Content Services

There is no way to sugar coat it – Medicare Advantage plans are not meeting their customer satisfaction goals. Surveys prove it, with satisfaction having dropped from 2017 to 2018. One of the main drivers for the discouraging results is a lack of communication. Health plans are not leveraging communication strategies to engage members even though it’s the most effective way to create strong, loyal relationships.

Take a moment to think about how you communicate with your most important connections, your friends and family. We use phone, text, internet, social media, blogs and emails. All these touch points can be accessed from a mobile device. Today, mobile devices have become an essential tool for everyone from kids to businessmen to senior citizens. Take a guess at how many mobile devices you think we have in the world right now? Try 7.2 billion mobile devices around the globe. These days it’s rare to run into someone who does not have a mobile device. They have become a crucial part of our work, leisure, pleasure, relations and education.

Since nearly everyone has 24/7 access to communication tools, why are plans so far behind the curve in their communication efforts? On average, members only receive one piece of communication from their plan during an entire calendar year. Imagine the relationship you’d have with your mom or your best friend if you only reached out to them once a year! The infrequent communication and lack of outreach from plans can result in very frustrated, alienated members! This is an unnecessary business challenge with a very simple solution!

There are a variety of tools and technology platforms that can help payers tailor their member outreach strategies to provide quick, efficient and effective support to their beneficiaries. These tools not only provide a method to improve and automate communication, but also create an opportunity to target and market to new plan members. With these same outreach methods, plans can take their communication strategies a step further and encourage more collaboration between providers and improve communication with their Network.

All around, better communication plans result in happier and more informed members and providers. Understanding how your members prefer to communicate, the methods for reaching out to your network are almost limitless. Whether its email, phone calls, twitter, facebook or a blog post, extend your reach, stay connected and keep your network informed!

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New CMS Guidance

  As part of an initiative to streamline the Medicare Advantage and Prescription Drug appeals and grievance processes, CMS has consolidated Chapter 13 of the Medicare Managed Care Manual and Chapter 18 of the Prescription Drug Benefit Manual into one comprehensive guidance document. They are doing this to better align and provider a more defined, straightforward and non-repetitive understanding of […]

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Your Best Teacher Is Your Last Mistake

5…4…3… 2…1 🚀, it’s time to move forward and discover the power of you! This is the message behind the 5 Second Rule by Mel Robbins. It’s a cool, powerful self-help concept I was introduced to while listening to Mel speak recently at Hyland Software’s CommunityLive event in Nashville, TN. Embracing that concept I say 5…4…3… 2…1 it’s time to […]

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How Painful is Your Contracting Process?

Does your contracting process take forever? Can it take weeks, even months to bring a contract from creation, through negotiation and finally to execution? What causes the bottlenecks and how can they be fixed? First, let’s identify some common hurdles within the contracting process. Once identified, we can implement a contracting management solution to address those issues and reduce contracting […]

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Why CommunityLIVE 2018? So Much More Than Just A Conference…

It was over ten years ago when Hyland took over Nashville and I last took the general session stage at CommunityLIVE (at that time called the OnBase Training & Technology Conference). For those that don’t know my background, I started my career in Content Services at Hyland as a Product Evangelist. This year will be my 12th CommunityLIVE. Now, I […]

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August 6, 2018

Member Communication: Less Is Not More.

There is no way to sugar coat it – Medicare Advantage plans are not meeting their customer satisfaction goals. Surveys prove it, with satisfaction having dropped from 2017 to 2018. One of the main drivers for the discouraging results is a lack of communication. Health plans are not leveraging communication strategies to engage members even though it’s the most effective […]
June 28, 2018

You Can’t Manage What You Can’t See – Thoughts from the Optimizing Appeals & Grievances Conference

Much of the discussion last week at the Optimizing Appeals & Grievances and Improving ODAG & CDAG Outcomes Conference centered around accountability and company culture.  There was also a great deal of attention given towards the ability to pull Universes on demand.  These topics along with better ways to manage your day to day workloads are common challenges we hear from […]
May 22, 2018

Building a Strong Network: It Takes an Empowered Team

Life is full of different experiences. Take a moment to think about the last really good experience you had. What was it about the experience that made it so positive? Now think about the last horrible experience you had. What was it that made the experience so poor? I’m betting that the factors behind why your experience was positive or […]