Are you providing a superior and personalized member experience?
Do you know what your members are expecting from your company and what their individual preferences and needs are?
Market Realities:
- 85% of consumers describe their relationship with their insurer as adversarial.
- Members whose satisfaction with their insurer was 75% or higher were roughly 60% more likely to recommend their insurer to others than those with an average level of satisfaction.
- 38% of consumers leave a company soon after experiencing a broken promise.
- Over 90% of members who receive at least monthly communication from their health plan report that their health plan needs are being met.
- 63% of members prefer to learn about their health plan via email, 46% via phone, and 32% through the plan’s website.
- 40% of plan members under the age of 35 prefer to use the Internet, Chat and SMS when communicating with their health plan.
What actions are required to effectively engage with your members? What are the individual needs and communication preferences of your members? VistaBPO's robust consumer engagement programs exceed your members customer service expectations and helps improve your bottom line.
Contact VistaBPO to find out how our consumer engagement programs can increase your overall member satisfaction rates.
Do you know the reasons why members leave your health plan? Do you know what makes them stay and what they want, need, and expect from your plans?
Market Realities:
- Members need help understanding their health plans:
- 86% can’t explain their deductibles, co-payments, coinsurance, and out of pocket maximums.
- 9% leave a plan because a claim is denied, and they don't understand why.
- People want to hear from their health plans — 90% of members who receive at least positive monthly communication have a higher rate of satisfaction.
- Consumers want great service — 82% have stopped doing business with a company because of a negative experience.
- Members need help finding the right PCP — 8% percent leave their plans because they can’t find a suitable provider within 15 miles of their home.
What do you need to do to improve your retention rates? VistaBPO can help you understand the root causes for dis-enrollment from your plan. We gather and integrate extensive data to help you get to the heart of what your members want and the reasons why they leave.
Find out how VistaBPO retention and member engagement solutions can benefit your organization
How well do you know your prospective customers and are you using that information to effectively engage and secure new members?
Are you applying the right strategies?
Market Realities:
- 80% of direct group inquiries are currently uninsured and do not have a broker relationship.
- Approximately 65% of people shopping for health insurance qualify for a subsidy and 35% who contact a health plan directly qualify for a subsidy or Medicaid.
- 27% of people shopping for insurance will visit a company website and utilize tools before making an enrollment choice.
- Roughly 22% of potential new members have recently lost their job.
When you know who your prospective customers are, you can then provide the tools and information needed to acquire and begin building a long term relationship.
Learn how VistaBPO can benefit your organization by designing a Member Acquisition program
exclusively for you prospective member population.