SlideShare a Scribd company logo

Member Engagement Using Sentiment Analysis for Health Plans

Sentiment analysis (or opinion mining) is a natural language processing technique used to determine whether data is positive, negative or neutral. Sentiment analysis for health plans deals with member opinions to improve healthcare services and patient experience.

1 of 10
Download to read offline
This document is confidential and contains proprietary information, including trade secrets of CitiusTech. Neither the document nor any of the information
contained in it may be reproduced or disclosed to any unauthorized person under any circumstances without the express written permission of CitiusTech.
Member Engagement using Sentiment
Analysis for Health Plans
March 2021 | Author: Nikita Agrawal, Healthcare BA
CitiusTech Thought
Leadership
2
▪ Sentiment Analysis: Introduction
▪ Sentiment Analysis: Data Sources
▪ Sentiment Analysis: Use Cases
▪ Sentiment Analysis: Process Flow
▪ Sentiment Analysis: Payer Landscape
▪ Sentiment Analysis: Challenges and Mitigation
▪ References
Agenda
3
What is Sentiment Analysis?
▪ Process of understanding consumer experience using text data
▪ Utilize Natural Language Processing (NLP), Machine Learning (ML), and Deep Text Analytics to
obtain insights from text data
▪ Sentiment analysis algorithms fall under three emotions: Positive, Neutral and Negative
▪ 72% and 68% of companies believe that sentiment analysis will lead to improved customer
experience and reduce overall cost, respectively
Benefits for Health Plans
▪ Valuable insights from unstructured data could help health plans understand the emotions of
consumers and streamline offerings
▪ Healthcare payers can leverage consumer sentiment analysis to maximize member satisfaction
index and analyze member issues at a granular level
Sentiment Analysis: Introduction
Better Customer Service
▪ Understand the emotional
state and create a positive
experience for members in
need of assistance
Improved Products
and Services
▪ Interpret member needs by
analyzing data generated on a
payer’s website, call center,
social media, and other online
touchpoints
Consumer Delight
▪ Forecast demand by analyzing
trends to create a delightful
consumer experience and
increasing engagement
4
Sentiment Analysis: Data Sources
Sentiment Analysis enables health plans to achieve better consumer engagement, improved
member experience, and reduce member attrition
Reach
Frequency of Data
High Medium Low
Member level ▪ Call Center
▪ Chatbot
▪ Patient Feedback
▪ Provider/PCP Notes
▪ Email ▪ Letters through mail
▪ Survey
Population level ▪ Social Media ▪ Blogs -
5
Sentiment Analysis: Use Cases
* Additional effort from payer's end – Floating survey to each member after every physician visit ( Random / for each member)
Use Cases Process and Benefits
Improved Brand
Image
▪ Brand mentions on social media platforms share insights into customer sentiment
▪ Blogs published by members provide information on member sentiments related to
policy changes, claims processing, drug pricing, or just brand perception
Enhanced Product
Development
▪ Measurement of sentiments on health plans, process flow for claims management,
pricing, provider allotment, and more, will help improve current services and products
▪ Higher negative sentiment towards a process acts as an indicator for improvement
Measuring Provider
Performance*
▪ Collect feedback as a proxy survey from member every time they avail provider
services
▪ Determine a comprehensive sentiment for each provider based on survey to improve
member satisfaction and engagement
Call Center
Functionality
▪ Categorizing calls based on positive/negative/neutral sentiments, along with
determining trends based on voice and text data (with visual display)
▪ Analyzing related phrases, providing context for root cause analysis, and suggesting
actionable items (as per mood, level of confusion, and more) to create a positive
feedback
6
Sentiment Analysis: Process Flow
Data Collection
Data ingested from social media, blogs, call center
transcripts, website, surveys, chatbots, and more
Pre-processing
Data cleaning and data transformation
Filtering
Repeated letters, stop words, and blank spaces are
removed. Data is normalized
Sentiment Collection
Feature selection
Sentiment Classification
Polarity (positive, negative, neutral), and
KPIs (accuracy, precision, recall)
Use Case - Call Center Functionality
▪ Top 10 topics members enquired about
▪ Sentiment for every topic
▪ Comprehensive call sentiment
Topic Categorization
Context of Sentiment Determined
Data Converted from Voice
to Text
Sentiment Classification
Actionable Insights
Member calls customer care
Statement
▪ This is the third time I am calling for claims
▪ I don’t understand this penalty
▪ What are the benefits if I switch back?
Call Center Voice Data
Emotion
▪ Anger
▪ Distress
▪ Curious

Recommended

Supplemental Data in the Cloud
Supplemental Data in the CloudSupplemental Data in the Cloud
Supplemental Data in the CloudAlithya
 
