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!

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