After a successful Medicare Advantage (MA) rewards program, Blue Cross and Blue Shield of Kansas City (Blue KC) has expanded their partnership with a member engagement company to cover ACA members. The vendor, HealthMine, will build an incentives and rewards program for Blue KC’s Individual Family Plan ACA patients to increase member engagement.
- The ACA member rewards program will utilize digital outreach, including email and text messaging, to reward members for completing assigned exercises such as a digital Health Risk Assessment (HRA). The individualized health insight data from digital HRAs will allow Blue KC to direct members to health programs and assure they have access to care.
- The platform uses personalized outreach to encourage member engagement. The program offers a mobile application experience as well as an individualized archive of NCQA-certified health education information. Additionally, members can select specific gift card rewards for certain actions.
- The platform uses personalized outreach to encourage member engagement. The program offers a mobile application experience as well as an individualized archive of NCQA-certified health education information. Additionally, members can select specific gift card rewards for certain actions.
- According to the study, health plans lack customer-centricity and member engagement. Customer satisfaction is contingent on efforts by health plans to engage with members. For instance, when a payer communicates with members on ways to control costs, customer satisfaction increases. Additionally, payer communication on coordinating care levels up customer satisfaction.
- Overall, when a health plan assists members in keeping their out-of-pocket costs low, the average satisfaction score is 819. This is 152 points higher than when payers do not readily communicate with members regarding lowering out-of-pocket healthcare costs.