Information Retrieval Models for Recommender Systems - PhD slides
Information Retrieval Models for Recommender Systems - PhD slidesInformation Retrieval Models for Recommender Systems - PhD slides
Information Retrieval Models for Recommender Systems - PhD slidesDaniel Valcarce
 
Hfm to Financial Consolidation and Close Cloud
Hfm to Financial Consolidation and Close CloudHfm to Financial Consolidation and Close Cloud
Hfm to Financial Consolidation and Close CloudAlithya
 
Health Information Exchange (HIE)
Health Information Exchange (HIE)Health Information Exchange (HIE)
Health Information Exchange (HIE)Greenway Health
 
A Hybrid Recommendation system
A Hybrid Recommendation systemA Hybrid Recommendation system
A Hybrid Recommendation systemPranav Prakash
 

More Related Content

What's hot

Step by step procedure for loading of data from the flat file to the master d...
Step by step procedure for loading of data from the flat file to the master d...Step by step procedure for loading of data from the flat file to the master d...
Step by step procedure for loading of data from the flat file to the master d...Prashant Tyagi
 
SAP BW - Data store objects
SAP BW - Data store objectsSAP BW - Data store objects
SAP BW - Data store objectsYasmin Ashraf
 
Computer Patient Record
Computer Patient RecordComputer Patient Record
Computer Patient RecordIvor Kovic
 
Power BI Architecture
Power BI ArchitecturePower BI Architecture
Power BI ArchitectureArthur Graus
 
PeopleSoft Forms and Approval Builder - Now better with Fluid
PeopleSoft Forms and Approval Builder - Now better with Fluid PeopleSoft Forms and Approval Builder - Now better with Fluid
PeopleSoft Forms and Approval Builder - Now better with Fluid Smart ERP Solutions, Inc.
 
Introduction to Microsoft Power BI
Introduction to Microsoft Power BIIntroduction to Microsoft Power BI
Introduction to Microsoft Power BICCG
 
Power BI Made Simple
Power BI Made SimplePower BI Made Simple
Power BI Made SimpleJames Serra
 
Session 6 a DHIS2 : Overview and Implementation in West Africa
Session 6 a DHIS2 : Overview and Implementation in West AfricaSession 6 a DHIS2 : Overview and Implementation in West Africa
Session 6 a DHIS2 : Overview and Implementation in West AfricaCOP_HHA
 
RecSysTEL lecture at advanced SIKS course, NL
RecSysTEL lecture at advanced SIKS course, NLRecSysTEL lecture at advanced SIKS course, NL
RecSysTEL lecture at advanced SIKS course, NLHendrik Drachsler
 
Data warehouse 14 data reconciliation tools
Data warehouse 14 data reconciliation toolsData warehouse 14 data reconciliation tools
Data warehouse 14 data reconciliation toolsVaibhav Khanna
 
A step by-step guide on i doc-ale between two sap servers
A step by-step guide on i doc-ale between two sap serversA step by-step guide on i doc-ale between two sap servers
A step by-step guide on i doc-ale between two sap serverskrishna RK
 
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...Linh Nguyen
 
Sap system-measurement-guide
Sap system-measurement-guideSap system-measurement-guide
Sap system-measurement-guideotchmarz
 
Prior Authorization
Prior AuthorizationPrior Authorization
Prior Authorizationguest5f066f
 
Balancing Discovery and Continuation in Recommendations
Balancing Discovery and Continuation in RecommendationsBalancing Discovery and Continuation in Recommendations
Balancing Discovery and Continuation in RecommendationsMohammad Hossein Taghavi
 
Complete Prior Authorization Services | Prior Authorization Process Guideline
Complete Prior Authorization Services | Prior Authorization Process GuidelineComplete Prior Authorization Services | Prior Authorization Process Guideline
Complete Prior Authorization Services | Prior Authorization Process GuidelineMichael Smith
 
Hospital Management
Hospital ManagementHospital Management
Hospital Managementzahid32
 

What's hot (20)

02 data
02 data02 data
02 data
 
Step by step procedure for loading of data from the flat file to the master d...
Step by step procedure for loading of data from the flat file to the master d...Step by step procedure for loading of data from the flat file to the master d...
Step by step procedure for loading of data from the flat file to the master d...
 
