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5 Ways Member Engagement can
Improve your STAR Ratings
1
2
Growing New Members for Medicare Advantage
Smart Tactics
3
Annual
Enrollment
Sales Member
Engagement
Improve
Satisfaction
4
Five Best PracticesYour Member Engagement Center
Should FollowTo Improve STAR Ratings
5
#1 Employ a MoreThoughtful Approach to Onboarding
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!
After Mailing Out
Membership Cards and
Welcome Packages…
7
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
Communications that are
Personal, Relevant, Convenient and Actionable
9
↑ STAR Ratings↑Communication ↓Complaints
10
#2 Engage Members at StrategicTouchpoints
Throughout theYear
Nurturing Members during “In-between-moments”
11
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
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
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
15
#3 Mitigate your CTM occurrences
Eliminate Complaints That Tend to Happen Shortly
After Enrollment
16
↑ STAR RatingsProper Complaints
Tracking/Monitoring
Counter Errant
Complaints
17
#4Take a New Approach toTraining
18
Ongoing Training on the Nuances of the Healthcare Market
Strategies For WorkingWith Different Personas
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
20
#5 Employ the Right People forYour Engagement
Center
Recruiting
o Right Skills
o Right Interests
o Right Attitudes
o Right Motivators
21
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
23
Ultimately Increase your STAR ratings!
Thank you!
Read the original article at http://bit.ly/1QDFtKN
24

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5 Ways to Improve your STAR Ratings