Santiago Solutions Group Findings
Distinct Differences Between New
ACA Exchange Insured & Group
Insured Consumers
5
1
5 Differences between New ACA
Exchange Insured & Long-term Insured
Education
5Health
system
cultural
nuances
Preferred
exp...
Education
HS Diploma/Less vs College Educated
1. These populations will likely be miles apart in
their ability to understa...
Health Care Literacy
29%
No Insurance History vs. Long-term Insured
Lack of experience with health care and health
insuran...
Language
66% of Hispanic
eligibles are Spanish
dominant
They may lack communication
essentials, requires in-language
mater...
Preferred Experience Channels
29%
Face to Face > Digital
• Despite being known for being
more socially connected and
gener...
Health System Cultural Nuances
Uninsured Use vs. Insured Use
1. They may view health through distinct
cultural nuances, su...
1. Modifying information and services to
accommodate the distinct difference
with newly insured ACA consumer could
improve...
• SSG Analyses of Scarborough USA+ 2013R2Uninsured
Eligibles: Uninsured, Ages 25-64, FPL 139-400. Insured:
Insured, FPL400...
FollowUs
10
We guide clients to focus their
resources toward the highest
ROI growth opportunities by
delivering ownable in...
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5 distict differences in aca exchange new insuredv cs final

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SSG decoded key differences between long standing insured and new ACA Exchange consumer, which could improve relationships and retention with current new ACA enrollees.

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  • 5 distict differences in aca exchange new insuredv cs final

    1. 1. Santiago Solutions Group Findings Distinct Differences Between New ACA Exchange Insured & Group Insured Consumers 5 1
    2. 2. 5 Differences between New ACA Exchange Insured & Long-term Insured Education 5Health system cultural nuances Preferred experience channels Health care literacy Language SSG decoded key differences between long standing insured and new ACA Exchange consumer, which could improve relationships and retention with current new ACA enrollees. 2 2014SantiagoSolutionsGroupInc.
    3. 3. Education HS Diploma/Less vs College Educated 1. These populations will likely be miles apart in their ability to understand complex terminology, processes and documentation in the unfamiliar world of health care and health insurance, requiring materials and follow-up to be available at basic and below basic levels. 2. Engaging potential eligibles and newly ACA insured will require clear and simple communications due to their low Health Care literacy and experience. 3 1 Uninsured Insured Some College or above 75% High School Diploma or Less 43% 57% 25% ≤HS ≤HS College+ College+ 2014SantiagoSolutionsGroupInc.
    4. 4. Health Care Literacy 29% No Insurance History vs. Long-term Insured Lack of experience with health care and health insurances worlds will further complicate their ability to navigate the unfamiliar health care and health insurance territory, including understanding such standard topics as: co- payments, deductibles, maximums, and complex prescriptions plans. What are the choices for health Insurance? How do I get it? How do I use it? What will it cost me? 1 2 3 4 4 2014SantiagoSolutionsGroupInc.
    5. 5. Language 66% of Hispanic eligibles are Spanish dominant They may lack communication essentials, requires in-language materials & services 5 66% 30%34% 70% Uninsured Insured Spa Dom Eng Dom Hello! ¡Hola! ¡Hola! Hello! 2014SantiagoSolutionsGroupInc.
    6. 6. Preferred Experience Channels 29% Face to Face > Digital • Despite being known for being more socially connected and generally mobile savvy, 40% of the uninsured Hispanic eligibles are offline • Active storefronts and face-to- face staff will be required to bring consumers from enrollment to onboarding at a comfort level, to build trust and conduct business in an unfamiliar arena 2x 6 Banking Methods WNH 25-64 58% 39% 26% 53% 14% 8% Insured Uninsured 2014SantiagoSolutionsGroupInc.
    7. 7. Health System Cultural Nuances Uninsured Use vs. Insured Use 1. They may view health through distinct cultural nuances, such as: Believing they are their own doctors, or believing hat certain conditions (such as pregnancy) are natural and do not require medical attention 2. Their insured counterparts more likely believe that the doctor knows best and may be more inclined to prevention. 3. Overall clarity and simplicity in information and service can bring in the newly insured population into the fold of regular checkups Importance in Medical Consultation 5 7 52% 63% 48% 37% Uninsured Insured I'm My Own Doctor Exchange Eligible Insured 2014SantiagoSolutionsGroupInc.
    8. 8. 1. Modifying information and services to accommodate the distinct difference with newly insured ACA consumer could improve their customer experience, help increase brand image, and strengthen relationships. 2. Improved customer experience will increase customer loyalty, and ensure healthier business growth through retention and positive referrals with ACA eligibles during the upcoming ACA Open Enrollment Round #2. CONCLUSION 8 2014SantiagoSolutionsGroupInc.
    9. 9. • SSG Analyses of Scarborough USA+ 2013R2Uninsured Eligibles: Uninsured, Ages 25-64, FPL 139-400. Insured: Insured, FPL400+ • Scarborough USA+ 2013 and GfK MRI Fusion R2 Survey of the American Consumer; Enrolled a/o Apr 19 FPL 400%+ vs Uninsured + FPL 139-400%; Age 25-64. Significance tests run at 95% confidence level • SSG Wellness SpectrumTM Powered by GfK-MRI Sources: 9 2014SantiagoSolutionsGroupInc.
    10. 10. FollowUs 10 We guide clients to focus their resources toward the highest ROI growth opportunities by delivering ownable insights, projectable opportunity volumetrics, fact-based marketing plans, and customer journeys that respond to influencers and high-value prospects. We get there by leveraging our client-side experience, applying rigorous predictive analytics that yield accurate manageable priorities fueling highly actionable & effective Total Market roadmaps. About Santiago Solutions Group SSG Monthly Insights Newsletter Santiago Solutions Group @Carlos_SSG 818.736.5661 SantiagoSolutionsGroup.com @Santiago_Group santiagosolutionsgroup.com/subscribe/ Carlos@SantiagoSolutionsGroup.com 2014SantiagoSolutionsGroupInc.
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