Our top 6 blog posts from 2018

Our top 6 blog posts from 2018

Year-end is a time for reflection and assessment, especially for health plans. It’s also a time to evaluate priorities for the coming year. As you continue to plan your member engagement initiatives for 2019, check out our 6 most popular blog posts from 2018 for some best practices and proven strategies.

7 Best Practices for Addressing SDoH

While most plans know they need to address social determinants of health (SDoH), many don’t know how or where to start. With these 7 strategies, plans can reduce social barriers, engage hard-to-reach members and begin to improve health outcomes.

Case Study: How Community Health Choice Motivated 60% of Members to Close Diabetic Care Gaps

Community Health Choice, a Texas-based non-profit HMO, wanted to close diabetic care gaps and improve health outcomes for its at-risk marketplace members. Find out how NovuHealth helped Community engage non-compliant, hard-to-reach members and motivate them to close critical diabetic care gaps.

3 Ways Engagement Can Drive MA Program Success, According to NovuHealth CEO Tom Wicka

It’s no secret that improving consumer engagement can help drive Medicare Advantage (MA) plan performance. NovuHealth CEO Tom Wicka shares his perspective on how engagement can help plans improve health and meet quality and retention goals.

7 Strategies to Engage Hard-to-Reach Medicaid Members

Medicaid members are typically more difficult to reach and engage than other healthcare consumers, for several reasons. But that doesn’t mean it’s impossible. These proven strategies and best practices, gleaned from our work with Medicaid plans, can set you up for success.

Case Study: How 1 Medicare Plan Impacted HOS Measures and Built Member Trust

Along with CAHPS, HOS scores make up almost 30% of a Medicare Advantage plan’s Star rating. But measurably influencing these scores—and member satisfaction in general—can be a challenge. Find out how NovuHealth helped one large plan do just that.

5 Trends Influencing the Future of Healthcare

From big data disruption to the rise of consumerism, 5 key factors are reshaping the healthcare industry—and only healthcare executives who capitalize on them will thrive in our ever-changing marketplace. Learn how to use these trends to your advantage.

 

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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1 proven strategy for closing more diabetic care gaps

1 proven strategy for closing more diabetic care gaps

Health plans today understand the urgency of diagnosing and treating diabetes. But if you’re only incentivizing one of the three Medicare Part C activities for diabetic care (dilated eye exam, kidney disease monitoring, and blood sugar control)—you could be missing out on valuable gap closures.

We analyzed diabetic engagement campaigns throughout 2018 to find out whether incentivizing more activities would result in more gap closures—or more member fatigue. Check out the infographic to see what we discovered.

 

 

download the infographic

 

Be sure to also check out how we helped Houston-based HMO Community Health Choice successfully motivate their at-risk, hard-to-reach diabetic population to close nearly 60% of diabetic care gaps. Download the case study.

 

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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7 Habits of High-Performing Health Plans

7 Habits of High-Performing Health Plans

We talk with dozens of health plans each week, and they consistently speak of three macro trends driving the market today: the shift to value-based care, increased urgency to attract and retain members, and the rise of consumerism in healthcare.

Many plans have recognized that consumers play a central role in all three of those trends, and that their plan’s performance is often tied to how well they engage those consumers. While no plan is perfect, there are some key things that separate high-performing plans from the rest. Here are seven habits we know are critical to success.

#1: Align any consumer engagement strategy with business objectives

Executing an engagement strategy without first determining your business objectives is like setting out on a road trip with no destination in mind. How will you know where you’re going and when you’ve arrived? And what you’ll need along the way?

High-performing plans first identify the business objective (e.g. “close care gaps for our diabetic population” or “improve our Star rating”) and then develop an engagement strategy and key performance indicators (KPIs) to deliver against those objectives.

#2: Prioritize member activities that actually move the needle

Including general wellness activities like exercise in your engagement strategy isn’t a bad idea, but it’s difficult if not impossible to measure the impact they have on quality measures and population health. There are other activities that can make a bigger impact.

High-performing plans prioritize member activities that can help them achieve their business objectives. If you want to close diabetic care gaps, for example, focus on rewarding activities like an eye exam and kidney monitoring. You can still encourage members to engage in healthy behaviors, just make sure you’re putting your money behind the ones that count.

#3: Use segmentation to target engagement efforts

Painting your members with a one-size-fits-all brush might seem efficient from an execution perspective, but it’s ineffective from a performance perspective.

After identifying business objectives and high-value activities, high-performing plans segment the target population into two member groups: compliant and non-compliant. Then, they focus their resources on getting those members to act, while ensuring all members have access to the program.

#4: Leverage incentives, but optimize the reward value

Incentives can be effective in engaging consumers to take care of their health. However, finding the right reward or incentive value involves the Goldilocks principle. If it’s too low, members won’t be motivated. If it’s too high, you could be overspending.