SAP BW - Data store objects
SAP BW - Data store objectsSAP BW - Data store objects
SAP BW - Data store objects
 
Computer Patient Record
Computer Patient RecordComputer Patient Record
Computer Patient Record
 
Power BI Architecture
Power BI ArchitecturePower BI Architecture
Power BI Architecture
 
PeopleSoft Forms and Approval Builder - Now better with Fluid
PeopleSoft Forms and Approval Builder - Now better with Fluid PeopleSoft Forms and Approval Builder - Now better with Fluid
PeopleSoft Forms and Approval Builder - Now better with Fluid
 
Introduction to Microsoft Power BI
Introduction to Microsoft Power BIIntroduction to Microsoft Power BI
Introduction to Microsoft Power BI
 
Power BI Made Simple
Power BI Made SimplePower BI Made Simple
Power BI Made Simple
 
Session 6 a DHIS2 : Overview and Implementation in West Africa
Session 6 a DHIS2 : Overview and Implementation in West AfricaSession 6 a DHIS2 : Overview and Implementation in West Africa
Session 6 a DHIS2 : Overview and Implementation in West Africa
 
Oracle FCCS: A Deep Dive
Oracle FCCS: A Deep DiveOracle FCCS: A Deep Dive
Oracle FCCS: A Deep Dive
 
RecSysTEL lecture at advanced SIKS course, NL
RecSysTEL lecture at advanced SIKS course, NLRecSysTEL lecture at advanced SIKS course, NL
RecSysTEL lecture at advanced SIKS course, NL
 
Data warehouse 14 data reconciliation tools
Data warehouse 14 data reconciliation toolsData warehouse 14 data reconciliation tools
Data warehouse 14 data reconciliation tools
 
A step by-step guide on i doc-ale between two sap servers
A step by-step guide on i doc-ale between two sap serversA step by-step guide on i doc-ale between two sap servers
A step by-step guide on i doc-ale between two sap servers
 
Sentiment analysis
Sentiment analysisSentiment analysis
Sentiment analysis
 
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...
SAP Solution Manager - Netweaver on HANA Monitoring Setup Part 1 of 3 (Prepar...
 
Sap system-measurement-guide
Sap system-measurement-guideSap system-measurement-guide
Sap system-measurement-guide
 
Prior Authorization
Prior AuthorizationPrior Authorization
Prior Authorization
 
Balancing Discovery and Continuation in Recommendations
Balancing Discovery and Continuation in RecommendationsBalancing Discovery and Continuation in Recommendations
Balancing Discovery and Continuation in Recommendations
 
Complete Prior Authorization Services | Prior Authorization Process Guideline
Complete Prior Authorization Services | Prior Authorization Process GuidelineComplete Prior Authorization Services | Prior Authorization Process Guideline
Complete Prior Authorization Services | Prior Authorization Process Guideline
 
Hospital Management
Hospital ManagementHospital Management
Hospital Management
 

Similar to Member Engagement Using Sentiment Analysis for Health Plans

Putting Customers at the Center of Your Digital Strategy
Putting Customers at the Center of Your Digital StrategyPutting Customers at the Center of Your Digital Strategy
Putting Customers at the Center of Your Digital Strategy@chrisboyer LLC
 
Big Data Analytics Summit - April, 2014
Big Data Analytics Summit - April, 2014Big Data Analytics Summit - April, 2014
Big Data Analytics Summit - April, 2014shankar_radhakrishnan
 
customer satisfaction on airtel
customer satisfaction on airtelcustomer satisfaction on airtel
customer satisfaction on airtelPrachiChauhan10
 
Analysing needs and Information Gathering Techniques.pptx
Analysing needs and Information Gathering Techniques.pptxAnalysing needs and Information Gathering Techniques.pptx
Analysing needs and Information Gathering Techniques.pptxGurshehzadSingh
 
BRIDGEi2i Whitepaper - The Science of Customer Experience Management
BRIDGEi2i Whitepaper - The Science of Customer Experience ManagementBRIDGEi2i Whitepaper - The Science of Customer Experience Management
BRIDGEi2i Whitepaper - The Science of Customer Experience ManagementBRIDGEi2i Analytics Solutions
 
Application of predictive analytics
Application of predictive analyticsApplication of predictive analytics
Application of predictive analyticsPrasad Narasimhan
 
Forrester analytics-drives-customer-life-cycle-management-108033
Forrester analytics-drives-customer-life-cycle-management-108033Forrester analytics-drives-customer-life-cycle-management-108033
Forrester analytics-drives-customer-life-cycle-management-108033Sandra Barão
 
Online Physician Education, Center for Business Intelligence March 2004
Online Physician Education, Center for Business Intelligence March 2004Online Physician Education, Center for Business Intelligence March 2004
Online Physician Education, Center for Business Intelligence March 2004Merkle, A Performance Marketing Agency
 
Unit 2 types of Marketing Research notes.pdf
Unit 2 types of Marketing Research notes.pdfUnit 2 types of Marketing Research notes.pdf
Unit 2 types of Marketing Research notes.pdfKrishJaiswal23
 
Why Personalization is a 'Must' in Healthcare
Why Personalization is a 'Must' in HealthcareWhy Personalization is a 'Must' in Healthcare
Why Personalization is a 'Must' in HealthcarePerficient, Inc.
 
