B2 b2c6.22.11v2

  • 197 views
Uploaded on

 

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
197
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
3
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Leo GarneauVice President of MarketingPHX,IncFounderSculptedFog,LLC
  • 2. A Strategy for Effective Communication of Healthcare Benefits
  • 3. Today’s Goals
    • the Landscape
    • 4. the Issues/Opportunities
    • 5. the Suggested Approach
  • the Landscape
  • 6. Yesterday’s Actuality
    Today’s Reality
    Employee Responsibility increased 40% from 2004-2009
    Government and Employer Responsibility
  • 7. Healthcare Market Dynamics
    Influenced by Consumerism
    $
    Employer
    Consumer
    Control
    Decisions
    Responsibility
  • 8. Employer Role Shift
    Gatekeeper
    Enabler
  • 9. Employer Needs are Evolving
    • Requirements for goal attainment changing
    core benefits
    access to systems enablers
    • Metrics changing
    increased demand for ROI
    employee satisfaction
    retention/recruitment
    • Competencies and capabilities changing
    communication
    tools necessary to complete internal customer jobs
    • Vendor expectations changing
    adaptation to their new requirements
  • 10. B2B2C Competitive Advantage
  • 11. Issues/Opportunities
    • Most health plan members rated their plans lowest for communication and information that could help them understand their benefits¹
    • 12. 66% of Consumers are confounded by their coverage and benefits¹
    70% said they could explain their plan to a co-worker¹
    ¹Guardian Life Insurance Company of America 10/07 *National Survey of Employer-Sponsored Health Plans, Mercer 2007
  • 13. Obstacles/Opportunities
    • 75% of Employers believe they effectively communicate health plan benefits to Employees
    • 14. Only 49% of Employees believe their plan is easy to understand
    • 15. Only 46% of Employees are confident in the quality and value of their Employers communication about their health plan.
    ¹Towers Perrin 2007 ABHP (Account Based Health Plan) Survey
  • 16. All is Well
    HuH?
  • 17. Solutions
  • 18. Voice of the Customer/Consumer
    • Uncover Employer and Employee needs, desires, preferences, utilization, expectations
    • 19. Seek to understand the relationship between your Customer and the Consumer
    • 20. Understand the distinct psyches of the employee as he/she resides in the patient, consumer, care giver, employee roles
    • 21. Gather data whenever an interaction occurs balancing formal and informal collection techniques and frequency
  • Successful Tactics
    Engage
    Educate
    Empower
  • 22. Master Complexity
    • Become an Enabler
    • 23. Innovate and simplify processes
    • 24. ‘Easy ‘ is the mantra of Consumers
    • 25. Blast away obstacles that impede utilization
    • 26. Speak the language of the Consumer
  • Spouses are Key
    • Employee is not always the administrator or decision maker for the benefits
    • 27. Spouses want open access to plan information, account balances…
    ¹Data on file McNeil Consumer Healthcare 2008
  • 28. Frequency employees want to receive health-related communications
    73%
    Source: Midwest Business Group On Health and GlaxoSmithKline, November 2008
  • 29.
  • 30. FSA and You
    “Give yourself a Raise”
  • 31. FSA and YouStrategic Employee Outreach Program
  • 32.
  • 33. Employees exposed to “Consumerized” health materials used their accounts 3X more often than those who weren’t
  • 34. Contemporary Communication Tools
    Data on File McNeil Consumer Products Company 2008¹
  • 42. Confidential
    Copyright: McNeil Consumer Healthcare
    division McNeil-PPC 2007
  • 43. B2B2C Results
    Pitney Bowes – 132% increase
    Staples – 1544% increase
    Adding an incremental $3MM/YR to Pitney Bowes bottomline
    Copyright: McNeil Consumer Healthcare
    division McNeil-PPC 2008
    Copyright: McNeil Consumer Healthcare
    division McNeil-PPC 2008
  • 44. B2B2C Results
    • Drove +$400mm in incremental J&J sales
    • 45. Cross sold programs like pain management and wellness
    • 46. TPA partners increased participation on average 81%
    • 47. PayFlex transitioned to a B2B2C strategic approach
    • 48. Won 13 of 13 targeted RFP’s
    • 49. Customer loss ratio dropped from 6% to <1%
    • 50. Increased its growth of new business and portfolio expansion by 40%
  • B2B2C Impact
    • Increased Customer Satisfaction
    • 51. Increased Customer Retention
    • 52. Increased New Business Development
    • 53. Increased Cross Sell Opportunities
    • 54. Increased Topline Sales
  • Key Success Influencers
    • Actively Participate
    • 55. Set aggressive goals
    • 56. Target Customers that are “Consumer Centric” first
    • 57. Build a Communication strategy
    • 58. Speak the language of the Consumer
    • 59. Pulse communication using meaningful bursts
    • 60. Needs, Motivations and Priorities change– What worked yesterday???
    • 61. ‘Easy’ = success
    • 62. Enable the enabler
  • 63. Thank You
    Confidential
    Copyright: McNeil Consumer Healthcare
    division McNeil-PPC 2007