Our top 6 blog posts from 2019

Our top 6 blog posts from 2019

The beginning of a new year is a time for reflection and resolution—even for health plans. As you look to the year ahead and continue to plan and refine your member engagement initiatives, check out our 6 most popular blog posts from 2019 for some valuable case studies and best practices.

  1. A Smart Solution to the Costly Problem of Member Churn

With the expanded open enrollment period, an increase in the number of highly rated plans, and an explosion of consumer-driven shopper tools, member satisfaction and retention has never been more challenging. But member churn doesn’t have to be an unavoidable reality. Learn how to use predictive analytics to identify the members most likely to leave, and how to harness proven engagement strategies to increase the chances they stay.

  1. 5 Warning Signs Your Rewards & Engagement Program Is Delivering Negative ROI

Your plan likely has a rewards and engagement program to motivate members to take a more active role in their own health, but simply having a program isn’t enough if it isn’t effectively and cost efficiently driving results. If you’re not measuring your program’s success or including the right measures and members, you’re likely throwing money away. Check out these 5 warning signs your rewards program is delivering a negative return on your investment.

  1. 3 Myths and Misconceptions About Medicaid Member Engagement

Motivating Medicaid members to engage in their own care is challenging for a variety of reasons, including population complexity and diversity, and the increased impact of social determinants of health. But that doesn’t mean it’s impossible. Read about 3 commonly held myths and misconceptions about engaging Medicaid members, plus proven tips for personalizing and optimizing your own programs.

  1. The Benefits of Integrating Risk & Quality Functions Within Health Plans

Risk adjustment has always been a significant performance lever for government health plans, but in recent years, quality has become equally important. If your health plan is trying to build more collaboration between these two previously siloed functions, there are a several things to consider—including potential benefits and challenges. Get valuable advice on getting started from three plans who have been there and done that.

  1. How NovuHealth Helped Significantly Improve Mom & Baby Medicaid Engagement for One Health Plan

Community Health Choice, Inc. is a non-profit MCO in Texas that covers approximately 25,000 Medicaid births every year. Recognizing the importance of prenatal, postpartum, and well-child visits to the health of mothers and their babies, Community engaged NovuHealth to create a member engagement program to encourage more moms to complete these all-important activities. Learn how NovuHealth helped motivate more than 1/3 of program participants to do just that.

  1. The Surprising Impact Annual Wellness Visits (AWVs) Can Have on Plan Performance

While the Annual Wellness Visit (AWV) has been offered as a benefit to Medicare Advantage and Medicaid members for several years, the percentage of members who actually receive one is small. When health plans make AWVs a central part of their quality and member engagement efforts, they see a huge lift in the completion of AWVs and other high-value healthcare activities as well. Download the infographic to see the positive impact AWVs can have on both quality and risk adjustment, and get 5 strategies for motivating members to have more productive visits.

 

About NovuHealth

NovuHealth is the leading healthcare consumer engagement company, driven to improve consumer health and health plan performance. NovuHealth motivates consumers to complete high-value healthcare activities by leveraging its sophisticated engagement platform, proven loyalty and behavioral science strategies, and deep industry and regulatory expertise. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served nearly 15 million consumers across all 50 states. Learn more at novu.com.

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NovuHealth CEO Tom Wicka’s top 4 predictions for 2020

NovuHealth CEO Tom Wicka’s top 4 predictions for 2020

I wrote a similar post around this time last year, sharing my top 3 predictions for healthcare in 2019. As I sat down to reflect on the past year, and the anticipated changes coming in the next few years, four additional predictions came to mind that I believe will be relevant for our business, for our clients, and ultimately for consumers.

Prediction #1: Being a healthcare consumer will finally start to feel like being a retail consumer

Think about your experience with your favorite consumer brands today. They recommend products they know you’ll love. They reach you in your preferred channel. They reward you for being a loyal customer. And they’re always trying to improve your experience—whether it’s faster shipping, shorter wait times, or more streamlined service.