10 things to do to prepare for CASL
10 things to do to prepare for CASL10 things to do to prepare for CASL
10 things to do to prepare for CASLMatt Vernhout
 
leewayhertz.com-Data analysis workflow using Scikit-learn.pdf
leewayhertz.com-Data analysis workflow using Scikit-learn.pdfleewayhertz.com-Data analysis workflow using Scikit-learn.pdf
leewayhertz.com-Data analysis workflow using Scikit-learn.pdfKristiLBurns
 
Conversations Everywhere: Are You Listening?
Conversations Everywhere: Are You Listening?Conversations Everywhere: Are You Listening?
Conversations Everywhere: Are You Listening?Endeavor Management
 
Improve Service Quality Through Enterprise Feedback Management
Improve Service Quality Through Enterprise Feedback ManagementImprove Service Quality Through Enterprise Feedback Management
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
 
Data Science Use cases in Banking
Data Science Use cases in BankingData Science Use cases in Banking
Data Science Use cases in BankingArul Bharathi
 
Best Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience MeasurementBest Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience MeasurementKinesis CEM, LLC
 

Similar to Member Engagement Using Sentiment Analysis for Health Plans (20)

Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 
Putting Customers at the Center of Your Digital Strategy
Putting Customers at the Center of Your Digital StrategyPutting Customers at the Center of Your Digital Strategy
Putting Customers at the Center of Your Digital Strategy
 
Big Data Analytics Summit - April, 2014
Big Data Analytics Summit - April, 2014Big Data Analytics Summit - April, 2014
Big Data Analytics Summit - April, 2014
 
customer satisfaction on airtel
customer satisfaction on airtelcustomer satisfaction on airtel
customer satisfaction on airtel
 
Analysing needs and Information Gathering Techniques.pptx
Analysing needs and Information Gathering Techniques.pptxAnalysing needs and Information Gathering Techniques.pptx
Analysing needs and Information Gathering Techniques.pptx
 
BRIDGEi2i Whitepaper - The Science of Customer Experience Management
BRIDGEi2i Whitepaper - The Science of Customer Experience ManagementBRIDGEi2i Whitepaper - The Science of Customer Experience Management
BRIDGEi2i Whitepaper - The Science of Customer Experience Management
 
Application of predictive analytics
Application of predictive analyticsApplication of predictive analytics
Application of predictive analytics
 
Forrester analytics-drives-customer-life-cycle-management-108033
Forrester analytics-drives-customer-life-cycle-management-108033Forrester analytics-drives-customer-life-cycle-management-108033
Forrester analytics-drives-customer-life-cycle-management-108033
 
1620 appliedscience grozalsky
1620 appliedscience grozalsky1620 appliedscience grozalsky
1620 appliedscience grozalsky
 
Online Physician Education, Center for Business Intelligence March 2004
Online Physician Education, Center for Business Intelligence March 2004Online Physician Education, Center for Business Intelligence March 2004
Online Physician Education, Center for Business Intelligence March 2004
 
Unit 2 types of Marketing Research notes.pdf
Unit 2 types of Marketing Research notes.pdfUnit 2 types of Marketing Research notes.pdf
Unit 2 types of Marketing Research notes.pdf
 
Data collection
Data collectionData collection
Data collection
 
Why Personalization is a 'Must' in Healthcare
Why Personalization is a 'Must' in HealthcareWhy Personalization is a 'Must' in Healthcare
Why Personalization is a 'Must' in Healthcare
 
10 things to do to prepare for CASL
10 things to do to prepare for CASL10 things to do to prepare for CASL
10 things to do to prepare for CASL
 
leewayhertz.com-Data analysis workflow using Scikit-learn.pdf
leewayhertz.com-Data analysis workflow using Scikit-learn.pdfleewayhertz.com-Data analysis workflow using Scikit-learn.pdf
leewayhertz.com-Data analysis workflow using Scikit-learn.pdf
 
Conversations Everywhere: Are You Listening?
Conversations Everywhere: Are You Listening?Conversations Everywhere: Are You Listening?
Conversations Everywhere: Are You Listening?
 
Improve Service Quality Through Enterprise Feedback Management
Improve Service Quality Through Enterprise Feedback ManagementImprove Service Quality Through Enterprise Feedback Management
Improve Service Quality Through Enterprise Feedback Management
 
Data Science Use cases in Banking
Data Science Use cases in BankingData Science Use cases in Banking
Data Science Use cases in Banking
 
Share and Tell Stanford 2016
Share and Tell Stanford 2016Share and Tell Stanford 2016
Share and Tell Stanford 2016
 
Best Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience MeasurementBest Practices in Bank Customer Experience Measurement
Best Practices in Bank Customer Experience Measurement
 

More from CitiusTech

Evolving Role of Digital Biomarkers in Healthcare
Evolving Role of Digital Biomarkers in HealthcareEvolving Role of Digital Biomarkers in Healthcare
Evolving Role of Digital Biomarkers in HealthcareCitiusTech
 
