It is easy for new members who enroll in Medicare to be overwhelmed by complex information and multiple healthcare options. Personalized welcome calls create a positive first impression and set the foundation for long-term member engagement.
Medicare Welcome Calls Matter
A welcome call within 30 days of enrollment is essential for enhancing a member’s satisfaction as they learn how to best utilize their new health plan. By connecting with new members promptly, health plans can achieve several key goals:
- Building Trust and Comfort: A helpful call reassures members that their health plan is accessible and responsive.This initial connection helps establish trust, and makes members feel comfortable reaching out for future needs.
- Addressing Initial Concerns: Many new Medicare members feel overwhelmed by their plan’s details and may have specific concerns about coverage and benefits. Welcome calls allow representatives to address questions directly, reduce confusion and cultivate confidence.
- Encouraging Proactive Engagement: Welcome calls introduce new members to valuable resources like portals, mobile apps, and wellness programs, which encourages them to take advantage of more of their plan’s benefits. This proactive engagement contributes to improved health outcomes and higher member satisfaction.
Effective Strategies for Engaging Members with Welcome Calls
To maximize the benefits of welcome calls, Medicare health plans should consider these widely used strategies:
- Personalized Communication: Foster a sense of individualized care and empathy by addressing members by name, attending to their unique needs, and tailoring information to their demographics.
- Educational Support: Guide members with help navigating online portals, booking appointments, and accessing health services. Encouraging members to engage more actively with their plan reduces frustration and builds independence.
- Multi-Channel Follow-Up: Follow up by email or text to reinforce information shared during the call. This multi-channel engagement keeps members informed and engaged.
- Health Reminders: Tell members about preventive services or wellness programs that may be beneficial for them. Regular reminders and follow ups about the benefits of these services can lead to higher engagement in preventive care, which improves the plan’s quality measure ratings and outcomes.
Implementing a well-structured welcome call program can make a powerful first impression on new Medicare enrollees. Welcome calls confirm pertinent information, address initial member concerns and lay the groundwork for a strong, long-term relationship. A warm, personal welcome can be a powerful first step for health plans looking to improve member retention and satisfaction.
Welcome Call Solutions, Ready to Go
At Focus Care, our Welcome Call Solutions are designed to engage and inform members, to make sure they feel supported from day one. Our team is here to help you create meaningful connections and drive long-term member engagement. Contact us to schedule a free consultation and learn how Focus Care’s Welcome Call Solutions can support your health plan’s goals.
Gregory Deranian
Gregory Deranian is Vice President of Business Development & Marketing at Focus Care, Inc, a leading national healthcare services company that partners with major health plans, ACOs, and physician offices nationwide to enhance quality of care for their Medicare, Medicaid, and ACA populations.