How do you know when you’re witnessing an industry on the cusp of a revolution? Language.
The phrases buzzing around the 2016 AHIP (America’s Health Insurance Plans) Institute & Expo were rife with change. Phrases like data utilization for better decisions, outcome-based payments, behavioral economics and customer service excellence. Words that the health care industry has been slow to adopt, but were in ample abundance at the industry’s flagship event for health care professionals.
Standing out above the noise were the words “disruptive innovation”—a term coined by Harvard Business School Professor Clayton Christenson, an international authority on innovation, to describe what happens when an industry goes through a technological transformation. Health care’s transformation has been a long time coming, but, following a culmination of factors ranging from legislation (the Affordable Care Act) to CMS regulations, cost controls and consumer demands, change is imminent.
So what does disruptive innovation mean for health care, and is it more than just words and phrases? The real change is evidenced by two major new trends in the industry: 1) the consumerization of care and 2) the utilization of data.
1 ) Consumerizing the health care experience
Just like consumer brands Apple and Google disrupted the music and advertising worlds, respectively, health plans stand to make a real and lasting impact on the way people engage with their health. And because users have come to expect the same type of tailored experience that they receive in the retail world, consumerizing the experience is a win-win for members and plans alike. At Novu, we fuel our platform’s marketing engagement engine with rewards and incentives paired with behavioral science in order to deliver the right message to the right member at the right time.
2 ) Utilizing data
While health plans have long collected data on members, using that same data to improve on the customer service experience is just beginning to take shape. At Novu, we use data and analytics to create tailored campaigns at the contract, H-plan and member levels. The result for our clients is more effective member engagement and, ultimately, improved HEDIS and CAHPS scores.
Ready to join the revolution? Contact us to learn more about how our innovative solutions combining data analytics, consumer engagement and rewards & incentives can impact your plan.
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.