Virtual Care: Key Challenges & Opportunities for Payer Organizations
Virtual Care: Key Challenges & Opportunities for Payer Organizations Virtual Care: Key Challenges & Opportunities for Payer Organizations
Virtual Care: Key Challenges & Opportunities for Payer Organizations CitiusTech
 
Provider-led Health Plans (Payviders)
Provider-led Health Plans (Payviders)Provider-led Health Plans (Payviders)
Provider-led Health Plans (Payviders)CitiusTech
 
CMS Medicare Advantage 2021 Star Ratings: An Analysis
CMS Medicare Advantage 2021 Star Ratings: An AnalysisCMS Medicare Advantage 2021 Star Ratings: An Analysis
CMS Medicare Advantage 2021 Star Ratings: An AnalysisCitiusTech
 
Accelerate Healthcare Technology Modernization with Containerization and DevOps
Accelerate Healthcare Technology Modernization with Containerization and DevOpsAccelerate Healthcare Technology Modernization with Containerization and DevOps
Accelerate Healthcare Technology Modernization with Containerization and DevOpsCitiusTech
 
FHIR for Life Sciences
FHIR for Life SciencesFHIR for Life Sciences
FHIR for Life SciencesCitiusTech
 
Leveraging Analytics to Identify High Risk Patients
Leveraging Analytics to Identify High Risk PatientsLeveraging Analytics to Identify High Risk Patients
Leveraging Analytics to Identify High Risk PatientsCitiusTech
 
FHIR Adoption Framework for Payers
FHIR Adoption Framework for PayersFHIR Adoption Framework for Payers
FHIR Adoption Framework for PayersCitiusTech
 
Payer-Provider Engagement
Payer-Provider Engagement Payer-Provider Engagement
Payer-Provider Engagement CitiusTech
 
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021CitiusTech
 
Demystifying Robotic Process Automation (RPA) & Automation Testing
Demystifying Robotic Process Automation (RPA) & Automation TestingDemystifying Robotic Process Automation (RPA) & Automation Testing
Demystifying Robotic Process Automation (RPA) & Automation TestingCitiusTech
 
Progressive Web Apps in Healthcare
Progressive Web Apps in HealthcareProgressive Web Apps in Healthcare
Progressive Web Apps in HealthcareCitiusTech
 
RPA in Healthcare
RPA in HealthcareRPA in Healthcare
RPA in HealthcareCitiusTech
 
6 Epilepsy Use Cases for NLP
6 Epilepsy Use Cases for NLP6 Epilepsy Use Cases for NLP
6 Epilepsy Use Cases for NLPCitiusTech
 
Opioid Epidemic - Causes, Impact and Future
Opioid Epidemic - Causes, Impact and FutureOpioid Epidemic - Causes, Impact and Future
Opioid Epidemic - Causes, Impact and FutureCitiusTech
 
Rising Importance of Health Economics & Outcomes Research
Rising Importance of Health Economics & Outcomes ResearchRising Importance of Health Economics & Outcomes Research
Rising Importance of Health Economics & Outcomes ResearchCitiusTech
 
ICD 11: Impact on Payer Market
ICD 11: Impact on Payer MarketICD 11: Impact on Payer Market
ICD 11: Impact on Payer MarketCitiusTech
 
Testing Strategies for Data Lake Hosted on Hadoop
Testing Strategies for Data Lake Hosted on HadoopTesting Strategies for Data Lake Hosted on Hadoop
Testing Strategies for Data Lake Hosted on HadoopCitiusTech
 
Driving Home Health Efficiency through Data Analytics
Driving Home Health Efficiency through Data AnalyticsDriving Home Health Efficiency through Data Analytics
Driving Home Health Efficiency through Data AnalyticsCitiusTech
 
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...CitiusTech
 

More from CitiusTech (20)

Evolving Role of Digital Biomarkers in Healthcare
Evolving Role of Digital Biomarkers in HealthcareEvolving Role of Digital Biomarkers in Healthcare
Evolving Role of Digital Biomarkers in Healthcare
 
Virtual Care: Key Challenges & Opportunities for Payer Organizations
Virtual Care: Key Challenges & Opportunities for Payer Organizations Virtual Care: Key Challenges & Opportunities for Payer Organizations
Virtual Care: Key Challenges & Opportunities for Payer Organizations
 
Provider-led Health Plans (Payviders)
Provider-led Health Plans (Payviders)Provider-led Health Plans (Payviders)
Provider-led Health Plans (Payviders)
 
CMS Medicare Advantage 2021 Star Ratings: An Analysis
CMS Medicare Advantage 2021 Star Ratings: An AnalysisCMS Medicare Advantage 2021 Star Ratings: An Analysis
CMS Medicare Advantage 2021 Star Ratings: An Analysis
 
