Engagement Strategy: Predictive and Personalized Outreach.
One large payer, with nearly 4-MM members who needed to increase member use of their portal and mobile app, employed a CX strategy focused on predictive and personalized outreach to ensure success. Watch this six minute video excerpt from an AHIP presentation featuring Zipari’s CEO and President, Dr. Tabatha Erck, Ed.D., MPA discussing this case study (click on the image).
Click to view six minute video
Members engage more when value-based communications are Patient-Centric, Predictive, and Personalized.
Don’t just take it from us though, Research indicates that “personalized care delivery can optimize health outcomes, strengthen provider-patient relationships and reduce healthcare costs. This patient-centric approach leverages individualized health information to enable more effective disease prevention and health management strategies.” Source: 5 Leading Healthcare Trends for 2023.
Zipari has also conducted our own research, which found personalized experiences significantly increase engagement.
In the above Zipari survey, we directly asked consumers what would increase their health plan engagement, and about 70% of Medicaid and Medicare members responded with shorter hold times. The case study outlined in the above video and below, illustrates how building digital engagement can greatly reduce incoming calls, and thus help build member satisfaction and ratings. (Not to mention cut costs.)
Additionally, the other three of the top four responses were not far behind, with the results all favoring personalized experiences. Over 60% of Medicaid members endorsed receiving outreach only via self-selected, preferred channels, as well as receiving personalized information/recommendations, plus they preferred service reps who immediately had their personal information. This means they would be more motivated to engage more frequently with their health plans if this were the case. These trends were very similar to our survey results in the Commercial and Medicare markets.
Overall, we are seeing that omnichannel communication is very important to members’ experiences with their health plans across all markets, and so is a personalized experience.
Here’s the case study in writing:
Case Study: Health Plan Boosts Engagement & Cuts Costs with New Digital Experience:
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About Zipari: Zipari specializes in serving health plans, payers and TPAs with health insurtech solutions that enable health plans to drive highest-value customer engagement actions while streamlining back-office workflows. We are passionately focused on making your job easier end-to-end through a comprehensive suite of powerful tools— from selling plans to onboarding members, to customer service and closing care gaps. Zipari’s nimble, innovative technology solutions give you a competitive advantage with options for every customer you’re serving – from plan shoppers and members, to brokers, employers, and providers.
