To boost CMS star ratings and streamline operations, forward looking health plans are expanding the ways they are capturing, and incorporating into health care operations, the information members provide about how they want to interact with the plan. By leveraging this “digital front door” information, payers can improve their service delivery to members, leading to a more satisfied and engaged customer base.

For plans that want to remain competitive, this is a “must do” and not a “to be considered option”. Not only do patient experience scores comprise a notable portion of the CMS Star rating, health plan members expect personalized experiences. Accenture’s 2022 annual healthcare experience study noted that almost half of people leave their payers because they are dissatisfied with the experience.

In a customer service landscape that is becoming increasingly omnichannel, it is imperative that health insurers gather data on how members prefer to communicate (phone, email, chat, or in-person), their preferred language and even the best times to reach them. By using this actionable information, Commercial and Medicare Advantage plans can tailor their interactions and clinical interventions accordingly. This type of data-driven personalization will make plan members feel valued and will also contribute to better outcomes. Contact Health Chain to learn more about how our data platform and tools can help your health plan implement scalable personalization strategies