Improving Your Member Engagement Strategy

June 3, 2019 Jeanette Stern


Member engagement continues to be one of the most discussed topics throughout the entire health insurance industry. There have been consistent research and various studies that have been used to gain a clear understanding of member engagement plans are used and what the best member engagement solutions are. 

Member engagement continues to be important when we talk about the continuum of care, but there continues to be plenty of opportunities that present that open the door to improve overall health outcomes and experiences. 

The Enrollment Process

When someone enrolls in a health plan for the first time or if they are getting any type of health insurance coverage, they will generally be given a significant amount of information including forms to complete, welcome handbooks, insurance cards, and more. While there are forms that are required to be given to health plan members, it is important that all the information a member receives will be attainable for the entire time a member is enrolled in the health plan. It is also important that you have a process that will allow you to easily and quickly address concerns and questions about the health plans and the benefits of those health plans.

When new members are contacted for the first time, this first contact presents the perfect opportunity to address any concerns or questions and make sure you have the correct information on the member so it will be easy to reach him or her in the future. A welcome phone call or a welcome text message will help the patients feel that they are valued. Not only will your members feel that they are a value to the health insurance company, but it can also provide valuable information on the benefits of your health plan, in addition to making your members feel valued, the first contact can also provide information on how members can gain access to their health plan information.

Hospital Admissions

When a member needs to be admitted to the hospital for treatment or upcoming surgery, the health plan can be used to engage the member with relevant health information. This also presents the opportunity to speak to a health plan care manager so any concerns or questions can be addressed before the hospital admissions. Some members will want to engage with someone before they are admitted to the hospital for treatment, but other members may prefer not to. However, it is important for members to know that those options are available.

For patients who choose to engage with a member of the care team before surgery, they may find a variety of benefits in the educational materials that are offered. Members should understand what they can expect and should feel comfortable asking any questions before being admitted to the hospital. 

Hospital Discharge

Members' health needs can be understood better when there is a consistent flow of member engagement. Calling, texting, or emailing health members can help the entire care team understand what health members need after their surgery or treatment. Care management programs and phone calls can be used to ensure patients are receiving the proper treatment and care. 

The right health plan along with effective member engagement can reduce the number of hospitals readmissions, prevent additional illnesses or infections, and reduce costs. We know there may be restrictions or constraints when it comes to member engagement solutions that are effective, but it is important to find a solution that will allow you to engage with members effectively and efficiently.

If you need help improving your member engagement strategy, contact us today for more information on our member engagement solutions.


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