Elevating an individual’s perception captured in a survey response is one of the most difficult tasks in any industry. The task is even more challenging when the survey is anonymous, based on randomly selected individuals, and where the “product” is both deeply personal and intangible. That’s the case in healthcare. High CAHPS ratings starts with having a high-quality healthcare organization, yet CAHPS is also very dependent on the demographic, utilization and disease profile of the population
- Acquire approaches to improve overall CAHPS performance while also impacting other critical metrics such as reduction in voluntary disenrollment and improvement in quality.
Decision Point Healthcare Solutions
New enrollees aging into the Medicare market typically have a difficult experience migrating from commercial plans to Medicare Advantage. The stigma surrounding joining a Medicare Advantage plan can delay the process and lack of understanding can result in late entrances to the market. Improving member education and showcasing the benefits of MA carriers can create seamless transitions and satisfied customers.
- Increase communication and education prior to members aging into retirement
- Highlight plan quality initiatives and incentives to erase stigma
- Identify barriers, such as stigma and education, for Medicare members and improve access
The highly concentrated health plan market creates plenty of shopping options for today’s Medicare consumer. Disenrollments are typically due to dissatisfied customers, which is enticing for members to switch plans. Medicare plans must continue to engage current members in the brand to create loyalty and sustain retention.
- Utilize predictive analytics to profile members at risk for disenrollment
- Build community engagement through local initiatives to improve star ratings
- Implement creative incentives and communication tactics to build member reliability
- Learn from lost sales through targeted member surveys and exit interviews
Director, Business Development
Manager, Medicare Retention Programs and Strategy
Director, Retention Strategy
With numerous Medicare products on the market, health plans begin to look similar to consumers, which can create enrollment confusion. Medicare members have various health care needs ranging from annual physicals to chronic conditions. Plans that highlight critical, value-based features can capture more Medicare market share. In this session, hear how health plans market results from distinguished products that highlight Medicare Advantage benefit flexibilities.
- Communicate value outcomes to differentiate one plan from another
- Showcase value proposition to generate demand for product designs
- Leverage new benefit flexibilities to increase market share to targeted audiences
Vice President, Medicare Product Management
Executive Vice President, Chief Commercial Officer
Citra Health Solutions
While the 2019 CMS Medicare Marketing and Communication Guidelines have health plans updating their processes for the next year, the language appears to allow communication flexibilities, therefore opening a window to create inventive outreach initiatives. Understand the regulatory landscape of health care marketing and capitalize on new channels to educate beneficiaries on brand potential.
- Embrace new flexibilities surrounding educational platforms and events to empower the consumer
- Implement trainings to contracted brokers and agents to enforce guideline comprehension
- Pin point AEP do’s and don’ts to ensure compliance throughout the year
- Discuss new SNPs’ quarterly disenrollment rule and its impact on plans
Director, Sales, Government Business
Blue Cross And Blue Shield of Louisiana
- Learn why several of the nation’s top health plans ($5B+) have already started incorporating non-medical home care into their Medicare Advantage programs (VAIS, Care Management, Transitional Care, and Supplemental Benefit).
- Non-skilled home care as payers' "last-mile" of care/transitions management: how actionable insights directly from the caregivers who are helping high-risk seniors with activities of daily living and social determinants of health improves healthcare.
- Case studies: learn how in-home care lowered readmission rates by 30% and more.
Founder and Chief Executive Officer
Communication with members should be integrated across a range of touch points. Personalized, omnichannel communication is vital, particularly in reaching the always-on, digitally connected consumers of today. To be able to communicate to consumers, during every phase of care, will help create experiences that are differentiated and sustainable for health plans. Create a better experience for members that will drive higher revenue performance, help close gaps in care, and lead to better outcomes at lower interaction costs.
- Learn five key capabilities to ensure success in delivering differentiated customer engagement
- Personalize timely engagement to improve member experience
- Discover how to go from strategy to execution to create successful customer journeys across the entire lifecycle using an integrated, omnichannel approach
- Explore case study examples of where key capabilities have been applied, and benefits realized
Director, Enterprise Healthcare Vertical
Former: Chief Marketing Officer
Current: Co-founder; CEO
Health care access and quality are strong value propositions to market to members. Health plans that can create best practices around provider directories and quality metrics will be able to offer members a more valuable product. With CMS looking closely at network adequacy and directories, this will also save plans unnecessary costs and penalties. Discuss how to work with providers on important metrics and build a strong network to connect members to quality care.
- Set internal workflows to manage provider directories to improve access and satisfaction
- Discuss how to set metrics with in-network providers to measure performance
- Connect members to high-performing providers to improve member satisfaction
Marketing and sales departments work hand-in-glove to deliver cohesive messages to beneficiaries. Silos and disjointed communication channels between the two departments can create openings for consumer confusion and plan departures. Build a nimble marketing and sales team that integrates workflows to create a seamless member experience.
- Listen to sales feedback and react quickly to shifts in the market to meet member expectations
- Build fluid channels between marketing and sales teams for consistent communication
- Communicate workflow shifts to brokers and contracted agencies to ensure consistent messages to members
Medicare Advantage Marketing Manager
Blue Cross And Blue Shield of Louisiana
Executive Director, Medicare Marketing Strategy and Operations
Director, Consumer Markets
BlueCross BlueShield of Western New York and BlueShield of Northeastern New York