{"id":21269,"date":"2020-12-04T16:53:58","date_gmt":"2020-12-04T11:23:58","guid":{"rendered":"https:\/\/mobisoftinfotech.com\/resources\/?p=21269"},"modified":"2025-11-23T13:30:10","modified_gmt":"2025-11-23T08:00:10","slug":"digital-self-service-options-and-communications-tools-for-ma-plans","status":"publish","type":"post","link":"https:\/\/mobisoftinfotech.com\/resources\/blog\/digital-self-service-options-and-communications-tools-for-ma-plans","title":{"rendered":"Digital Self-service Options and Communications Tools Re-envisioning Member Experiences for MA Plans"},"content":{"rendered":"

Improving member experience and engagement has been a constant challenge in healthcare especially for the Medicare Advantage plans who have lagged in providing effective digital self-service options and communications tools to empower their members. The number of <\/span>supplemental benefits under Medicare Advantage plans <\/span>offering SSBCI has grown precipitously. Members are often unaware of the benefits and confused about how to access them. <\/span><\/p>\n\n\n\n

Providing options for self-scheduling systems for the members can motivate them to take action, increase engagement, and close more gaps in care. Meaningful member experiences through proven member engagement strategies and understanding what their member needs are can lead to improving health and reducing unnecessary health costs. Drivers such as prioritization, segmentation, and recommended personalized assistance are key to improving the health and well-being of health plan members. <\/span><\/p>\n\n\n\n

Why is the Time Right?    <\/b>       <\/span>      <\/span><\/h2>\n\n\n\n

The number of enrollees in MA plans has surged and about 3.5 million people are enrolled in plans that offer <\/span>supplemental benefits under medicare advantage<\/span> or one of the new primarily health-related benefits. Besides, MA Plans that fail to embark on the journey of digital adoption and improve member experiences will be left behind in the league. Also, governments, providers, and consumers must collaborate to realize the full potential of the SSBCI services using a unified platform. <\/span><\/p>\n\n\n\n

Adoption of digital self-service options and communications tools, integrating care solutions, and building new partnerships with technology vendors can reduce the administrative burden and let the <\/span>supplemental benefits under Medicare Advantage <\/span>plans focus on serving members for their clinical and social needs. Be it email, phone, chat, or simply a call, solving the most common services and benefits related interactions, such as benefit details, claims inquiry, prior-authorizations and referrals can increase member satisfaction scores that are most important to MA plans.  <\/span>
<\/span><\/p>\n\n\n\n

Understanding Members at Every Touch-Point has Become Vital for MA Plans Today!  <\/b><\/h2>\n\n\n\n
1<\/span> Saving Time and Costs <\/strong><\/h5>\n\n\n\n

Reduces call times and improves customer satisfaction by effectively managing member profiles and requests via a centralized platform for omnichannel communication. <\/span><\/p>\n\n\n\n

2<\/span> Real-Time Reporting and Analytics <\/strong><\/h5>\n\n\n\n

Capturing data from member surveys and feedback forms, service experiences, enrollment data by creating a comprehensive data source to help boost better star ratings. <\/span><\/p>\n\n\n\n

3<\/span> Automation & accuracy of member benefits <\/strong><\/h5>\n\n\n\n

Benefits information through self-service options can help members better manage their needs and also provide call center teams a unified view of all member data and interactions across the organization. <\/span><\/p>\n\n\n\n

4<\/span> Access to concierge team <\/strong><\/h5>\n\n\n\n

MA members can receive personalized recommendations and next best actions from care management teams which helps break down traditional silos all of which can be well managed under unified platforms. <\/span><\/p>\n\n\n\n

Centralized communication for better care coordination between MA plan members, case managers, and their providers has become important to improve member satisfaction and drive better clinical outcomes. The call center team can either make or break the member experience and impact the overall plan performance for member engagement strategies. With quick and easy access to information under an integrated interactive and intuitive interface, the call center team has become the backbone to deliver tailored customer services. Hence, connecting the members to the right service at the right time through simplified navigation, routing, and knowledge sharing resources via their preferred method of digital communication systems. Few methods that has been enhancing better member engagement by call center teams include: <\/span><\/b><\/p>\n\n\n\n