The same evolution is happening in healthcare. Whether it’s communicating in a consumer’s preferred channel, rewarding people for taking care of their health, or notifying them of more cost-effective service options—healthcare organizations are embracing consumer marketing best practices to improve their relationship with consumers.

At the end of the day, what consumers want from healthcare is no different than what they want from other companies and brands: to be uniquely heard, understood and valued. Healthcare is finally getting there.

Prediction #2: The industry will realize that when it comes to consumer engagement, more is not necessarily better.

Health plans have been investing for years in buying or building various point solutions to engage consumers at different points across the continuum of care, but we’ve reached a tipping point. While many individual programs have positive ROI, collectively they do not.

Layering so many disparate engagement solutions on top of each other has resulted in consumer confusion and increased communication costs. A health plan trying to engage its members for quality improvement, risk adjustment and care management likely uses three separate engagement strategies and may initiate 250+ member touchpoints a year. How does the member know which one to prioritize?

2020 will mark the point when plans demand coordinated solutions or platforms of engagement that intelligently execute many types of care. The art and science of engaging consumers in their healthcare needs to be applied to individuals as a longitudinal strategy, not as a series of random touchpoints.

Prediction #3: Healthcare executives will demand ROI on consumer engagement efforts

Earlier this year, a Deloitte Center for Health Solutions survey found that consumer engagement is the top priority risk among healthcare CFOs, with nearly 60 percent of CFOs ranking it above other key concerns like cybersecurity. As consumer engagement experts, we’ve identified at least 4 ways that poor consumer engagement can significantly impact an organization’s bottom line.

Most health plans use rewards and incentives to motivate members to engage in their health. But simply having a program and checking the box isn’t enough if that program isn’t driving results and delivering a positive return on investment.

I regularly speak with health plans that are spending several million dollars on member engagement efforts but seeing a negative return on their investment. That may have been acceptable or unacknowledged in the past, but now that consumer engagement is getting attention from the C-suite, consumer engagement initiatives will need to be on the positive side of the ROI equation.

Prediction #4: Smart healthcare companies will make a transparency transformation

There’s been a lot of buzz lately around greater transparency in healthcare, from consumers having more control over their data to payers and providers sharing the rates they pay or charge for services. Sharing more information is good in theory, as it can help consumers make more informed decisions about their care. But it’s only helpful if it’s useful, timely, and easy to use and understand.

One example where transparency has worked well for healthcare consumers is the Medicare Advantage Star Ratings system, created in part to make it easier to shop for insurance. Star ratings are an effective comparison tool because they meet those three criteria. They’re useful because they’re tied to a plan’s quality and member experience. They’re timely as well, updated right before the annual election period (AEP). And they’re based on a simple 5-Star system, making them easy to use and understand.

Going forward, smart organizations will recognize the value of doing transparency “right” and invest in finding ways to deliver the information consumers need when they need it.

 

 

About NovuHealth

NovuHealth is the leading healthcare consumer engagement company, driven to improve consumer health and health plan performance. NovuHealth motivates consumers to complete high-value healthcare activities by leveraging its sophisticated engagement platform, proven loyalty and behavioral science strategies, and deep industry and regulatory expertise. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served nearly 15 million consumers across all 50 states. Learn more at novu.com.

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A smart solution to the costly problem of member churn

A smart solution to the costly problem of member churn

Medicare Advantage (MA) has always been a highly competitive market, but with the expanded open enrollment period, an increase in highly rated plans, and an explosion of shopper tools, member satisfaction and retention has never been more challenging.