Accelerate Healthcare Technology Modernization with Containerization and DevOps
Accelerate Healthcare Technology Modernization with Containerization and DevOpsAccelerate Healthcare Technology Modernization with Containerization and DevOps
Accelerate Healthcare Technology Modernization with Containerization and DevOps
 
FHIR for Life Sciences
FHIR for Life SciencesFHIR for Life Sciences
FHIR for Life Sciences
 
Leveraging Analytics to Identify High Risk Patients
Leveraging Analytics to Identify High Risk PatientsLeveraging Analytics to Identify High Risk Patients
Leveraging Analytics to Identify High Risk Patients
 
FHIR Adoption Framework for Payers
FHIR Adoption Framework for PayersFHIR Adoption Framework for Payers
FHIR Adoption Framework for Payers
 
Payer-Provider Engagement
Payer-Provider Engagement Payer-Provider Engagement
Payer-Provider Engagement
 
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021
COVID19: Impact & Mitigation Strategies for Payer Quality Improvement 2021
 
Demystifying Robotic Process Automation (RPA) & Automation Testing
Demystifying Robotic Process Automation (RPA) & Automation TestingDemystifying Robotic Process Automation (RPA) & Automation Testing
Demystifying Robotic Process Automation (RPA) & Automation Testing
 
Progressive Web Apps in Healthcare
Progressive Web Apps in HealthcareProgressive Web Apps in Healthcare
Progressive Web Apps in Healthcare
 
RPA in Healthcare
RPA in HealthcareRPA in Healthcare
RPA in Healthcare
 
6 Epilepsy Use Cases for NLP
6 Epilepsy Use Cases for NLP6 Epilepsy Use Cases for NLP
6 Epilepsy Use Cases for NLP
 
Opioid Epidemic - Causes, Impact and Future
Opioid Epidemic - Causes, Impact and FutureOpioid Epidemic - Causes, Impact and Future
Opioid Epidemic - Causes, Impact and Future
 
Rising Importance of Health Economics & Outcomes Research
Rising Importance of Health Economics & Outcomes ResearchRising Importance of Health Economics & Outcomes Research
Rising Importance of Health Economics & Outcomes Research
 
ICD 11: Impact on Payer Market
ICD 11: Impact on Payer MarketICD 11: Impact on Payer Market
ICD 11: Impact on Payer Market
 
Testing Strategies for Data Lake Hosted on Hadoop
Testing Strategies for Data Lake Hosted on HadoopTesting Strategies for Data Lake Hosted on Hadoop
Testing Strategies for Data Lake Hosted on Hadoop
 
Driving Home Health Efficiency through Data Analytics
Driving Home Health Efficiency through Data AnalyticsDriving Home Health Efficiency through Data Analytics
Driving Home Health Efficiency through Data Analytics
 
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...
Poster Presentation - FDA Compliance Landscape & What it Means to Your AI Asp...
 

Recently uploaded

Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...
Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...
Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...ShapeBlue
 
Geospatial Synergy: Amplifying Efficiency with FME & Esri
Geospatial Synergy: Amplifying Efficiency with FME & EsriGeospatial Synergy: Amplifying Efficiency with FME & Esri
Geospatial Synergy: Amplifying Efficiency with FME & EsriSafe Software
 
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Cprime
 
iOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingeriOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingerssuser9354ce
 
Pragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfPragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfinfogdgmi
 
Python For Kids - Sách Lập trình cho trẻ em
Python For Kids - Sách Lập trình cho trẻ emPython For Kids - Sách Lập trình cho trẻ em
Python For Kids - Sách Lập trình cho trẻ emNho Vĩnh
 
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUG
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUGBoosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUG
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUGRick Ossendrijver
 
Artificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeArtificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeJosh Gellers
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...SearchNorwich
 
SKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesSKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesNeo4j
 
Q4 2023 Quarterly Investor Presentation - FINAL.pdf
Q4 2023 Quarterly Investor Presentation - FINAL.pdfQ4 2023 Quarterly Investor Presentation - FINAL.pdf
Q4 2023 Quarterly Investor Presentation - FINAL.pdfTejal81
 
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...DianaGray10
 
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxGraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxNeo4j
 
How AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxHow AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxInfosec
 
Achieving Excellence IESVE for HVAC Simulation.pdf
Achieving Excellence IESVE for HVAC Simulation.pdfAchieving Excellence IESVE for HVAC Simulation.pdf
Achieving Excellence IESVE for HVAC Simulation.pdfIES VE
 
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...James Anderson
 
AI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsAI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsPremsankar Chakkingal
 
Low Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsLow Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsScyllaDB
 
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptx
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptxThe Art of the Possible with Graph by Dr Jim Webber Neo4j.pptx
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptxNeo4j
 
AI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientAI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientKari Kakkonen
 

Recently uploaded (20)

Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...
Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...
Elevating Cloud Infrastructure with Object Storage, DRS, VM Scheduling, and D...
 
