How health plans can increase member satisfaction and engagement using digital care management
Healthcare consumers are demanding more from their health plans. Personalized experiences are becoming the gold standard across industries. Many health plans are turning to digital health solutions to improve member satisfaction and engagement by tailoring healthcare delivery based on individual needs. So how can your health plan take full advantage of your technology investments to better support your members and increase engagement?
The Rising Expectations of Healthcare Consumers
Today’s healthcare consumers are not passive recipients of care services—they want to be active participants in their own health and wellness. Personalized and proactive outreach can build member trust and lead to stronger member relationships. According to the 2024 HealthEdge® Consumer Survey, members said personalization, transparency, and convenience mattered most in experiences with their health plans.
To remain competitive, health plans must adapt to these evolving consumer needs. Digital health solutions enable care teams to reach more members in less time, improving clinical outcomes and reducing costs. The Wellframe digital care management platform is designed to provide personalized healthcare experiences through one convenient channel.
Intuitive, Accessible Engagement with Digital Care Management
Digital care management uses technology to extend the reach of care managers and streamline care delivery. Historically, health plans relied on telephonic outreach to conduct surveys and follow up after appointments. But phone calls can take a lot of time and aren’t always accessible for members. With digital care management, care teams can deliver personalized care and support to more members in less time via asynchronous communication, like HIPAA-compliant messaging. They can also send digital surveys for members to answer on their smartphones, which gives members more privacy to answer personal health questions without feeling rushed.
With digital care management solutions like Wellframe, care teams and health plans can provide intuitive and accessible engagement opportunities as well as enhance personalization. Members can easily connect with their health plan and manage their health through a user-friendly mobile app. This accessibility is crucial in today’s digital age, where convenience and ease of use are paramount. Plus, members enrolled in digital care programs receive tailored content and proactive health reminders that ensure they feel supported throughout their health journey.
Improve Retention and Quality Scores Through Member Satisfaction
When members are happy with their health plans, they are less likely to switch insurance providers—reducing the costs associated with acquiring new members. Digital care management can help increase the effectiveness of healthcare interventions, empowering members and improving their experiences. Better experiences can lead to better satisfaction rates and higher quality scores, which can improve health plan ratings and make them more attractive to new members.
When it comes to serving Medicare members, achieving high member satisfaction is critical for achieving high CAHPS scores, which contribute to a plan’s Star Rating. Improving Star Ratings has significant financial benefits, including federal bonus payments and increased member enrollment and retention.
High rates of member satisfaction can also be leveraged for marketing purposes, helping to attract and retain member—and employer groups—across populations. According to the HealthEdge® 2024 Consumer Survey, one-third of respondents said they are “likely” or “very likely” to switch health plans in the next year. To avoid losing existing members, health plans must prioritize member engagement and satisfaction.
Key Performance Metrics to Assess Member Satisfaction
Wellframe’s digital care management platform delivers significant value to health plans looking to enhance the member experience. Here are a few ways the platform has demonstrated impressive results when it comes to improving member satisfaction and engagement.
- App Store rating: The Wellframe app has a 4.7 of 5-star rating in the mobile app store, indicating that members are satisfied with the features and usability of the platform.
- Onboarding rate: More than 50% of members who are invited to the app by their care managers fully complete the in-app onboarding process, which demonstrates the platforms effectiveness in engaging new members and the relevance of its content.
- Increased touchpoints: On average, members enrolled in a digital care program on the Wellframe platform averaged 258 touchpoints per case—many of which were to access self-service resources.
- Benefits utilization: Members in Wellframe’s Maternal Health digital care program reported significantly higher prenatal visits during the last trimester than those enrolled in traditional care management, along with a decrease in emergency department admissions.
In an increasingly competitive healthcare landscape, member satisfaction is paramount. Wellframe’s digital care management platform offers health plans a way to differentiate themselves by providing a seamless digital experience and personalized interactions. By leveraging digital care management, health plans can improve member satisfaction, retention, and acquisition, ultimately leading to higher quality scores and financial gains.
Ready to transform your member experience? Explore the benefits of Wellframe’s digital care management platform and start driving higher satisfaction and engagement. Read our blog, 4 Best Practices to Drive Member Engagement in Digital Care Programs.
