You understand the connection between employee satisfaction, cost control, and loyalty from employers.
You need more of the right solutions and less of the stress.
Taking a proactive approach to keeping members engaged with their benefits is a solid strategy to achieve these interconnected goals.
Engaged members are more likely to comprehend and utilize their benefits, especially preventive services. This results in a mutually beneficial scenario where superior healthcare experiences and cost control coexist for all involved.
What are the key factors that drive optimal member engagement?
Don’t delay member engagement
Transitioning to a new benefits administrator or introducing significant plan changes can feel overwhelming. The onboarding process serves as the initial pivotal point for the member experience.
A successful onboarding procedure should warmly welcome members, providing them with essential information, proactive support, and a sense of excitement. It is especially important to reassure members who may be apprehensive about change.
Understanding the diverse demographics of your employees is crucial, as it will guide you towards the most effective way to distribute information. As part of the Personify Health implementation process, we work with employers to customize our member communications playbook to match their members’ specific needs.
We’ve crafted a touchpoints timeline that prioritizes engaging members well before open enrollment. For some clients, these touchpoints are predominantly digital (utilizing customized landing pages and plan comparison tools), while for others, they are primarily conducted through mail and in-person health fairs. This helps identify the medium that resonates best with your employees and allows consistent and proactive engagement.
Members want to understand their benefits. Empower them.
Healthcare is about humanity and connecting members to their benefits.
Plan documents often contain dense, confusing language, and members frequently must navigate multiple documents to fully grasp their benefits. Because of this, many find themselves uninformed about their healthcare options. This can reduce engagement with benefits and result in higher costs for employees and the plan.
There is a solution. By providing well-designed educational resources, we can address these challenges and drive increased engagement. These resources can take the form of printed materials or online tools tailored to suit the needs of your member population. They should be presented in simple language, avoiding healthcare jargon, and consolidating benefits information into a single, easily accessible source. This approach streamlines the process, eliminating the need for members to sift through a pile of documents.
At Personify Health, we collaborate with employers to develop educational resources tailored to their employee population. For instance, we created an online plan comparison tool that empowers members to dynamically compare their plan options, premiums, and the diverse benefits available under each plan. This solution resonated well with a tech-savvy member population with regular computer access.
For member populations with limited computer access, we’ve developed printed materials that provide clear insights into their plan options and associated benefits. This approach ensures that all members can confidently understand and assess their benefits, empowering them to make informed decisions about their healthcare coverage.
Equip members to navigate healthcare costs
Understanding healthcare costs can be daunting for many members. Questions like, “What’s a deductible?” or “Why didn’t my plan cover this?” often leave them feeling confused and frustrated. By providing clear explanations to these common queries and offering education on frequently misunderstood concepts, we can empower members to take control of their healthcare expenses. Members should know if a service is covered and understand the extent of their coverage.
With Personify Health’s digital benefits platform, members can effortlessly access their benefits information. They can check on deductibles, out-of-pocket maximums, and balances in their flexible spending accounts. Moreover, members can review their claims information and reach out to us directly through the platform if they have any questions. A user-friendly platform ensures that members have the tools they need to make informed decisions about their healthcare costs.
Give members access to the help they want
Members value convenience and flexibility when seeking assistance. In healthcare, just like in other industries, having access to different channels of support is essential. Whenever a question arises, members should have various options to quickly find the information they need, whether it’s through a simple online search or by connecting with a customer service agent.
At Personify Health, concierge-level assistance is available through our customer support line and our convenient online messaging tool. For instance, if a member is curious about the status of a claim, they can easily find this information on our member portal. Beyond that, our platform offers even more capabilities.
If a member misplaces their ID card, worry not! They can access a digital version right from the portal. Need to submit various forms? Our online platform allows them to do just that. If they require further assistance, simply reach out to us via messaging on the portal or give our customer support line a call.
By providing multiple channels for assistance and self-service, members have the tools and resources they need and want at their fingertips.
Choose a simple, seamless benefits management experience
Technology has improved the way we navigate our daily lives. From banking to travel, having quick access to information and being able to complete tasks is the norm. It’s only natural to expect the same level of convenience when managing healthcare benefits.
