When Are the Best Times to Offer Appointments for Enrollment Help?

By Molly Warren

Now that Navigator grants have been announced, it is time to ramp up planning for the upcoming open enrollment period. Here at Enroll America, we thought it’d be a good time to re-surface some tips we gleaned from data from the Get Covered Connector (an assistance-scheduling tool for consumers) on the best times to offer appointments. You don’t need a Magic 8 ball to predict when demand will be highest — here’s what the data say:

1) Make appointments available on Saturday at 10:00 a.m. Out of the 60,000 appointments scheduled last year, Saturday at 10:00 a.m. was the single most popular appointment slot.

2) Generally, make sure to have lots of weekend appointments available. We found that weekend appointments were almost twice as likely to be filled (20 percent fill rate for weekends vs. 11 percent on weekdays), and enrollment rates were 20 percent higher compared with weekday appointments. If adding more Saturday appointments is not possible, then consider additional Sunday appointments in the upcoming open enrollment period to increase weekend capacity.

3) Have more appointments before deadlines. Deadlines drive consumers to enroll — and seek application assistance! Last year, we saw that consumers made more appointments before deadlines, with a sharp peak in demand at the end of open enrollment (see the graphic below).

For more tips and insights from the Connector data, check out the issue brief we released a few months ago: Making the Connection: How Centralized Scheduling Benefits Consumers, Assisters, and the Enrollment Community.

Consumer Appointments and Enrollments During OE2, November 15, 2014 – February 20, 2015

Connector-brief-Figure-5

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