Checklists & Guides

Guide to Continuous Member Engagement

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© Copyright 2017 Symphony Performance Health, Inc. All rights reserved. 1 Drive satisfaction and build loyalty through Member Engagement Drive satisfaction and build loyalty through Member Engagement Member engagement and outreach are critical in today's healthcare environment as health plans are increasingly scored and held financially responsible based on their members' feedback, outcomes, and perceptions. Engagement and outreach also help ensure members are receiving needed care, which increases the likelihood of positive health outcomes. Purposeful and intentional engagement with health plan members on a regular basis can have a significant impact on member satisfaction levels, loyalty, and retention. Purposeful and intentional engagement with your members on a regular basis can have a significant impact on member satisfaction levels, loyalty, and retention. Top performing plans have discovered the importance of member engagement to: x Welcome new enrollees and create a positive first impression x Assess member health and care management needs x Provide education and access to care x Improve member satisfaction and plan performance through continuous feedback x Build loyalty and retain life-long members Welcome, Educate, Engage, and Retain SPH Analytics advocates continuous member engagement and outreach with these four goals in mind: Welcome, Educate, Engage, and Retain. Each of these components plays an important role in the member's overall experience and satisfaction. It is important to recognize and give the appropriate focus to each component and consider your plan's effectiveness in these areas.

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