TAKE THE QUIZ: How does your member engagement strategy stack up?

TAKE THE QUIZ: How does your member engagement strategy stack up?

Member engagement is a top imperative for health plans, and for good reason. Unengaged members can threaten quality ratings, hurt retention, limit accurate risk adjustment and hinder growth. When members are actively engaged, on the other hand, they can drive plan performance, satisfaction and retention—giving you a competitive edge.

How you reach and motivate members is critically important. To see how your strategy stacks up (and where you need to improve), take this short quiz.

TAKE THE SHORT QUIZ <https://novuhealth.outgrow.us/engagement_quiz data-recalc-dims="/>

Wondering just how much unengaged members can impact your plan’s performance (and your bottom line)? Check out our blog post on the high price of low member engagement. To see how leading plans approach member engagement, read up on the 7 habits of high-performing health plans.

 

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 novuhealth.com.

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The potentially high price of low member engagement

The potentially high price of low member engagement

Consumer engagement is currently one of the most talked-about topics in healthcare, and not just among marketing or member retention teams. Financial decision-makers are making it a priority as well.

In fact, a recent survey from the Deloitte Center for Health Solutions found that consumer engagement is the top priority risk among healthcare CFOs, with 58 percent ranking it above other key concerns such as cybersecurity and the transition to value-based care.

While this focus from the CFO may seem somewhat surprising, it actually makes sense considering that poor member engagement can significantly impact an organization’s bottom line.

4 key ways unengaged members impact a health plan’s bottom line

For Medicare Advantage plans, unengaged members threaten Star ratings—and the plan’s financial health.

Based on our work with more than 40 plans and nearly 15 million members, we find that if even a fraction of members are unengaged, it can mean the difference between a plan maintaining a high Star rating and falling back to a level that doesn’t earn quality bonus payments from CMS. Depending on the plan, that could translate to millions of dollars.

Unengaged members limit accurate risk adjustment.

On average, one in five plan members is not accurately risk adjusted. Unengaged members who don’t visit the doctor have not had the opportunity to be fully evaluated for all of their chronic health conditions, and may be coded incompletely or inaccurately. That means members aren’t getting the care they need, and it can also cost millions in risk adjustment revenue for the plan.

Unengaged members negatively impact retention.

Based on data from the Medicare plans we worked with in 2018, actively engaged members churned at a rate of just 2.5% compared to an 8.3% churn rate for non-engaged members. Put another way, unengaged members were more than 3X more likely to churn than engaged members. And as financial decision-makers know all too well, member churn hurts profitability.

Similarly, unengaged members can hamper growth.

The “big five” health plans (UnitedHealth Group, Anthem, Aetna, Cigna and Humana) hold a 60% share of Medicare Advantage enrollment nationwide, while accounting for 86% of total net enrollment growth from 2015 to 2018. This makes it harder and harder for other plans to attract new members. In this scenario, successfully engaging members means giving them fewer reasons to shop around.

Given the significant impact consumer engagement can have on a health plan’s bottom line, it’s no wonder CFOs are taking notice. And beyond the CFO, plan leaders in many departments are taking notice—recognizing that using the same one-size-fits-all member engagement strategy isn’t going to cut it any longer.

To effectively address consumer engagement, high-performing health plans are leveraging several proven consumer marketing best practices, including:

– Focusing on the member populations that will deliver the biggest impact

– Prioritizing the healthcare activities that improve member health and align with plan business objectives

– Personalizing the approach to deliver the right message at the right time in the right channel to each member

– Using optimized rewards and incentives to inspire action and build trust

– Measuring engagement program performance regularly and adjusting as needed

Taking a page from the consumer brand playbook

Other consumer brands, such as Starbucks, Target and Zappos, have already figured this out. They approach consumer engagement with these loyalty marketing and behavioral science best practices—using meaningful incentives and personalized experiences to build lasting relationships.

But the rise of the consumer no longer only applies to only industries such as retail or services—it now includes healthcare as well. It’s been said for years that health plans need to start seeing members as consumers, and as each day passes it becomes more and more true.

In order for plans to win and be successful under today’s new consumer-driven paradigm, they need to take a page from the retail industry’s consumer marketing playbook and build member engagement strategies around best practices. Only then will they be in a position to see consumer engagement as a strategic business advantage rather than an organizational risk.

