The COVID-19 pandemic has transformed every industry – especially healthcare. Health plans, providers, and partners must work together to deliver scalable, affordable, and continuous whole person care in 2021 and beyond. In a recent presentation at Strategic Solution Network’s Whole Person Care Summit, EVP of Consulting & Professional Services Melissa Smith provides an actionable overview of using digital tools for post-pandemic engagement.
Melissa explains how technology and data aggregation can empower the right members to take the right actions at the right time – all the time. She speaks on the evolution of member engagement and reiterates that we are living in a time when people are relying on technology more than ever before. Individuals’ receptivity to technology today means that plans have the opportunity to harness digital engagement to create mass personalization at scale well beyond the pandemic.
The robust use of telehealth over the past year has provided this industry momentum to move forward into the digital space. Melissa’s presentation offers advice for how plans can bridge the gap from paper and old-school phone campaigns to an omnichannel, digital-first approach to member engagement. “Clinical and pharmacy gaps are just table stakes,” Melissa suggests. “Now, [plans] will be expected to build multi-purpose outreaches, well-coordinated activities that members will love and will keep them attached going forward.”
Digital engagement can be used as a bridge to all members. This presentation explains how plans can use technology to reach the majority of members through multiple digital spheres, (e.g., SMS/text, email, web) in addition to traditional models (e.g., telephonic/IVR and mail) to reach 100% of members, 100% of the time.
Other topics of discussion include:
- Survey results on which areas MA Plans need to evolve the most to succeed
- The importance of using clinical and non-clinical data to drive digital engagement
- Creating a complete member record through “whole person” data synchronization
- The move from transactional engagement to relational engagement to succeed in the next evolution of the healthcare industry
- How to use digital engagement tools to save costs and drive profitability
This must-see presentation addresses timely engagement best practices that will shape the future of member satisfaction and retention in a post-pandemic world. We don’t want you to miss it! Access the full video at the link below.