Driving enrollment and improving the member experience

Improving member experience has an inherent value to patients and families and drives better health outcomes. When consumers engage directly with their health plan, they not only receive better care, but form a vital connection to help them make more informed healthcare decisions in the future. Health plans need to reset the norm for patient experience and map out the healthcare journey, making sure it’s an easy path to travel. From enrollment to renewal or upcoming redeterminations, plans must be there to support, guide and provide whole-person, culturally competent and equitable care. 
 
Today’s value-based and more consumer-centric care environment has elevated the idea of “engagement” to be among the most critical drivers of payer success, particularly for government-sponsored plans. We will share best practices for driving enrollment and retention and how to leverage communication as an opportunity to engage with members in a personalized way through moments that matter. 
 
In this session, you will learn:
 
1.    The importance of building trust and communicating with empathy 
2.    How to leverage data to drive a more personal and timely experience 
3.    The advantages of multi-channel, multi-touch strategies 
4.    Member engagement tactics that drive patient outcomes 

Presenters: 

Leah Dewey, MPH
Vice President, Clinical and Consumer Engagement
Cotiviti, Inc.