Strategies for Improving CAHPS Health Plan Survey Scores

A p r i l 1 3 , 2 0 1 6

“Strategies for Improving CAHPS Health Plan Survey Scores” A Webcast Presented by the AHRQ CAHPS User Network April 13, 2016 12:00 – 1:00 pm ET

15

CareSource MISSION FOCUSED: To make a lasting difference in our members’ lives by improving their health and well-being.

Non-profit, founded in 1989 in Dayton, OH

Comprehensive, member-centric health and life services

Regionally based, serving multiple states and products

PRODUCT LINES • Medicaid • Marketplace • Duals Demo • Medicare Advantage

1.52M members

90% $11.4M Foundation grants Medical Cost Ratio

16

CAHPS Strategies

Strategic / Business

Plan Outside-In (Insights) Execution

17

CAHPS Strategies

Strategic / Business

Plan Outside-In (Insights) Execution

18

CAHPS Strategies

Strategic / Business

Plan Outside-In (Insights) Execution

19

CAHPS Proxy Strategic /

Business Plan Outside-In (Insights) Execution

Why Survey? • CAHPS Proxy mirror

CAHPS

• Gain deeper insight

• Understand member feedback at a deeper level

Develop • CAHPS is directional;

CAHPS Proxy’s is insightful

• Can understand “why”

• Understand drivers

Operationalize • “Drivers” shared with business

partners

• The “why’s” behind areas of dissatisfaction

• Target areas more effectively to improve member experience

20

Health Partner Insight Strategic /

Business Plan Outside-In (Insights) Execution

Health Partner

Satisfaction

Health Partner Access

Member Satisfaction with

Providers

21

Consumer InsightKey Drivers

Strategic / Business Plan

Outside-In (Insights) Execution

Rating of Health Plan

Access to Health Care

Customer Service

Plan Communication

Strategy

22

Advisory Council Insights Strategic /

Business Plan Outside-In (Insights) Execution

Opportunities Tied to Key Drivers

Persona Based

Quarterly Cadence

Validate Key Drivers &

Investigate

Product Innovation Think Tank

23

CAHPS Strategies

Strategic / Business

Plan Outside-In (Insights) Execution

24

Call Center Partnership Strategic /

Business Plan Outside-In (Insights) Execution

Red Alerts Dissatisfied: Consumer Advocate personally contact

Green Alerts Highly satisfied: Testimonials

Real Time Alerts Members are able to rate Call Center interaction

25

Insight to Execution Strategic /

Business Plan Outside-In (Insights) Execution

26

Execution to Results Strategic /

Business Plan Outside-In (Insights) Execution

Focus Areas

Customer Service Member Experience

Access to Healthcare Member Communications

Outcome

#1 Medicaid Health Plan Rating 2014-

2015

27

Karen Posey VP, Enterprise Strategy & Consumer Experience

Karen.Posey@caresource.com