NovuHealth increases member satisfaction
with intelligent member engagement

A NOVUHEALTH CASE STUDY

Challenge

When your member isn’t satisfied and decides to shop around for new health insurance, your plan loses out not only on current and future revenue, but a potential loyal brand ambassador as well. Our data shows plans have an average annual controllable churn of 12%. This high churn correlates strongly to a lack of member satisfaction, and it impacts brand value, risk adjustment, profitability and viability. So how can you build a better relationship with your member? Let’s talk intelligent member engagement.

Solution

At NovuHealth, our approach to member satisfaction is simple: it begins and ends with member engagement. We design custom intelligent member engagement plans—tailored to a plan’s specific needs and challenges—to produce engaged, loyal members (we like to call them loyal consumers).

Through our work with Medicare and Medicaid plans alike, we’ve seen time and again that member engagement leads to brand affinity and a more trusted relationship between consumers and the health care ecosystem. Engagement programs create opportunities for positive communications with your members across multiple touchpoints, and empower members to be better health care consumers—taking advantage of ancillary services and using them with greater confidence.

After all, the more engaged a member is—and the better their member experience—the more your plan’s value perception increases. And satisfaction increases right alongside with your value—just like any good consumer loyalty program.

Results

Insights

An intelligent member engagement program drives meaningful member satisfaction, which, in turn, can reduce your churn rate by at least half in the short-term—and increase retention even more over the long-term. An engaged, satisfied member is a lower-cost member, likely to not only stay loyal to their current plan, but also refer new members and use lower-cost health services.

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NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states.

The more engaged a member is, and the better their experience, the more your plan’s value perception increases.