You Got Them . . . Now How Do You Keep Them?
Your plan’s marketing and sales efforts have proven fruitful, and the Annual Election Period (AEP) was a success! The question is . . . do you have a member for life?
New members are bombarded with information they need to digest and questions they need to answer. And everyone speaks in acronyms, e.g., OOA, OEV, LEP, LIS, BAE, OHI, MSP, HRA, and POA. How many hand-offs will it take before your new members’ questions are answered? Are your members aware of all the great services your plan can provide? Does their healthcare experience generate a feeling that you are all in it together? Do you have a complete and accurate dashboard of your members’ needs?
At Gorman Health Group (GHG), we believe every member interaction — every member touch-point — creates an opportunity to leave your member with a positive impression. Developing a process where members have a positive experience with your plan should be the goal of every high-performing plan. Reaching out to members to ensure they are benefiting from all their health plan has to offer will translate to member satisfaction, loyalty, and the best marketing outcome money can’t buy . . . a positive referral for your plan.
Developing a comprehensive member onboarding program not only requires data analytics at the member level but, most importantly, the ability to quickly solve those pesky problems that pop up with new enrollees.
GHG will work with your plan to develop a member onboarding process and dashboards to ensure you are capturing the data that is critical to providing 5-Star services and engineering a positive experience for your members.
When it comes to developing positive outcomes from member interactions, developing a robust onboarding process should be job number ONE!
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Even as you are enrolling beneficiaries for the new plan year, your team should be working on your strategic positioning for the following year — reviewing the past year’s performance, conducting feasibility analyses, testing assumptions — all to ensure future success. Contact us for more information >>
We have an unparalleled track record working with clients in government programs to develop cost-effective strategies and tactics to help plans achieve maximum potential for their products. We build highly efficient marketing plans, from demographic analysis to material development. We’ve reviewed, rebuilt and re-contracted dozens of distributions channels, supporting clients with expert counsel and unique tools. Learn more >>