…3 questions health plans must ask their BPO call center By Carlos Baltodano, Ubiquity Healthcare plans have a tough mandate: to consistently deliver an empathetic and effective service to members that drives satisfaction and retention. Often, you’re supporting a hugely varied membership—not only in terms of health, but also demographic, literacy, mobility and socioeconomic privilege. […]
…Bring empathy to healthcare outsourcing services By Carlos Baltodano, Ubiquity Say you need medical attention—and you have a choice of two equally qualified, competent doctors. Would you choose the doctor who doesn’t take your problem seriously and makes you work to get answers? Or the doctor who really listens to you and makes you feel […]
…For managed care plans focused on improving population health and reducing overall costs, the goal has to be on prevention, not just treatment. One increasingly popular strategy is targeting members based on social determinants of health (SDOH), which accounted for around $2.5 billion in spending between 2017 and 2019, according to a 2020 study. But how […]
…With a growing Spanish-speaking population and CMS putting more weight on member experience, Medicare Advantage plans who tap bilingual agents can provide more efficient and authentic experiences. Managed care experts discuss the importance of bilingual agents—not just a language line—for Medicare Advantage plans to create efficient, authentic experiences for Spanish-speaking members. Medicare Advantage plans are […]
…With competition heating up for Medicare Advantage plans, member support plays an increasingly important role in attracting new members and improving long-term retention. At the same time, 10,000 people turn 65 in the U.S. every day while the number of native Spanish speakers continues to grow. Taken together, these trends underscore the need for plan […]
…In this installment of our CX Innovators blog, TASC’s Director of Customer Experience talks about the vision and tech behind their universal benefits platform, which is transforming CX and helping them respond rapidly to COVID-19. Making tax-advantaged employee benefit accounts easy to use is critical to driving adoption, usage and retention. For Madison, Wis.-based Total […]
…With Medicare and Medicaid spending expected to surge higher over the next decade than in the previous 10 years, the Centers for Medicare & Medicaid Services (CMS) is trying to combat rising costs by helping members improve their health. As part of that effort, in 2018, CMS gave Medicare Advantage plans the green light to significantly expand member […]
…Proactive outreach to members about the new ‘What’s Covered’ Medicare app offers positive moment to improve benefits utilization, satisfaction and loyalty.