Case Studies / Best Practices

Case Study - New Member Satisfaction

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Case Study: IndiGO Patient Predictive Modeling Copyright© 2015 SPH Analytics Page 6 Health plans need to educate new members on the plan's website, member log-in information, and wellness programs and services. Health risk assessments for new members can also be an important component for ensuring members receive needed care and that any urgent medical issues are addressed in a timely manner. Many plans are beginning to conduct new member surveys to evaluate the member's understanding of benefits and to get feedback on the clarity of the information in the handbook or other new member materials. Best practices encourage health plans to track new member perceptions using feedback to drive improvements to collateral, plan design, customer service, and access to care.

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