High-performing plans know that some high-value activities have more barriers to completion than others and they align their rewards accordingly, making them “just right.” A colon cancer screening, for example, is more difficult to complete than a flu shot, and should be assigned a more valuable reward.

#5: Use an omni-channel communications approach

Many plans use just one or two channels, like outbound mail and a call center, for member communications. But different members prefer different channels, so there’s a risk those plans aren’t seeing the results they want.

High-performing plans know it’s important to use an omni-channel communications strategy to ensure members can engage using their preferred channels. It’s also important to optimize the channel mix to achieve a balance of cost and response rate. Digital channels like email, for example, are much less costly than a call center, and should be prioritized when they’ll be effective.

#6: Personalize member communications

When you send every member the same content, your message has to be general enough to apply to everyone—meaning it feels personal to no one. Consumers want the same thing from their health plan that they want from every brand or service they engage with: they want to be uniquely seen and understood.

High-performing plans know this and aim to deliver the right content, to the right member, at the right time, in the right channel. Consider setting up triggers around key activities, like when a member needs to complete a specific activity, and distributing that message automatically to create a more personal member experience.

#7: Foster cross-functional alignment around a member-focused strategy

When each department (such as quality, risk adjustment and marketing) has its own goals and objectives, and connects with members independently, it can create a disjointed member experience.

While it can be hard to break down organizational silos and march toward a set of common goals, high-performing plans know these practices are critical to success. One place to start is gaining cross-functional consensus around your plan’s cost drivers and how to best address them, and then pushing those strategies down into each department or team.

To learn more best practices used by high-performing health plans, check out this recorded webinar on “Driving Plan Performance with a Unified Consumer Experience.”

 

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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Are you getting the most out of your member incentives?

Are you getting the most out of your member incentives?

The new economic reality facing health plans today brings myriad challenges, from regulatory compliance to the shift to value-based care to the consumerism of healthcare. Those changes also bring opportunities, but many plans aren’t sure exactly how to take advantage—and leverage member engagement and incentives in a way that’s both effective and compliant.

Something that we often hear from the plans we work with is, “How do we stay on top of ever-changing CMS regulations that dictate how we engage members?”

Not only can it be challenging to understand the nuance of the CMS requirements, it can be difficult to know how much value to assign to a reward or incentive. We’re experts in helping clients determine the optimal values for the specific activities that will help them move the needle on their performance goals.

To learn more about how maximizing member engagement and incentives can help drive plan performance, download our presentation from the 8th Annual HEDIS & Quality Improvement Summit, co-presented by Kristin Gasteazoro, Vice President, Payer Market at NovuHealth and Daniel Weaver, Vice President of Stars Quality at Gateway Health Plan.

Download the presentation to discover:

  • The economic reality facing plans today
  • The challenges impacting Star ratings success
  • How an intelligent engagement program can address those challenges
  • Success stories and best practices
download the presentation

Looking for even more insights and best practices around maximizing member engagement and incentives to help drive plan performance? Contact us to keep the conversation going.

 

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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6 member engagement strategies to improve your MA plan’s Star quality rating

6 member engagement strategies to improve your MA plan’s Star quality rating

Earlier this month, CMS released Medicare Advantage Star ratings for 2019, revealing that most MA plans earned 4 or more Stars.

This confirms what we’ve known to be true for a while: the MA market is competitive—and only getting more so as the years go on.

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Need more proof? Just look at these stats from CMS’ 2019 Star ratings results:

  • 19 MA health plans earned a 5-Star overall rating
  • 74% percent of MA beneficiaries will have access to a 2019 Medicare Advantage plan with 4 or more Stars (slightly more than last year)
  • CMS only identified 4 MA plans that earned 2.5 Stars or lower

No matter where your plan landed on the Star ratings scale this year, the need to keep improving is a business imperative.

Plans below 4 Stars will be edged out of the market as they lose membership and miss out on financial incentives. Plans at or above 4 Stars hold a stronger position; but if they merely rest on their laurels, they could soon lose their top status, as other plans nip at their heels and CMS continues to raise quality cut points.

In both situations, investing in a robust member engagement program to boost quality ratings is what will set successful plans apart as market competition grows stiffer.

That’s why, as member engagement experts with a proven track record of raising Star ratings, we’re sharing 6 strategies your plan can implement today to achieve a truly stellar score—and cement your position as one of the best in the industry.

So, are you ready to raise your Star score? Download our guide: 6 member engagement strategies to improve your MA plan’s Star quality rating.

download the guide

Looking for more? Contact us to learn more about how we tailor rewards and engagement solutions to your member population using the latest in behavioral health science and healthcare data analytics.

 

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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