Amanda Heck
VP Health Plan Sales
ConnectureDRX
What is full circle onboarding and why is it a valuable tool for health plans?
Amanda: Full Circle Onboarding is a comprehensive health plan acquisition strategy that capitalizes on every touch point in the member onboarding journey, because each one is crucial to a positive and long-term member experience. It’s valuable because of our unique approach and technology.
Please share more about that unique approach and technology.
Amanda: We include:
– A customized tool specifically designed to capture Medicare eligible individuals. I.e. 1) Individuals on commercial/U65 plans as soon as they are eligible, and 2) Those already on Medicare looking to switch plans.
– The ability to acquire members through channels the individual prefers. (Our omni-channel approach includes direct-to-consumer, online self-service, field or call center agents and others).
– Facilitation of important post enrollment activities like completion of a health risk assessment and scheduling appointments with care providers. And rich analytics that can be shared among care teams to perform proactive outreach during the post-enrollment, pre-effective period.
– Personalized and data-driven messaging relevant to each individual.
This all-encompassing approach provides a more tailored, personalized, and overall better experience for onboarding new members.
Personalized and data-driven messaging relevant to each individual.
Amanda: This all-encompassing approach provides a more tailored, personalized, and overall better experience for onboarding new members.
How can health plans use Full-Circle Onboarding to increase their ability to capture age ins and retain members for life?
Amanda: Our Retention Suite tool offers personalized and data-driven solutions for health plans to retain their under 65 population by effectively transitioning them to Medicare plans. Based on an individual’s preferences, utilization and prescription data, health plans can offer a truly personalized experience.
The Retention Suite utilizes a personalized shopping and enrollment URL to create a valuable touch point for members that also helps to solidify the bond between seniors and their agents.
In a saturated market, what is the competitive advantage of using full-circle onboarding?
Amanda: Using our technology, health plans can customize the member onboarding experience and gain a strategic advantage. We know that targeted interactions improve satisfaction. Insights derived from touch points can lead to improved quality of care. And efficient acquisition and retention can lead to revenue growth and increased star rating opportunities. This platform allows health plans to showcase the innovative benefits that differentiate them from others in the market.
How does this solution align all internal stakeholders at a health plan and why does each team benefit so much?
Amanda: We capture data and insights at every stage of the onboarding process, including demographic information, medical utilization estimates, eligibility for subsidies and LIS, and more. These insights are packaged to be easily accessible to different teams such as sales, care management, and retention, ensuring continuity of conversations across the onboarding journey.
