Post on 13-Apr-2017
5 Ways Member Engagement can
Improve your STAR Ratings
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Growing New Members for Medicare Advantage
Smart Tactics
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Annual
Enrollment
Sales Member
Engagement
Improve
Satisfaction
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Five Best Practices Your Member Engagement Center
Should Follow To Improve STAR Ratings
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#1 Employ a More Thoughtful 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??
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Sign Up
now!
After Mailing Out
Membership Cards and
Welcome Packages…
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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
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↑ STAR Ratings ↑Communication ↓ Complaints
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#2 Engage Members at Strategic Touchpoints
Throughout the Year
Nurturing Members during “In-between-moments”
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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…
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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!)
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Proactive Member Engagement Touch-Points
Campaigns Ensure Members to Stay Healthy
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↑ STAR Ratings ↑Annual
Wellness Visits
↑ Receiving Flu Shots
http://www.istockphoto.com/photo/doctor-gives-senior-woman-patient-a-vaccine-nursing-home-48772158?st=e529cd6
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#3 Mitigate your CTM occurrences
Eliminate Complaints That Tend to Happen Shortly
After Enrollment
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↑ STAR Ratings Proper Complaints
Tracking/Monitoring Counter Errant
Complaints
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#4 Take a New Approach to Training
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Ongoing Training on the Nuances of the Healthcare Market
Strategies For Working With Different Personas
Engage Seniors Based on their Individual Characteristics
to Ensure they Understand their Plans
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Member Engagement Agent
• Male
• Hard of Hearing
• Forgetful
• Female
• Quick Mind
• Active Life
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#5 Employ the Right People for Your Engagement
Center
Recruiting
o Right Skills
o Right Interests
o Right Attitudes
o Right Motivators
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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
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Ultimately Increase your STAR ratings!