Webinar: Understanding Your Medicaid and Dual-Eligible Members as Consumers - What Matters Most Today

Understanding What Matters Most to Medicaid and Dual-Eligible Beneficiaries

Overview

The webinar focuses on the latest survey insights into Medicaid and dual-eligible members. With nearly 3,000 consumers surveyed, the findings highlight key drivers of satisfaction and areas for improvement. This session aims to provide actionable guidance for health plans to enhance member experiences and satisfaction.

Key Findings

• High Satisfaction Levels: Medicaid and dual-eligible members report the highest satisfaction levels compared to other insurance types.
• Customer Service Matters: Customer service now ranks among the top three factors impacting member satisfaction.
• Communication Preferences: Adhering to members' communication preferences significantly boosts satisfaction.
• Personalized Services: Members expect health plans to leverage SDOH (social determinants of health) data to deliver personalized services.
• Trust vs. Blame: Members trust health plans to manage their health insurance but are quick to blame them for high healthcare costs.

Survey Highlights

• Consumer Insights: The survey included participants across various health plans, age groups, and those with and without care managers.
• Comparison with 2019 Data: The 2023 survey results were compared with those from 2019, revealing shifts in member priorities, especially in customer service.
• Generational Differences: Significant differences in expectations and satisfaction levels across age groups.

Current Industry Dynamics

Christine Davis and Jenny Giuliani discuss the perfect storm of factors driving increased consumerism in healthcare:

1. Historical Lag in Healthcare IT: Historically, healthcare has lagged behind other industries in digital investments.
2. Post-COVID Expectations: The pandemic accelerated consumer expectations for healthcare experiences similar to retail experiences.
3. Rising Costs: With rising healthcare costs, members seek more value from their health plans.
4. Increased Competition: The market is becoming more competitive, with new entrants and more Medicare Advantage plans available.

Regulatory Pressures

Jenny Giuliani emphasizes the impact of regulatory changes and the importance of documenting efforts to provide equitable health services. Health plans must adapt to omnichannel communication strategies to effectively reach diverse member populations.

Actionable Guidance

• Improving Member Satisfaction: Practical steps for health plans to leverage today's insights and technology to f.
• Adapting to New Communication Methods: Exploring innovative ways to engage with members beyond traditional methods.

HealthEdge encourages health plans to use the survey findings to drive improvements and foster better relationships with Medicaid and dual-eligible members. Stay informed and proactive in addressing the evolving needs of these populations to provide exceptional service and care.

For a deeper understanding of how to enhance member satisfaction and adapt to changing expectations, be sure to engage with Health Edge's resources and expert team.