Fulfillment as a Core Vendor — Why Finding the Right Partner is Critical to Healthcare Payer Success

Toni Bonde has spent her entire career working in healthcare. She was Chief Operating Officer and head of IT at multiple health plans, designed and implemented business and technology solutions during more than 5 years at Change Healthcare, and is now an industry consultant. In her 25+ year career, she has worked across the entire healthcare payer spectrum as a leader with plans and vendors. She has seen the industry from all angles, giving her a unique perspective, especially when it comes to the impact of fulfillment solutions. Read more >>

Friday Health Plans — A Study in the Successful Integration of Multiple Plans and Brands

Growing pains are real, for people and companies. And when you’re a health plan that rapidly expands its business footprint from one state to four in less than a year, those pains need attention before they’re felt by members. With the help of its strategic partners, Friday Health Plans was not only able to integrate the communications operations of multiple plans into one, but vastly improved upon overall efficiency for its staff and usability for its members. Read more >>

Optimizing Member and Provider Correspondence

[html format="basic_html" different_values="0"]<p>Communications between healthcare insurers (also referred to as healthcare payers or health plans) and their members and providers are among the most critical and consequential operational activities conducted. By thoughtfully managing member and provider communications, healthcare insurers can:</p><ul> <li>Improve Member &amp; Provider Satisfaction</li> <li>Reduce Member and Provider Service Calls &amp; Inquiries Yielding Operational Savings</li> <li>Positively Contribute to Industry Accreditations &amp; Certifications&nbsp;</li> <li>Positively Impact Members’ Health</li> <li>Positively Impact Total Cost of Care</li></ul>[/html] Read more >>

Aligning multiple data sources and vendors to transform member communications

For most health insurance companies, there's nothing simple about the process of executing essential member communications. When variable data is generated by multiple technology providers and shared with multiple fulfillment vendors – possibly one for cards, EOBs, EOPs, another for welcome literature, and even another for invoices - it is difficult to determine where to start to make changes without risking disruption. Dealing with multiple choke points and the delays they can cause is frustrating, but many health insurance companies are tolerating them out of fear of causing even bigger disruptions in their attempts to reform and simplify the process. As a result, the status quo is maintained, and mediocrity is tolerated. Read more >>

How Enrollment Kit Deconstruction Can Unlock Huge Postage Savings

At MPX, we believe in balancing industry best practices and our decades of experience with a relentless drive for improvement. One way we deliver value for our clients is by consolidating the disparate components of their enrollment packages to deliver operational efficiencies and cost savings. Despite the regular success we deliver through consolidation, it's not always the right solution as we recently discovered for one of our clients. Read more >>

Members and Staff Want the Same Thing

More answers. Less frustration. It's a simple formula for member satisfaction and employee retention that's exceedingly difficult to deliver. In an age where Amazon has set the standard for convenience and self-serve freedom, health insurance providers and TPA's have to up their games. That means organizing the mass of information for your individual plans and making that information easily accessible for members when they want it. Read more >>

The Problem with Health Plan One-Off Mailings

One-off mailings are commonly viewed as a nuisance by health plans and TPAs. They’re sometimes unexpected, urgent and can create a scramble to deliver accurately and on-time. Others are rote, annual compliance mailings that come at great expense, though with little value to members. Vendors that specialize in recurring health plan communications are often reluctant to take on one-off mailings; some refuse altogether, placing even more burden on plans and TPAs. Read more >>

Combine ID Cards with Other Plan Documents for Savings and Ease

Health plans and TPA's annually rely on multiple print and technology vendors to deliver plan details, welcome literature, and ID cards to members. When those materials do not arrive on time or if they arrive out of sequence, members call with confusion. Members and the member services team become frustrated and unproductive as a result. Layer on significant postage expense, along with the operational burden of managing multiple vendors and countless plans, and the complexity intensifies. Combining ID cards, welcome literature, and plan details into one data and technology driven package is a powerful way to improve member experience while eliminating expense and complexity. Read more >>
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