Fifty-four (54) percent of beneficiaries of Medicare Advantage believe their health plan is working with them to limit out-of-pocket spending, according to a new JD Power consumer survey. This survey was the focus of a recent HealthPayerIntelligence article on customer satisfaction with Medicare Advantage plans.
“Medicare Advantage satisfaction as a whole dropped slightly from 2017 to 2018, JD Power found. On a 1000-point scale, Medicare Advantage satisfaction scores for all plans fell from 799 to 794,” writes Thomas Beaton.
While satisfaction declined slightly, providers are also presented with an opportunity. The survey found that the Medicare Advantage market is on the rise, with a growth of 7.5% year-over-year, with more than 1.5 million new beneficiaries.
As technology availability and communication options increase, providers have ample opportunity to connect with their consumers in a way that works for all sides.
HealthMine’s recent survey of 500 Medicare Advantage plan consumers echoed the findings of the JD Power survey. 11% of Medicare plan members believe they are informed about how to lower health care costs, while 47% desire more information on this topic.
Providers are trying their best to make use of the tools at their disposal, and their consumers are hungry for more information – and technology helps bridge that gap. As Beaton writes, “Customer service support tools and digital solutions could help payers tailor their member engagement strategies to provide quick and comprehensive customer support, benefits information, and enrollment guidance to beneficiaries.”