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!
Greetings and welcome to 2019! As you begin planning your new year and accomplishing goals, we wanted to share with you some upcoming healthcare related conferences we will be supporting in February, March and April. First we’re looking forward to getting out of the Cleveland winter and heading to at HIMSS19 in Orlando, Florida. Seema Verma and Alex Azar will […]
Appointment of Representative, (aka the AOR) always seems to be a topic of conversation in the healthcare payer space. Every show we attend, every customer we talk with and every industry function we attend, there are intense conversations and differing opinions on what is required by CMS. Do you only submit an AOR once? Do you need to submit a […]
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 […]
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 […]