Geospatial Synergy: Amplifying Efficiency with FME & Esri
Geospatial Synergy: Amplifying Efficiency with FME & EsriGeospatial Synergy: Amplifying Efficiency with FME & Esri
Geospatial Synergy: Amplifying Efficiency with FME & Esri
 
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...
 
iOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostingeriOncologi_Pitch Deck_2024 slide show for hostinger
iOncologi_Pitch Deck_2024 slide show for hostinger
 
Pragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfPragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdf
 
Python For Kids - Sách Lập trình cho trẻ em
Python For Kids - Sách Lập trình cho trẻ emPython For Kids - Sách Lập trình cho trẻ em
Python For Kids - Sách Lập trình cho trẻ em
 
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUG
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUGBoosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUG
Boosting Developer Effectiveness with a Java platform team 1.4 - ArnhemJUG
 
Artificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeArtificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human Justice
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
 
SKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologiesSKY Paradigms, change and cake: the steep curve of introducing new technologies
SKY Paradigms, change and cake: the steep curve of introducing new technologies
 
Q4 2023 Quarterly Investor Presentation - FINAL.pdf
Q4 2023 Quarterly Investor Presentation - FINAL.pdfQ4 2023 Quarterly Investor Presentation - FINAL.pdf
Q4 2023 Quarterly Investor Presentation - FINAL.pdf
 
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...Building Bridges:  Merging RPA Processes, UiPath Apps, and Data Service to bu...
Building Bridges: Merging RPA Processes, UiPath Apps, and Data Service to bu...
 
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptxGraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
GraphSummit London Feb 2024 - ABK - Neo4j Product Vision and Roadmap.pptx
 
How AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxHow AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptx
 
Achieving Excellence IESVE for HVAC Simulation.pdf
Achieving Excellence IESVE for HVAC Simulation.pdfAchieving Excellence IESVE for HVAC Simulation.pdf
Achieving Excellence IESVE for HVAC Simulation.pdf
 
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...
GDG Cloud Southlake 30 Brian Demers Breeding 10x Developers with Developer Pr...
 
AI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the ClassroomsAI for Educators - Integrating AI in the Classrooms
AI for Educators - Integrating AI in the Classrooms
 
Low Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & PitfallsLow Latency at Extreme Scale: Proven Practices & Pitfalls
Low Latency at Extreme Scale: Proven Practices & Pitfalls
 
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptx
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptxThe Art of the Possible with Graph by Dr Jim Webber Neo4j.pptx
The Art of the Possible with Graph by Dr Jim Webber Neo4j.pptx
 
AI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficientAI improves software testing to be more fault tolerant, focused and efficient
AI improves software testing to be more fault tolerant, focused and efficient
 

