Millions of new members enroll in Medicare plans every year, creating unprecedented surges that strain resources and impact operational efficiency. Each fall, health plans are scrambling to have adequate resources following enrollment to reach out and engage with thousands of new members within the first 30 days to ensure they have all the information and resources they need.
A Proven Strategy
More Medicare plans are choosing to strategically manage this demand on call center resources with an experienced partner whose team can quickly complete a large volume of personalized welcome calls. Focus Care has the capacity to contact each new member with empathy and emotional intelligence while covering these critical areas:
- Gathering and confirming pertinent information, including health issues, contact information, living conditions, and social needs
- Explaining plan features, answering questions, and alerting members to resources tailored to their needs.
- Offering in-home assessment services to get members off to a good start and address their immediate medical issues
Addressing Needs
Providing a high-touch, personalized onboarding program ensures new enrollees feel supported, even during periods of high demand. This is especially true for Medicare members, who may be dealing with complex medical issues that require attention on a regular basis to maintain optimal health.
Cultivating Loyalty
Since Medicare members can switch plans annually, providing exceptional service and cultivating loyalty from the start is essential. The way you welcome new members can improve member retention, ensure better quality plan performance, and elevate customer experience metrics that drive favorable CMS Star ratings. Addressing each member’s needs from the start can lead to better outcomes for everyone.
At Focus Care, our Welcome Call Solutions go beyond a simple greeting, setting the stage for a comprehensive onboarding experience as we help members understand their benefits, establish a healthcare portal, access resources, and more. Prioritizing member engagement from day one can increase satisfaction, reduce churn, and drive long-term retention.
Engage With Focus Care
Manage your Welcome Call Program more efficiently while improving your new Medicare member engagement with Focus Care. Visit our Welcome Call Solutions page to book a consultation and learn how Focus Care’s solutions can support your health plan.
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.