 

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 novuhealth.com.

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5 Tips for engaging and motivating the Mom & Baby Medicaid population

5 Tips for engaging and motivating the Mom & Baby Medicaid population

Research shows that early and regular prenatal care leads to improved birth outcomes, but for Medicaid members, social determinants of health (SDoH) can create barriers between pregnant women and the care they need.

Early (and frequent) engagement can make all the difference for moms-to-be and their babies, as well as health plan performance and cost management—especially given the timeliness requirements around the prenatal, postpartum and well-child HEDIS measures.

Download our engagement guide to get 5 tips for successfully engaging and motivating the Mom & Baby population.

DOWNLOAD THE GUIDE  <https://www.novu.com/corporate/resources/5-tips-for-engaging-and-motivating-the-mom-baby-medicaid-population data-recalc-dims="/>

At NovuHealth, we’ve worked with several plans across multiple states, engaging moms-to-be with timely, actionable communications and motivating them with meaningful rewards. Check out our Mom & Baby Engagement Solution to learn how we’ve helped deliver results.

About NovuHealth
NovuHealth is the leading healthcare consumer engagement company, driven to improve consumer health and health plan performance. Combining its sophisticated engagement engine with proven loyalty and data science strategies, plus deep industry and regulatory expertise, NovuHealth motivates consumers to complete high-value healthcare activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 10 million consumers across all 50 states. Learn more at novuhealth.com.

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Introducing NovuHealth’s Medicaid Member Engagement Solution

Introducing NovuHealth’s Medicaid Member Engagement Solution

Reaching Medicaid members and motivating them to participate in their own care can be a challenge—especially when you have limited or outdated contact information and your members have complex care needs, fluctuating eligibility, and are impacted by social determinants of health (SDoH). But that doesn’t mean it’s impossible.

Most plans use a one-size-fits-all engagement approach, but members—especially in a Medicaid population—aren’t one size. With Medicaid membership growing, costs rising, and budgets and resources getting tighter, you can’t afford to treat everyone the same way.

A personalized approach to engaging hard-to-reach populations

NovuHealth’s Medicaid Member Engagement Solution delivers personalized content and incentives that motivate members to complete the healthcare activities that can improve plan performance and member health and satisfaction.

Unlike one-size-fits-all member engagement, NovuHealth’s solution creates a highly personalized experience by tailoring content, channels and incentives to each member’s needs and applies proven loyalty and data science strategies to optimize segmentation, engagement and results.

We help health plans engage and motivate the most complex and challenging Medicaid populations, including:

  • Mom & Baby
  • Dual SNPs
  • Members with diabetes
  • Members with chronic conditions
  • Children & adolescents
  • …and more

To learn more about NovuHealth’s Medicaid Member Engagement Solution, check out the solution webpage or read the press release.

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 more than 25 million consumers across all 50 states. Learn more at novuhealth.com.

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Calculate how much risk adjustment revenue you could be missing

Calculate how much risk adjustment revenue you could be missing

Based on our calculations, approximately 20 percent of members in a given population aren’t accurately risk adjusted. Which is surprising given the investment health plans have made in solutions like chart-chasing, in-home visits and data mining.

Here’s the thing: those efforts are only as productive as the members who go to the doctor, and the quality of those visits once they do. When you consider the value of each hierarchical condition category (HCC), and the average number of HCCs per member, the members who aren’t getting accurately coded could be costing you. Use the calculator below to find out approximately how much revenue you might be missing.

Annual Wellness Visits (AWVs) are a key opportunity to identify HCCs, which help determine risk adjustment payments from CMS. If your members aren’t going to their providers, your current approaches won’t help.

At NovuHealth, we take a member-centric approach to risk adjustment by motivating the members who need to be coded and empowering them to have a more productive AWV with their physician. It’s a fundamental shift in how plans capture risk adjustment revenue, but it can also make your existing efforts more accurate and productive.

To learn more about how member engagement can help optimize your current risk adjustment approach, and to get 5 effective strategies for reducing unknown risk, download our presentation from RISE Nashville.

GET THE SLIDES  <https://www.novu.com/corporate/resources/why-risk-adjustment-is-an-engagement-problem-not-a-data-problem data-recalc-dims="/>

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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