Use Your Healthcare Enterprise Management Platform to Achieve High-Touch Member Engagement
By David J. Sand, MD, MBA, Chief Medical Officer at ZeOmega
People are often frustrated with their health insurance company yet have limited opportunity to express this frustration outside of a specific instance in which they want a service or item covered. Of course, we can — and often do — survey members, but do we listen and pay attention to the responses we receive and carry that knowledge forward? Without listening properly and taking actions based on member responses, case managers, HEDIS staff, specialty vendors, and other critical stakeholders run the risk of creating significant member abrasion by creating the perception that you’ve already asked the questions but ignored the members’ answers.
To truly provide the concierge experience and successfully engage your members, your associates need to have as much information as possible about the member while they are in the process of working with that member. The vast majority of this information comes from an enterprise management platform. Additional pieces of information may come from integration with vendor systems, CRMs, and other point solutions. The critical point is that the management platform is the single source of truth and provides not only the richest source of information, but also the necessary tools to act on that information effectively and efficiently. No specialty vendor can credibly make a representation otherwise.
Your Healthcare Enterprise Management platform provides your clinical staff and customer service representatives with the information they need to:
- Close Quality gaps
- Understand the programs in which your members are already enrolled, those they have declined, and avoid asking the same questions again
- Engage members according to their preferences
- See additional options available which may be of benefit. Examples of these options include social assistance resources or medically tailored, home-delivered meals after a hospitalization. No CRM or point solution can do this.
The right healthcare enterprise management platform ensures its value by leveraging powerful data that can streamline your efforts.
Years ago, I worked with a Pulitzer Prize winning journalist at the Wall Street Journal. Even he was astounded by how much data we had in just the claims files. Back then, our ability to ingest, clean, normalize, and aggregate data from myriad sources was limited, as was the available data. Today, it’s a very different story. We literally have more data than we know what to do with. Our ability to leverage these data is limited only by our curiosity and imagination. A health plan is a living organism — whatever happens in one area has effects across the entire enterprise. An enterprise management platform that tightly integrates health plan functions is essential to making full use of the information gained from synthesizing these data points.
This tight functional integration can only be obtained with an enterprise management platform that is specifically designed for health care. If you invest in a platform that’s not designed for health care, you will find many of the functions of the enterprise are divided among various vendors. And if the vendor running the show has no pedigree in health care at all, the more fractured and less valuable the information becomes. Healthcare enterprises have seen entrants from unrelated verticals who believe they can piece together solutions, but in reality, they leave the integration burden to the client. Many of these entrants do well in their own spaces yet lack the experience gained from decades of doing business in the extremely complex healthcare space.
Having the most comprehensive and trustworthy information about your members shows them you really do care and have listened. In an increasingly complex and technological healthcare system, the ability to provide the “high-tech, high-touch” concierge member experience is dependent on a cohesive and fully integrated enterprise management platform — designed by healthcare experts — to keep all that information at your fingertips.
Contact ZeOmega to see how Jiva, our healthcare enterprise management platform, can help your organization provide an unparalleled member experience.
Dr. Sand is a board-certified otolaryngologist-head & neck surgeon. After dedicating 12 years to a solo clinical practice, he transitioned to become the chief medical officer of Permedion, a URAC-accredited IRO in Ohio and HMS, a national program integrity vendor to 46 different state Medicaid agencies and the CMS. Since then, Dr. Sand has served as chief medical officer in multiple Medicare Advantage and Medicaid health plans. Most recently he was chief medical officer of Care N’ Care, a provider-owned Medicare Advantage Plan in Texas, and as the national chief medical officer for Medicare for Anthem BCBS.
Participating on the board of the National Association of Independent Review Organizations (NAIRO) and the American Diabetes Association, Dr. Sand has also been a Fellow of the American College of Surgeons, the American Institute of Healthcare Quality, the Institute of Medicine of Chicago, and the American Academy of Facial Plastic and Reconstructive Surgery. He has also spoken nationally on fraud, waste and abuse, palliative and end of life care, and quality improvement.
Dr. Sand received his Bachelor of Science and MD degrees from Brown University in Providence, RI, and his MBA with honors from Regis University in Denver, CO. He served his surgical internship at Pennsylvania Hospital in Philadelphia and his otolaryngology residency at Temple University Hospital in Philadelphia.