6. Common Approach
o Short- sighted
o Focus on getting member
signed up
o Mailing out the ID card
How Can you Make the
Typical Healthcare Process a More
Thoughtful and Engaging Experience??
6
Sign Up
now!
8. Pick Up the Phone!
o Relationship Building
o Be Proactive: Call the
Member
o Confirm member
information
o Make sure the member
knows member service
number
o Answer any questions
12. Major Calibration Tools
of STAR Ratings
o CAHPS survey
o ANOC
Solve an issue for a member ahead
of a CAHPS survey and sending
out Annual Notices of Changes…
12
13. Customers Want to Know Changes
and Other Options
o Price Increases?
o Changes in prescription drug coverage?
o Alert them of the changes!
o Offer explanations as well as their options!
o Any generic equivalents to prescription
medicines that can save them money?
o Do you have another plan within your
portfolio that will be a better fit? (Before
they go to your competitor!)
13
14. Proactive Member Engagement Touch-Points
Campaigns Ensure Members to Stay Healthy
14
↑ STAR Ratings↑Annual
WellnessVisits
↑Receiving Flu Shots
http://www.istockphoto.com/photo/doctor-
gives-senior-woman-patient-a-vaccine-
nursing-home-48772158?st=e529cd6
18. 18
Ongoing Training on the Nuances of the Healthcare Market
Strategies For WorkingWith Different Personas
19. Engage Seniors Based on their Individual Characteristics
to Ensure they Understand their Plans
19
Member Engagement Agent
• Male
• Hard of Hearing
• Forgetful
• Female
• Quick Mind
• Active Life
22. Outsourced Provider With The Right
Hiring Tools
o Predict the top performers for these jobs
with an 80% accuracy rate
o A program that ensures they hire and
train agents the right knowledge and
personality to work in healthcare support
o Success in enhancing member satisfaction
22