Addressing low member utilization of high-value digital solutions
In our previous blog, Going Beyond Nurseline, we explored the impact of an ‘always on’ Digital Triage & Navigation solution that goes beyond traditional Nurseline services to transform healthcare access.
Unfortunately, many health plans still grapple with low awareness and utilization of these digital navigation tools among their members. In this blog, we explore four strategies that can bridge the gap between the impressive capabilities of ‘always on’ Digital Triage & Navigation and the need for widespread member engagement and adoption. By implementing these four strategies, health plans can foster meaningful member engagement, increase member satisfaction, improve care plan adherence, reduce risks, and achieve substantial cost savings through ER and Urgent Care diversion.
Digitally activate members during enrollment and onboarding periods: Simplify the onboarding and enrollment process by offering digital forms and embedding digital navigation tutorials in the experience. With an embedded SDK, digital chat and navigation services can integrate seamlessly into the plan’s existing web/mobile experience. To encourage first-time utilization, make sure members can easily understand and select appropriate health plan options online and know which tools will benefit them the most. Offering your members value up front develops trust and builds a foundation for healthy engagement throughout their healthcare journey.
Enable care teams to utilize and promote high-value digital solutions: To address high-risk populations and close care gaps, it’s essential to equip clinical quality and care management teams with the right digital tools that activate and engage membership. Health plans should take a proactive approach to inform and educate their members about the availability and benefits of digital triage and navigation tools. This can include targeted email campaigns, “app-less” engagement with SMS notifications, in-app messages, and even personalized recommendations based on member health data. The key is to provide clear and compelling information about how these tools can enhance their healthcare journey.
Integrate into digital member engagement strategies: To position themselves as true health support partners, health plans can leverage an embedded SDK capability to integrate digital triage and navigation into their broader digital engagement strategies. Because members value personalized, efficient experiences, this tool should be seamlessly woven into the member's healthcare journey, to deliver personalized recommendations and timely interventions. By enabling timely access to the right care in the right care setting, health plans can build rapport, drive value and transform their current consumer perception from a transactional claims-paying entity into a caring and helpful health partner
Use incentives and rewards to drive awareness: Implement an incentive program that motivates members to test out high-value digital solutions. Rewards can include premium discounts, gift cards, or contributions to health savings accounts. This is a low risk / high reward investment in a tool that has proven member satisfaction (NPS 88) and cost of care savings impact ($210 / clinical encounter). By accelerating adoption, plans can empower members to engage in their healthcare in a meaningful manner with a guided and connected care experience.
Health plans have the opportunity to unlock the transformative potential of digital triage and navigation by addressing the challenges of low awareness and utilization among their members. Embedding self-service Digital Triage and Navigation into the member experience, from using web and mobile interfaces for onboarding to empowering clinical teams, generates a wealth of benefits for both the member and the health plan. This proactive approach sets the foundation for a transformative relationship, positioning the health plan as a helpful partner in each member's healthcare journey instead of being perceived as a barrier to care. This shift is instrumental in changing consumer behavior, encouraging members to actively engage in their healthcare rather than waiting until needs become near-emergent crises.
Pager's Find Care solution is a member-centric approach that blends AI and human compassion to provide personalized, connected care, meeting members where they are and guiding them to the right care at the right time. The outcomes are significant, with a substantial reduction in unnecessary ER and urgent care visits, significant cost of care savings ($210 per clinical encounter), and an exceptional Net Promoter Score (NPS) of 88, signifying high member satisfaction.
