Listen as Kristin Gasteazoro, Senior Vice President of Sales and Account Management, Insights & Empowerment, and Reagan Greene, Vice President of Marketing and Experience at Blue Cross Blue Shield Idaho, continue discussing the power of innovation to improve member engagement. Miss part 1? Listen here!
In an episode of the Future Healthcare Today podcast, host Lucas Hunsicker continues exploring the pressing issue of healthcare underutilization among insured Americans with Kristin and Reagan. They delve into the challenges and innovative solutions aimed at improving health outcomes for diverse member populations.
Their conversation highlights the critical need for alignment between health plans and their partners to effectively address the evolving healthcare landscape. Reagan stresses the importance of creative partnerships and continuous collaboration, noting that without such alignment, the healthcare ecosystem risks failing to deliver necessary outcomes.
They also discuss the balance between traditional and digital communication channels. While email remains valuable, the integration of emerging channels like SMS has proven highly effective. The key lies in continuously optimizing and measuring the effectiveness of these channels to cater to the diverse needs of members and ensure member activation and engagement.
Members are also more likely to respond to communications from familiar and trusted sources, such as their health plan or physician, rather than random outreach. This trust is instrumental in overcoming skepticism, which is often fueled by the prevalence of fraud and abuse in various sectors.
Reagan and Kristin also touch on the importance of creating a cohesive member experience. Simplifying the healthcare journey through digital tools, personalization and effective communication can significantly enhance health outcomes and reduce costs. Health plans are encouraged to continue engaging with partners that have platforms and tools available to support the unique needs of members and that can help them meet their goals.
If you’d like to learn more about creating innovative member engagement solutions, Zelis has a team available to help. Learn more here.
