Not that long ago, member experience was not even a consideration for healthcare insurance organizations. Customers have more options in the marketplace resulting in greater price sensitivity and less stickiness to plans and providers. In the ever-increasing competitive landscape of the global health insurance market, payers need to offer patients services they want by moving to a value-based approach. In value-based models, payers strive to reduce claim times, resolve member inquiries efficiently, and automate to eliminate paperwork and unnecessary follow-ups with care providers.
Analytics can help health insurance companies compete in a shifting healthcare landscape by providing insights to improve the healthcare experience for patients, families, and care teams.
Healthcare insurance organizations can reap multiple benefits from using analytics creating an atmosphere favorable to retain, acquire, and manage members. Providers must foster an analytics-driven culture that can minimize administrative costs required to develop strategic member acquisition plans from various sources such as EMRs, claims, social and web data. Knowing and acting on the resulting data-driven insights are key to any healthcare insurance system’s commitment to manage member experiences for retention, acquisition, and recapture.
Big data analytics is the key to sustainable engagement initiatives in payer healthcare systems. First, there is a need to get a unified understanding of member experience gaps and assess every member experience at every touch point between various departments. Member interactions happen on the phone, in emails, online, on social media, on blogs, in help forums, and in several other channels. Next step is to measure response and resolution time by channel. Employee satisfaction also matters for those employees who are in direct contact with members. Finally, a reflective analysis of member retention is helpful to understand when and why members are leaving. Read our white paper that focuses on the development of a member experience framework from stratifying and attracting members to supporting patients after discharge and helping payer companies to meet increasing member expectations.
This whitepaper focuses on the development of a member experience framework to capture the member experience from initial marketing through to supporting patients after discharge to help payer companies meet increasing member expectations. It is more crucial than ever to reach out and help members who need assistance navigating the new world of healthcare by leveraging & adapting information that addresses the member’s changing level of interest and needs. Effectively engaging the entire member population and improving the member experience is no simple task.
Read the Member Engagement white paper to understand how data-driven member engagement can be used as a competitive differentiator to encourage well-being and attract & retain current members.