Rebuilding the Healthcare Consumer Experience With a Focus on Trust, Satisfaction
The COVID-19 pandemic has shifted consumer expectations and behavior in just about every facet of life—from ordering groceries to conducting business meetings to scheduling appointments. Changes in the healthcare consumer experience are especially striking: More than...
HEDIS Engagement: Root Causes of Appointment Refusals and How to Change a No to a Yes
Carenet Health HEDIS engagement teams have been helping health plans and providers connect with patients about closing their gaps in care for more than 15 years. We’re written best-practice guides about the topic, and covered the “how” and “why” of HEDIS (and CMS...
7 Strategies to Help Health Plans Deliver Great Member Service—Even When Staffing Can’t Match Demand
You may have seen the signs at restaurants and retail stores lately, asking for patience when it comes to service levels. But health plans can’t simply hang a sign on a door and hope for the best. Members can’t (and shouldn’t) put medical needs on hold, and they’re...
Focus on Health Plan Member Experience Supports Star Ratings Increase and $20M in Additional Revenue
This Medicare Advantage case study offers insights into better engagement design and its role in increasing health plan member satisfaction. It’s easy to say you’re dedicated to an exceptional consumer experience but delivering on the promise can often be a struggle,...
Co-Sourcing Strategy Meets Rising Service Demands, Exceeds Member Satisfaction Trends
Download our case study to discover how one health plan transformed its workforce model to cost-effectively deliver member support during a period of intense growth. A Fortune 500 health plan was focused on creating exceptional consumer experiences. But customer...
How Strong Is Your Healthcare Engagement Contact Strategy?
Carenet Health pulls back the curtain on what it takes to design a successful contact strategy—so you can see how your tactics compare. Targeted outreach by phone remains a critical part of any healthcare organization’s toolbox. And a robust healthcare engagement...
Health Plan Member Satisfaction: Are You Just an Information Provider or Are You Building Trust?
In today’s marketplace that is intently focused on member satisfaction, health plans—particularly Medicare Advantage plans concerned about Star ratings—may want to ask themselves: “Am I really building trust with my member engagement strategies? Or am I just pushing...