The state of affairs is dire: 15 million Medicaid members may lose protection because of Medicaid unwinding, and hospitals probably face a wave of newly uninsured sufferers.

The COVID-19 public well being emergency raised whole Medicaid and CHIP enrollment by 20.6 million. Congress not too long ago decoupled this provision, requiring states to renew common redeterminations as of April 1. State businesses and well being insurers are actually scrambling, and the stakes are excessive.

The Position Of Failed Member Engagement

Redeterminations spotlight a key problem in our healthcare system — successfully reaching members the place they’re and getting them the data they want. Forrester knowledge paints a transparent picture of the issue with member engagement: 41% of shoppers want that their insurer would do extra to assist them perceive their advantages, and 31% point out that their insurer’s web site is difficult to navigate. What’s clear is that there’s work to be accomplished. Digital groups have to develop instruments and techniques to assist members navigate their medical health insurance, discover the protection they want, and profit from their advantages.

Up The Ante On Member Engagement

In just a few months, we shall be kicking off new analysis on member engagement platforms, however first, we wished to share just a few ideas that well being insurers ought to consider for member engagement success:

• Engagement is steady, not simply an enrollment occasion. Engagement all through the member lifecycle is essential, not simply on the level of open enrollment. Actually, solely specializing in engagement throughout enrollment units payers up for failure. Why? A scarcity of member knowledge and incomplete member profiles leaves insurers with out an understanding of how they should attain their members and thru which channels.
• Bodily channels can push members to interact digitally. Print nonetheless issues. Using bodily channels to fulfill members the place they’re and to nudge them to interact digitally can have a number of advantages, together with extra correct member knowledge assortment. Think about mailing a Medicaid member a printed pamphlet in regards to the upcoming redetermination with a QR code that they will scan to begin the method.
• Suppose outdoors conventional touchpoints to fulfill members the place they’re. Embedding vital info in a member’s day-to-day routine can eradicate friction from the member journey and enhance engagement. Perceive these routines and strategically ship info in these settings. Accessibility of related info is vital.

Keep tuned for our analysis on member engagement. Within the meantime, in case you are a subject skilled in member engagement, ship us an electronic mail — we might love to speak!