- lessons of health insurance exchanges to date
Guest post by John Shagoury, President and Chief Executive Officer, Eliza Corporation
number of newly registered persons in health insurance: an estimated 8 million
number of new members who have yet to pay the dues of their first month .. about one in five
lessons learned to date of the exchange market :. countless
although much of this is new to us, as we bring some perspective (in the form of more than one billion interactions with real people) how data can help predict how consumers will engage in their health and benefits, and communication strategies that enable them to make better decisions about their health. We share some of these ideas below
health literacy address early and often: A recent article in The Atlantic cites that 35 percent of Americans - particularly among groups who qualify. coverage under the new laws - have only basic literacy or below basic health. For customers of health plans, low health literacy results in frustration member countries flooded the call centers and dissatisfaction with the brand. We have seen in our own data, too. In sensitizing people about their coverage, we found that more than half of the members who were to return a form to keep their insurance admitted they could not find the form. Meanwhile, 75 percent of members who have offered a transfer for more information on their acceptance coverage, and 67 percent of respondents said they intended to mail that form before the deadline to keep their coverage. He just took a proactive push to get there
Using data to predict outcomes. In this new environment, healthcare organizations need a new way to understand which segments of the population will need more help, the more urgent. We help leverage data to make these predictions. For example, our vulnerability index - which identifies members who are struggling with life context issues such as caregiving or financial stress - is strongly predictive of health status. People who judge high on this index are 2.6 times more likely to have diabetes-related complaints, four times more likely to be at the top 5 percent of spenders and 23 percent less likely to their high satisfaction marks regimes.
This unique data assets enables our customers to reach the most vulnerable members before the first complaint or satisfaction survey has - helping prioritize awareness of preventive health or promote useful resources as an employee assistance program. Many members for the first time do not even know about resources like these, which can not only stimulate participation, but also add value to the organization in the eyes of these new members
Become a trusted advisor. Build a relationship - especially with people who are new on the market - takes time. In our experience, however, health care organizations which undertake to provide relevant information consistently when and how people need it most - whether through proactive phone calls, mobile messaging, social networks, agents living who know the ins and outs of the system or another broadcast channel -. enjoy better results
For example, we help our health plans to develop communication strategies that engage people at key points on topics such as preventive screenings, management of the state, satisfaction surveys, membership, post-hospital discharge, the use of emergency rooms and other topics that the success of a health care organization is measured. The results include higher preventive screening rates and lower operating costs than people make more intelligent use of choice. Perhaps most tellingly, one of our customers have seen an increase of 85 percent Net Promoter Score base after the launch of personalized awareness around women's health.
Whatever your role in this new market, the risk is great. But for organizations that adopt an approach based on data and people engage in effective ways over time, the rewards in terms of happier population health are even greater.
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Eliza Corporation ( "Eliza") is devoted to making people happier, healthier and more productive. The pioneer and recognized leader in health management commitment, Eliza attracts more than one billion interactions with people about their health, and blends business intelligence, technology and expertise of the communication to improve care experiences, reduce costs and the health of the population in advance.
Each program is powered by analyzes based commitment-Eliza and segmentation of the population, and delivered via our patented speech recognition technology, rich web and multi platform distribution -channel (including automated calls, emails, text messages, email, social and mobile interactions). These programs always work best in the industry in terms of increased engagement, health and welfare measures, and return on sustainable investment.
For more information, please visit www.elizacorp.com.
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