Mobilizing Medicaid performance via omni-channel communications and mobile engagement

Mobilizing Medicaid performance via omni-channel communications and mobile engagement

As a Medicaid health plan, you know that it can be hard to get—and remain—in touch with all Medicaid members. Whether it’s a shifting address, unreliable contact info, or simply members dropping in and out of Medicaid eligibility, developing a consistent relationship and engaging members can be a challenge. Yet, member engagement is crucial to improving health outcomes and quality standards like HEDIS.

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Enter Medicaid rewards and engagement programs, supported by robust omni-channel communications and mobile engagement. Although there will always be members who are difficult to reach, these engagement strategies will help your program reach members where they are and when they are ready, despite transient membership.

Omni-channel communications

We know that members migrate between communications channels, and that having a presence on multiple channels gives you a better chance to find and connect with a member, however they prefer to engage. That’s why, at Novu, we believe omni-channel communications are the ideal solution for engagement programs.

Omni-channel engagement programs not only have a presence across multiple channels, but integrate those channels on the back end, so that a member can seamlessly cross between them and still have a single, unified experience. This means that even if a member drops in and out of plans over time, they can still pick up where they left off previously on any channel. This not only makes it simpler and easier to participate in your Medicaid rewards and engagement program, but will encourage consistent levels of engagement.

Mobile engagement

When it comes to Medicaid rewards and engagement programs, developing a communications strategy that’s relevant to the modern lifestyle requires embracing mobile engagement. Medicaid members are heavy mobile users. However, because they often use prepaid plans, they don’t have unlimited data access or texting. When sending text messages, strive to reach members earlier in the month and use lower amounts of data to avoid missing your members by exceeding their data limits. Just be sure your text messages are complaint with all FCC regulations.

Another advantage of reaching your members by text message is timeliness and relevancy. Because texts are often read soon after they are received, your messages are more likely to reach the right member at the right time. Beyond mobile communications, consider offering prepaid mobile minutes as rewards, and be sure all your communications and online platforms are mobile friendly.

Looking for more engagement strategies to ensure your Medicaid rewards and engagement program strengthens health outcomes and helps you reach quality standards, maximizing pay-for-performance? Download our white paper today.

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About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states. Learn more at novuhealth.com.

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5 Medicaid Member Populations You need to Consider for your Rewards and Engagement Programs

5 Medicaid Member Populations You need to Consider for your Rewards and Engagement Programs

Today we are proud to release our latest white paper, Driving High-Value Behaviors in Medicaid Plans: Medicaid rewards and engagement programs to activate hard-to-reach members and close gaps in care.

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Medicaid can be complex. For members and for Medicaid health plans alike, connecting to the right services and care can be difficult. Yet rewards and engagement programs can serve as a bright spot: activating hard-to-reach members and boosting quality scores and risk adjustment for plans.

However, it’s almost impossible to launch a successful rewards engagement program without a firm grasp on the challenges and needs faced by this diverse population. That’s why our new white paper begins with a look at who Medicaid serves, and the specific barriers unique to each sub-population. Here’s a sneak peek:

Medicaid affects 1 in 5 people, totals 440 billion spend per year, and covers 70 million people.

Once you’ve got a firm grasp on your population, it’s time to segment, target and get designing a program that will activate Medicaid members and boost your HEDIS quality measures. We’ve outlined the whole process for you in our white paper.

download the white paper

About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states. Learn more at novuhealth.com.

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How do Rewards and Incentives Programs Impact Quality Ratings?

How do Rewards and Incentives Programs Impact Quality Ratings?

NovuHealth’s rewards and incentives programs (R/I programs) result in excellent engagement rates among members—but the real pay-off for plans is the bump in Quality scores, including Medicare Stars and Medicaid’s Pay-for-Performance program by improving HEDIS, HOS and CAHPS ratings.

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So how exactly does rewarding members for healthy behaviors move the needle on quality ratings? The answer is two-fold—meaning that your rewards and incentives program can have double the impact:

Closing gaps in care directly impacts HEDIS—and helps with HOS

HEDIS measures, developed by NCQA and utilized by more than 90% of plans nationwide, scores health care organizations on a range of health issues so that plans can be compared “apples to apples.”

Preventive care looms large in HEDIS measures with plans earning their ranking based on the percentage of eligible members who complete health care activities like breast cancer screenings, colorectal cancer screenings, and diabetes care. Here’s the kicker—beginning in 2016, CMS began using clustering methodology to determine Star ratings for its measures: essentially, grading plan results on a curve rather than against predetermined thresholds. For plans across the marketplace, this has added pressure to perform.

Incentivizing members for completing high-value health activities not only increases rates of completion, but by targeting the hardest-to-reach members with dynamic reward values, plans can reach specific quality measures and goals without breaking the budget.

Using the same rewards and incentives programs, plans can also encourage and support the small daily steps that result in improved member health, like exercise and healthy eating habits. Although the outcomes themselves can’t be incented, participation in wellness programs can be. These incentives, in turn, can impact the HOS measure, a survey used to assess member health outcomes over a 2-year period.

From member action to member satisfaction

When members take steps to care for their health by completing preventive care steps, your rewards and incentives program rewards them with a gift card, for example, of the member’s choosing. Not only have you encouraged the member to take actions impacting HEDIS, but their actions have resulted in customer satisfaction once the member receives their reward.

