of marketing or communication that works best to spread news to the XX population about the ACA generally, or enrollment resources more specifically?
Probe: Have you used newspapers, radio, brochures, relied on other organizations to educate the targeted population, word of mouth from other consumers you helped, etc?
2. What types of education and outreach, if any, do you or your organization do for the XX population that you serve concerning the ACA?
Probe: If any, have there been certain types of outreach that have been more successful than other types?
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3. What lessons did you learn from your marketing, education or outreach efforts that you would want to share with other communities? (Both positive and negative)
Helping People Enroll
1. What is the nature and setting of the enrollment assistance that you give? i.e. hours, frequency, by appointment or walk-in, office setting, clinical setting, at enrollment events or elsewhere
Probe: Are there situations that prevent a consumer of this population from being able to attend enrollment sessions? If so, please explain.
2. What types of documentation do you ask the consumer to bring to an appointment? Does this differ from the types of documentation you ask for other consumers?
3. On average, about how long does it take to help enroll a consumer of XX population in a health plan (e.g. number of visits, number of hours/visit)? Does this differ from your general population?
Now I’d like to ask you about any problems you might have encountered in the marketplace application that is directly related to the XX population’s immigration status:
4. Are there technical problems that you have experienced in helping the XX population enroll into coverage that is different from, or more difficult than for the general population? (Examples: identify verification, immigration-related documentation problems, or problems accessing the population?)
Probe: Have you discovered any workarounds? If so, what?
What lessons have you learned that could help other assisters who are working with this population?
Now I’d like to ask you questions about other barriers—unrelated to the website or federal hotline—that may cause problems with the enrollment process:
5. Please describe how you address the language needs of the XX population?
Probe: Do you find that you are able to communicate effectively with the XX population to help them successfully enroll?
Probe: Do you speak the same native language as a consumer of this population? If no, how do you provide language services?
Probe: Do you have translated materials in XX language to provide the XX population? If so, what types of materials are they and where did you obtain them (e.g. healthcare.gov or other nonprofits)
What lessons would you suggest to other organizations serving the XX community in terms of helping meet their language needs?
6. Are there any cultural beliefs that create barriers for this population to seek insurance coverage? (e.g. there is no private insurance in their country of origin, or they rely more heavily on nontraditional medicine and not Western medicine)?
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Probe: Do you have any strategies to explain the importance of insurance or about different insurance concepts for members of XX population?
Have you learned any lessons that could help other assisters who are working with this population?
7. Are there other barriers that you have encountered in helping members of XX population enroll? (e.g. Computer skills, lack of computer at home, lack of email, literacy)
Probe: Is this different from the general population you serve? Probe: How do you address these barriers?
8. Are there any facilitators that make it easier for you to work with this population (e.g. are they more interested in gaining health insurance coverage than other populations? More interested in complying with the new laws? Etc.)
9. Overall, do you think there are specific skills that the assister needs in working with this population?
Probe: i.e. should an assister be people person, be good at explaining technical, complicated terms in a simplistic way, have knowledge about cultural differences or different immigration statuses?
After the appointment/Education:
1. Are there any tips and resources that you provide to your consumers after they have selected a plan? If so, please describe.
Probe: Does this differ from what you provide the general population you serve?
2. Do you conduct any follow-up with consumers to ensure that their health insurance