When two large Medicare plans with more than 10,000 members shut down, another regional health plan had to quickly absorb thousands of new members. Focus Care’s Medicare Welcome Call team contacted these new members within 30 days of enrollment, ensuring a smooth transition that increased confidence in their new plan. 

Working with Focus Care, the health plan *achieved a nearly 90% success rate ─ successfully connecting with new Medicare plan members quickly, helping them complete their surveys, and guiding them to vital healthcare resources. 

Northwest Success Story

After absorbing thousands of new members in a short time frame, the Northwest health plan, which insures approximately 90,000 lives, needed an experienced team for welcome call support. Focus Care worked with them to design and execute the plan’s first proactive outreach plan ─ reaching out to answer questions, confirm information, and sign new members up for orientation sessions. 

The dedicated call center team was also able to handle a large number of inbound calls, significantly reducing wait times and decreasing complaint rates.

Personalized Outreach Makes First Impressions Count 

Medicare plan providers in an increasingly competitive playing field need to stand out with easy-to-reach, responsive customer service. Having a  good experience from the start can improve member retention, ensure high-quality plan performance and health outcomes, and gain high satisfaction scores for more favorable CMS Star ratings.

New Medicare plan members appreciate being approached with empathy and emotional intelligence, in a way that makes them feel cared for, supported, and addresses their immediate medical needs. A strong Medicare member support program should also have the ability to provide additional services as needed.

Customizable solutions should include:

• Initial Contact ─ Welcoming new members and confirming receipt of introductory materials 
• Introduction to Benefits and Services  ─ Help navigating the plan website, establishing a personal healthcare portal, and finding plan providers or caregivers 
• Gathering information ─ Completing surveys and questionnaires to verify primary care providers and determine individual needs and preferences 
• Registration for introductory meetings and other educational opportunities
• Multi-Channel Support ─ By phone, email, online chat, whatever works best   

Rely on Focus Care 

Take advantage of Focus Care’s Welcome Call solutions to ensure your Medicare members feel welcome, confident about their coverage, and comfortable working with your plan. 

Contact us to schedule a free consultation and discuss how our team can help achieve your goals.