Becoming a Star at Star Ratings | Part 2: How to Invest Wisely in Star Ratings Improvement
Let’s face it. The traditional efforts to improve the MA member experience improvement are often uncoordinated and disconnected. As a result, members are inundated with a barrage of communications from multiple sources: emails, phone calls, fliers, mailers, text messages, as well as a plethora of third-party apps from both their health plan and their provider, not to mention all the supporting vendors trying to accomplish the same goal of increasing member engagement. The intent of all parties may be well-meaning, but the result is a confusing and frustrating experience for members.
The Amazon Effect on Star Ratings
That’s not good news, especially because today’s healthcare consumers are looking for the “Amazon Effect”—a seamless and coordinated experience that would essentially remove the burden of being their own care navigator. Consumer expectations of the healthcare experience are now the same as for other industries. This demands a change in both strategy and investment that can positively impact the Star Rating measures related to the member experience, such as Rating of Health Plan, Rating of Drug Plan, Access, etc., which now carry even more weight.
Don’t Forget Providers
It’s also critical for payers to engage more effectively with providers. After all, providers influence half of all CAHPS measures, to cite just one example. This enhanced engagement requires sharing actionable data with providers in a timely manner, so they have complete knowledge of each member's medical condition and needs. It means having an infrastructure that can pull in all the stakeholders for each member’s care support team into a single platform that allows everyone to communicate effectively, better leverage the plan’s tools/resources, and deliver the next best steps for each member to improve their health.
Keep in mind that the member’s experience isn't a singular care event. It’s an ongoing and intricate web of moments unique to each individual. Past encounters shape future expectations. Each interaction influences their trust in their health plan, their perception of customer service and, ultimately, the Star Rating of your MA plan.
Enhancing Provider AND Member Engagement
The time is now for health plans to invest in the technologies and services that enhance their engagement with both providers and members. At Pager Health, we offer a continuous connection to members, an opportunity for plans to engage with members throughout their care and wellness journeys. In addition, through the Pager Health platform, all actors in the healthcare ecosystem can access and collaborate in a single digital location to provide continuously coordinated care and proactively manage the care needs for their member populations.
Access More Star Power Today
Connect with Pager Health to learn how our comprehensive, personalized health journeys leverage our configurable, embedded solutions and channel-of-choice communication to engage, motivate and activate your MA members.
Unlock Practical MA-Improvement Strategies
Check out our new white paper: A New Advantage: Five Ways Medicare Advantage Plans Can Improve Health Outcomes, Boost Member Satisfaction, and Drive Higher Star Ratings.