Personify Health’s newly redesigned online platform offers seamless access to coverage information with just the click of a button. No matter where a member may be, whether on a computer or mobile device, our user-friendly platform allows them to view the status of their deductibles, check claim statuses, submit forms, and even access a digital version of their ID card with ease.
In the past, accessing health plans and services could be a frustrating, disjointed experience. Personify Health offers a streamlined experience that organizes members’ benefits and services in one place. No more logging into different websites with various credentials. With Personify Health, we provide a single point of entry that puts members in control of their healthcare journey.
Our platform is designed to be user-friendly and easy to navigate, allowing members to quickly find the information they need. Plus, by providing a single point of access to health programs, including wellness and preventive services, we help them stay on top of their health and reduce overall medical costs.
Provide an easy-to-understand explanation of benefits (EOB)
Understanding benefits shouldn’t feel like deciphering a secret code. Yet, for far too long, EOBs left members feeling frustrated and confused. Transparency and clarity are key in empowering members to take control of their healthcare journey.
Personify Health offers an EOB that is user-friendly and easy to understand. No more sifting through unfamiliar and unapproachable healthcare jargon. Our EOB is designed to clearly show how benefits were applied and whether a member owes any money for a service. It’s simple, straightforward, and stress-free.
We also provide employees with an educational outline of the Personify Health EOB during open enrollment. This material breaks down each component of the EOB using clear, concise, and understandable language.
Demystify the healthcare experience and create meaningful connections with employees through an accessible and user-friendly EOB.
Encourage constructive feedback
Employee feedback matters. There should always be an avenue open to share it.
Have you ever been asked if you’d recommend a service to a friend or colleague? Our customer survey using the Net Promoter Score (NPS) revolves around a simple question like this. It’s quick – members can usually answer in just 15 to 20 seconds. By participating, they’re voicing their opinions, and that’s powerful.
What’s even more impactful is that our surveys allow members to share additional comments. These comments are gold to our customer service team. They enable us to gather as much feedback as possible. We care about every single response, and we take the time to reach out to respondents to ask how we can improve. Member feedback helps us identify areas where we can do better and address gaps in our service.
Member and plan feedback allows us to keep raising the bar and delivering an even better experience for everyone.
Keep communicating about wellness and preventive services
When it comes to wellness and preventive services, we believe in empowering members with the information they need to take control of their health.
We understand that many members feel they don’t receive enough information about wellness and preventive services. That’s why, at Personify Health, we’re revolutionizing the way we approach this crucial aspect of healthcare.
Today, benefits administrators have the power to leverage claims data to target messages to specific members based on their unique needs. For instance, certain members may be the right fit to receive communications about cancer awareness and preventive screenings based on their demographics.
At Personify Health, we go the extra mile. Our team of dedicated nurses uses advanced algorithms developed by our analytics team to reach out to members. If a member is managing a chronic condition like diabetes or blood pressure, we engage them in discussions about better managing their condition through our specialized disease management programs. If they’ve experienced an accident, our case management program steps in to help them access the care they need to recover. Additionally, we identify expectant families and connect them with our Nurturing Together program, designed to provide prenatal health services and reduce the risk of complications.
It’s not just about providing services – it’s about creating tailored solutions and personalized support to help members live their healthiest lives. By focusing on wellness and prevention, our goal is to keep members informed and empowered, so they can make the best decisions for their health.
Driving success through ongoing member engagement
We believe in the power of ongoing member engagement to drive success for everyone involved.
Understanding their benefits is crucial for members to actively participate in their own care, especially when it comes to preventive care. This not only benefits their health but also plays a key role in reducing overall costs. It’s all connected—engaged members contribute to satisfied customers, creating a win-win situation for everyone.
We’re passionate about building authentic connections and empowering our members to take charge of their health journey. Let’s work together to inspire positive actions and celebrate the successes that come with ongoing member engagement.
If you’re interested in learning more about our strategies to foster continuous member engagement and achieve success for all stakeholders, we’re here to help. Contact us today to learn more about our member engagement strategies and how they can make a difference for you.