The scenario is dire: 15 million Medicaid members may lose protection as a result of Medicaid unwinding, and hospitals probably face a wave of newly uninsured sufferers.
The COVID-19 public well being emergency raised whole Medicaid and CHIP enrollment by 20.6 million. Congress not too long ago decoupled this provision, requiring states to renew common redeterminations as of April 1. State companies and well being insurers at the moment are scrambling, and the stakes are excessive.
The Position Of Failed Member Engagement
Redeterminations spotlight a key problem in our healthcare system — successfully reaching members the place they’re and getting them the data they want. Forrester information paints a transparent picture of the issue with member engagement: 41% of customers want that their insurer would do extra to assist them perceive their advantages, and 31% point out that their insurer’s web site is tough to navigate. What’s clear is that there’s work to be completed. Digital groups have to develop instruments and techniques to assist members navigate their medical health insurance, discover the protection they want, and take advantage of their advantages.
Up The Ante On Member Engagement
In a number of months, we might be kicking off new analysis on member engagement platforms, however first, we wished to share a number of suggestions that well being insurers ought to have in mind for member engagement success:
Engagement is steady, not simply an enrollment occasion. Engagement all through the member lifecycle is essential, not simply on the level of open enrollment. In reality, solely specializing in engagement throughout enrollment units payers up for failure. Why? An absence of member information and incomplete member profiles leaves insurers with out an understanding of how they should attain their members and thru which channels.
Bodily channels can push members to interact digitally. Print nonetheless issues. Using bodily channels to satisfy members the place they’re and to nudge them to interact digitally can have a number of advantages, together with extra correct member information assortment. Take into account mailing a Medicaid member a printed pamphlet concerning the upcoming redetermination with a QR code that they’ll scan to start out the method.
Suppose exterior conventional touchpoints to satisfy members the place they’re. Embedding crucial data in a member’s day-to-day routine can get rid of friction from the member journey and enhance engagement. Perceive these routines and strategically ship data in these settings. Accessibility of related data is vital.
Keep tuned for our analysis on member engagement. Within the meantime, if you’re a subject knowledgeable in member engagement, ship us an e mail — we might love to talk!