Unlike HEDIS measures, CAHPS measures use member surveys to ascertain a member’s satisfaction with their health plan. So by delivering additional positive encounters with the plan through R/I programs, plans improve their chances of achieving higher CAHPS scores.

Medicare Stars ratings and Medicaid Pay-for-Performance then utilize these scores (along with others) in their own algorithms to assign overall, consumer-facing plan ratings. The results of which impact everything from optimizing revenue opportunities to member retention and acquisition.

Ready to start building your R/I program? Start by downloading our white paper, “Driving Healthy Behaviors through Rewards and Incentives Programs.”

download the white paper 

 

About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states. Learn more at novuhealth.com.

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How much is too much? 3 key insights on valuing wellness rewards

How much is too much? 3 key insights on valuing wellness rewards

You’ve utilized insights from consumer loyalty programs and chosen your healthy behaviors. Your wellness rewards and incentives program is well on its way—but in the midst of watching your member engagement strategy take shape, the question of “how much is too much?” is bound to come up. Since gift cards and reloadable debit cards are becoming increasingly popular choices for wellness rewards programs, this question is especially pertinent.

Along with it will spring up a few of its friends: “how much is too little?” and “how much does it take to motivate our members?”

When it comes to valuing your wellness rewards, it’s easy (and business savvy) to want the Goldilocks of rewards values: the amount that is just right.

Here’s the good news: we’ve done the research for you. NovuHealth asked more than 1,000 Medicare Advantage beneficiaries about their ideal reward for certain wellness activities, including mammograms, colon cancer screenings, cholesterol measurements and, for people with diabetes, regular A1C measurements and annual eye exams—and the results surprised us.

1. Sometimes less is more

Intuitively, it might feel safe to assume that the more you can offer your members for completing a certain healthy behavior, the better. However, we found that people were more likely to engage in most wellness activities for a $25 gift card.

2. The type of healthy behavior matters

While a $25 gift card hit the sweet spot for the majority of healthy behaviors, one wellness activity proved to be an outlier: the colon cancer screening.

As a higher barrier activity, the higher dollar amount needed to motivate the member makes sense. Wellness activities that are uncomfortable, time-consuming or invasive will require more to move the member to action. However, closing these gaps in care is often most valuable—both to member health and plan bottom line.

The Ideal Wellness Reward Amounts

3. Reward values are not one-size-fits-all

Even with “ideal” reward values, the way to make sure you’re getting the optimal return on your investment is to dynamically target your members. NovuHealth’s platform can target based on demographic and geographic data, as well as past activities, a feature that plans often use to monitor interactions with members and rewards over time so they can provide point-in-time communications.


About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states. Learn more at novuhealth.com.

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4 Tips: Choosing Healthy Behaviors for a Rewards and Incentive Program

4 Tips: Choosing Healthy Behaviors for a Rewards and Incentive Program

For plans looking to build out a rewards and incentive program, choosing which healthy behaviors to reward is an important first step. Ensuring that your rewards program doesn’t live in a vacuum, but instead has a direct and meaningful impact on quality measures like HEDIS and Medicare Star Ratings, boils down to four main stages:

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1) Start with your business objectives – just like the best loyalty programs in other industries have for decades

What is the main goal driving the creation of your rewards and incentives program? Perhaps your objective is to improve Star Ratings and create additional revenue, or to impact Commercial Risk Adjustment through HCC identification.

The best loyalty programs in the non-health care commercial space begin by identifying concrete business objectives and correlating KPIs. For example: a percentage of your population that has activated vs. redeemed, or a percentage of the total activities that you wish your population to complete.

2) Consider compliance

CMS only recently expanded its guidance on rewards and incentives programs for Medicare Advantage plans, allowing programs to reward enrollees for activities that promote improved health, prevent injuries and illness, and encourage efficient use of health care resources. The goal, states CMS, is to help members “improve and sustain their overall health and well-being.”

Unsure if your program will fit under current guidelines? Read the latest here or contact us.

3) Identify your population and their care gaps

Medicare Stars and HEDIS each have specific measures that they look at when scoring plans, and closing gaps in care is a substantial part of the equation. Of the gaps that need closing, identify which populations are the highest risk and will therefore have the largest impact on your scores (and bottom line) if you can move the needle through a rewards and incentives program. For Medicare plans, this is often a non-compliant diabetic population and corresponding diabetes preventive care visits. For Medicaid, healthy behaviors for pregnant females often are measures of focus.

4) Create deeper engagement with wellness rewards

The initial positioning of your rewards program should lead naturally into deeper engagement—with the plan, and with the member’s own health.

Take a non-compliant diabetic member, for example. Their first set of healthy behaviors can center on the preventive visits that most closely align with plan ROI and member health: Diabetic Eye Exams, Kidney Screenings, and quarterly A1C tests. Once a rewards program is consistently getting your diabetic member to the doctor for these important preventive screenings, you can introduce a new set of behaviors that, through incremental healthy living steps, will ultimately have an impact on those doctor visits and screenings: a Diabetes Management program (which can also help you achieve NCQA certification), for example, or a support group.

Choosing your rewardable behaviors is an important step in building an effective rewards and incentives program—but it’s only one part of the puzzle. Get our complete guide when you download the white paper: “Driving Healthy Behaviors through Rewards and Incentives Programs.”

Download the white paper 


About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states. Learn more at novuhealth.com.

Read more