EDUCATE MEMBERS

CONTACT MEMBERS

PAY ATTENTION

The open enrollment period (November 1- January 31st) is a critical time for health plans to engage their members and attract new customers as consumers assess their health coverage options.

Here are five steps insurers can take to successfully engage members before, during, and after the open enrollment period.

Healthcare Open Enrollment Checklist:5 Steps to Retain Members

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Educate Members on the Value of Your Plan

As we approach the open enrollment period, health plans have an opportunity to remind members of the benefits they provide and influence those decisions so that they do not leave the plan.

Host educational events and provide online tools to help consumers understand their plan options and make it easy for them to enroll.

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Adopt tools like cost calculators and filters that make it easier for members to compare benefits and find the most effective care for them.

Make it Easy to Compare PlansInformation transparency and convenience are important for maintaining customer loyalty. Companies should remind members why they signed up and better educate them on those benefits.

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Survey your most valuable customers on their communication preferences to effectively influence member behavior. After sending the first email, for example, allow members to tell you how often they want to be contacted.

Contact Members on their TermsAs open enrollment approaches, members are being inundated with messages about their coverage. To alleviate frustration, take their communication channel preferences into consideration.

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Remind members when the deadline is approaching, but don’t bombard them with messages. Make it easy for members to understand how much a procedure will cost up front.

Stay EngagedMany consumers may wait until the deadline to select or renew a plan so it’s important to stay engaged. Plans need to have a year-round engagement strategy for identifying, communicating, and engaging with members on an on-going basis.

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>> Click here to read the complete 1to1 Media article, “The Payer's Guide to Loyal Members”

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Analyze if people are downshifting to plans with fewer benefits to save money or are they also looking at the value-added components of a plan? Are they evaluating a plan’s pharmacy networks? Finally, what are people saying about the user experience?

Pay Close Attention

As the 2016 open enrollment period unfolds, look closely to see what types of plans are experiencing the most change.

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