Motivated and engaged Medicare members often have better outcomes, generating lower cost burdens for plans. But it’s not easy to keep them involved in their health journey.
Research from J.D. Power shows a steady decline in member satisfaction: Only 38% of first-year members and 45% of established members report that their plan meets expectations. Give your members more and empower them to take an active role in their health. Take small steps now to boost long-term satisfaction and health outcomes — and give your plan a lift in its star ratings and Healthcare Effectiveness Data and Information Set (HEDIS) scores.
What’s the best way to communicate with Medicare members?
Communication should be consistent and relevant. If Medicare members don’t hear from you, it’s hard to grow engagement, let alone encourage activation. Increase touch points, from onboarding to post-care discharge, to build trust, stay connected and close care gaps.
Empathetic outreach gives members the support they need. Build your approach around three pillars.
1. Onboarding communication
Transparent and compassionate communication helps members see you as a trusted partner in their health journey. When members enroll, engage them from the start. Take this time to encourage them to use your portal and recommend benefits to close care gaps, such as connecting them with:
- Physicians and pharmacies
- Mental health services
- Chronic disease management programs
2. Regular check-ins
Make communication a habit. Touch base with Medicare members using their preferred channels. Some may be digital-savvy, while others aren’t. Choose the most relevant medium(s):
- Member portal
- Phone
3. Post-care interactions
Follow up after members are discharged from major medical visits to maintain the trust you’ve built and help them follow treatment plans. One-to-one, personalized communications reduce the risk of readmission and help individuals maintain care continuity by offering support with:
- Medication adherence
- Follow-up visits
- Home health assistance
How can plans make health care more personal?
Gaining the trust of your members isn’t easy. It’s been eroding over time, accelerated by disinformation. The Edelman Trust Barometer Special Report: Trust and Health found that 52% of people are losing trust in the U.S. health care system due to division on key health issues. One-on-one interactions centered around transparency and empathy can repair distrust. But you need to be in tune with your members to be effective, and that’s a two-way street.
Member data
Maintain key information about Medicare members to best serve their needs. These records can go well beyond their health conditions and activities to include obstacles, such as nonmedical drivers of health (NMDOH), that are standing in the way of proper care.
Well-trained customer care staff
Make compassion the center of your approach, with staff members who echo this mission. By listening to member needs, your team can personalize every interaction to educate, inform and motivate members.
By leveraging data and staff, you can rebuild and establish trust. When members trust your plan, they’ll be more likely to:
- Get preventive screenings.
- Adhere to treatment plans.
- Use plan programming.
Why does member health literacy matter?
One of the biggest issues with Medicare member engagement and motivation is a lack of understanding. The U.S. Centers for Disease Control and Prevention reported that nearly 9 out of 10 adults struggle with health literacy, but that greater understanding could prevent almost 1 million hospital visits and save up to $25 billion a year.
Making strides in health literacy should be part of your engagement strategy because educated members are healthier members. With a better understanding of medical terms, policies and benefits, Medicare members are more motivated to manage their care and:
- Make appointments.
- Fill prescriptions.
- Attend physical therapy.
How can plans create connections to activate members?
Members who feel the weight of mounting NMDOH needs disengage due to a lack of social support, causing them to pull away from care plans. This group often has chronic diseases and mental health struggles, which contribute to higher care costs. Restoring those connections and building trust helps them feel supported and equipped to manage their needs.
Activation program
Activate plan members by balancing human connection with helpful resources. Lay the groundwork by forming a compassionate team capable of discussing member needs and providing support without judgment. You can also offer access to technology and services that connect Medicare members with resources at their fingertips, such as:
- Screenings
- Information
- Positive reinforcement
How do you complete your member activation puzzle?
It takes intentional service to activate Medicare members toward managing and improving their health. The pieces, from personalized communication to supporting health literacy, are ready — you just have to put them together!
Pyx Health makes it simple by combining empathetic care coordinators with technology to fill care gaps and support members for the long haul. We even offer access to a food box delivery program to provide relevant health literacy support materials and encourage members to pursue necessary care. Subscribe to our blog now to learn more about member engagement and activation.