Member Engagement Using Sentiment Analysis for Health Plans

  • 1. This document is confidential and contains proprietary information, including trade secrets of CitiusTech. Neither the document nor any of the information contained in it may be reproduced or disclosed to any unauthorized person under any circumstances without the express written permission of CitiusTech. Member Engagement using Sentiment Analysis for Health Plans March 2021 | Author: Nikita Agrawal, Healthcare BA CitiusTech Thought Leadership
  • 2. 2 ▪ Sentiment Analysis: Introduction ▪ Sentiment Analysis: Data Sources ▪ Sentiment Analysis: Use Cases ▪ Sentiment Analysis: Process Flow ▪ Sentiment Analysis: Payer Landscape ▪ Sentiment Analysis: Challenges and Mitigation ▪ References Agenda
  • 3. 3 What is Sentiment Analysis? ▪ Process of understanding consumer experience using text data ▪ Utilize Natural Language Processing (NLP), Machine Learning (ML), and Deep Text Analytics to obtain insights from text data ▪ Sentiment analysis algorithms fall under three emotions: Positive, Neutral and Negative ▪ 72% and 68% of companies believe that sentiment analysis will lead to improved customer experience and reduce overall cost, respectively Benefits for Health Plans ▪ Valuable insights from unstructured data could help health plans understand the emotions of consumers and streamline offerings ▪ Healthcare payers can leverage consumer sentiment analysis to maximize member satisfaction index and analyze member issues at a granular level Sentiment Analysis: Introduction Better Customer Service ▪ Understand the emotional state and create a positive experience for members in need of assistance Improved Products and Services ▪ Interpret member needs by analyzing data generated on a payer’s website, call center, social media, and other online touchpoints Consumer Delight ▪ Forecast demand by analyzing trends to create a delightful consumer experience and increasing engagement
  • 4. 4 Sentiment Analysis: Data Sources Sentiment Analysis enables health plans to achieve better consumer engagement, improved member experience, and reduce member attrition Reach Frequency of Data High Medium Low Member level ▪ Call Center ▪ Chatbot ▪ Patient Feedback ▪ Provider/PCP Notes ▪ Email ▪ Letters through mail ▪ Survey Population level ▪ Social Media ▪ Blogs -
  • 5. 5 Sentiment Analysis: Use Cases * Additional effort from payer's end – Floating survey to each member after every physician visit ( Random / for each member) Use Cases Process and Benefits Improved Brand Image ▪ Brand mentions on social media platforms share insights into customer sentiment ▪ Blogs published by members provide information on member sentiments related to policy changes, claims processing, drug pricing, or just brand perception Enhanced Product Development ▪ Measurement of sentiments on health plans, process flow for claims management, pricing, provider allotment, and more, will help improve current services and products ▪ Higher negative sentiment towards a process acts as an indicator for improvement Measuring Provider Performance* ▪ Collect feedback as a proxy survey from member every time they avail provider services ▪ Determine a comprehensive sentiment for each provider based on survey to improve member satisfaction and engagement Call Center Functionality ▪ Categorizing calls based on positive/negative/neutral sentiments, along with determining trends based on voice and text data (with visual display) ▪ Analyzing related phrases, providing context for root cause analysis, and suggesting actionable items (as per mood, level of confusion, and more) to create a positive feedback
  • 6. 6 Sentiment Analysis: Process Flow Data Collection Data ingested from social media, blogs, call center transcripts, website, surveys, chatbots, and more Pre-processing Data cleaning and data transformation Filtering Repeated letters, stop words, and blank spaces are removed. Data is normalized Sentiment Collection Feature selection Sentiment Classification Polarity (positive, negative, neutral), and KPIs (accuracy, precision, recall) Use Case - Call Center Functionality ▪ Top 10 topics members enquired about ▪ Sentiment for every topic ▪ Comprehensive call sentiment Topic Categorization Context of Sentiment Determined Data Converted from Voice to Text Sentiment Classification Actionable Insights Member calls customer care Statement ▪ This is the third time I am calling for claims ▪ I don’t understand this penalty ▪ What are the benefits if I switch back? Call Center Voice Data Emotion ▪ Anger ▪ Distress ▪ Curious
  • 7. 7 Payers are leveraging sentiment analysis to increase customer engagement and reduce overall operational cost. Health Plan Examples ▪ Humana automated its tasks with unstructured data using natural language processing and sentiment analysis. Humana uses voice and sentiment analysis in its call centers to improve customer engagement/experience ▪ Florida Blue uses sentiment and speech analytics to reduce operational cost, and to gauge member sentiment, trend analysis, and generate additional insights ▪ To understand member opinion on brand perception and claims related queries, BCBS NC implemented sentiment analysis and linguistic modelling. This also resulted in significant administrative cost saving Sentiment Analysis: Payer Landscape
  • 8. 8 Challenges Managing Unstructured Data ▪ Context identification in unstructured data is challenging ▪ Understanding which data can give what insight is important Limited Knowledge on Usage and Utilization ▪ Understanding the tools, functionalities and impact ▪ Keeping up with latest technology trends and strategies to turn data into actionable analytics Accuracy of Categorizing Emotions ▪ Irony and sarcasm, Multipolarity ▪ Word ambiguity Ethics ▪ Establishing and maintaining ethical practices (For example, using AI to track voice/text for identifying claims fraud and mental health condition) Sentiment Analysis: Challenges and Mitigation Mitigation Real-time Data Collection ▪ Exhaustive data collection ▪ Ensure member opinions are obtained from all possible sources Streamlined Data ▪ Collecting data with a specific purpose ▪ Increasing reusability of data Conducting Proxy Surveys ▪ Dependable alternative source for member data collection ▪ Ensures year-round supply of member sentiment data
  • 9. 9 ▪ https://monkeylearn.com/sentiment-analysis/ ▪ https://www.altexsoft.com/blog/business/sentiment-analysis-types-tools-and-use-cases/ ▪ https://www.calabrio.com/wfo/customer-interaction-analytics/call-center-sentiment-analysis/ ▪ https://www.mckinsey.com/business-functions/risk/our-insights/ratings-revisited-textual- analysis-for-better-risk-management References
  • 10. About CitiusTech 4,000+ Healthcare IT professionals worldwide 1,500+ Healthcare software engineering 400+ FHIR / HL7 certified professionals 25%+ CAGR over last 5 years 110+ Healthcare customers ▪ Healthcare technology companies ▪ Hospitals, IDNs & medical groups ▪ Payers and health plans ▪ ACO, MCO, HIE, HIX, NHIN and RHIO ▪ Pharma & Life Sciences companies 10 Thank You Authors: Nikita Agrawal Healthcare BA thoughtleaders@citiustech.com