 

The growing problem of member churn

In the past decade, the average rate of member churn jumped from 8 percent to nearly 12 percent, and it’s expected to increase further in 2020 and beyond.1

Today, it’s easier than ever for members to shop for (and switch to) a different plan. In August 2018, just 25 percent of seniors were aware of the open enrollment period (OEP). By April 2019, 66 percent of seniors were aware of the OEP, and they now have a full three months to make a switch.2

Members also have more choices with every passing year. In the 2020 plan year, 3,148 MA plans will be available for individual enrollment—414 more than 2019.3

 

The financial impact of member churn

 The cost of churn for health plans can be significant, totaling hundreds of millions of dollars in lost revenue and increased costs. A plan with 75,000 members and 14 percent churn, for example, stands to lose nearly half a billion dollars in revenue and $71 million in projected gross profit.4 In today’s market when every dollar matters, plans can’t afford to watch millions walk out the door.

But addressing churn can be challenging because members leave for a variety of reasons, and efforts to retain them can be costly—especially when plans apply those efforts to all members.

It’s also important to remember that some members are more likely to churn than others. Based on NovuHealth’s propensity-to-churn modeling, we tend to find that members in the top four deciles (40 percent of membership) represent 56 percent of the overall churn risk to a plan. If your member retention efforts aren’t specifically focusing on the members most likely to leave, you could be missing a big opportunity.

 

Using predictive analytics to improve member satisfaction and reduce churn

 Most MA plans accept churn as an unavoidable reality, but here’s the thing: you don’t have to! NovuHealth’s Member Retention Solution uses our proprietary propensity-to-churn model to helps plans identify the members most likely to leave. We then recognize those members for the care gaps they close and engage them in other high-value activities, improving their connection with the plan and increasing the chances they stay.

 

Unlike one-size-fits-all approaches, NovuHealth identifies the members most likely to churn and delivers a personalized engagement experience designed to retain them.

 

To learn how NovuHealth’s Member Retention Solution can help you proactively identify the members likely to leave and engage them so they’re more likely to stay, schedule a quick chat with one of our engagement experts.

 

1CMS C30 Stars data
2Deft Research, 2019 OEP Supplement Study
3KFF, 2019
4NovuHealth churn impact calculation

About NovuHealth

NovuHealth is the leading healthcare consumer engagement company, driven to improve consumer health and health plan performance. NovuHealth motivates consumers to complete high-value healthcare activities by leveraging its sophisticated engagement platform, proven loyalty and behavioral science strategies, and deep industry and regulatory expertise. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served nearly 15 million consumers across all 50 states. Learn more at novu.com.

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It’s Diabetes Awareness Month! Here are 5 proven ways to close diabetic care gaps.

It’s Diabetes Awareness Month! Here are 5 proven ways to close diabetic care gaps.

Diabetes is a complex, costly and challenging condition—especially for Medicare Advantage members and the health plans who support them.

Not only are Medicare beneficiaries with diabetes up to 3X more likely to report fair or poor health than those without diabetes, they also average significantly more inpatient admissions.* It’s not surprising that Medicare has estimated diabetes accounts for 1 out of every 3 dollars it spends.**

Motivating members to manage their diabetes proactively is critical—but it can be a challenge. Most Medicare Advantage plans have initiatives in place to address the three Part C diabetes measures that help ensure members get the care they need. And while most plans perform well in at least one measure, few plans perform well in all three. No matter how your plan stacks up on the Part C diabetes measures, there’s always room for improvement.

In honor of Diabetes Awareness Month, here are 5 proven ways to motivate members with diabetes to close their care gaps— based on our experience with nearly 40 leading health plans and nearly 15 million members.

 

*Medicare Current Beneficiary Survey, 2017 **American Diabetes Association, 2013

 

About NovuHealth

NovuHealth is the leading healthcare consumer engagement company, driven to improve consumer health and health plan performance. NovuHealth motivates consumers to complete high-value healthcare activities by leveraging its sophisticated engagement platform, proven loyalty and behavioral science strategies, and deep industry and regulatory expertise. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served nearly 15 million consumers across all 50 states. Learn more at novu.com.

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