Perpetual Change Requires Flexibility

Health plans operate in an environment that is rapidly evolving and subject to constant flux. Competition and market dynamics, consumer expectations, regulatory changes at the state and federal level, plus a constant push to drive down costs creates an environment of perpetual change that plans need to adapt to or risk significant decline. Having the operational, information technology, and overall culture of a health plan embrace and adapt to perpetual change is challenging, especially when simply keeping up with the challenges of day-to-day business is daunting enough.

Example Drivers of Perpetual Change

Competitor Investments & Behavior
Varying Provider Care & Member Expectations by Geographic Region
New and Changing Care Delivery Models

 

Evolving CMS Requirements
Evolving State Requirements
Ambiguity in Rules Requiring Interpretation

Push Towards Real-Time Data Availability
Consumer Expectations Regarding Message & Communication Delivery
Rapid Adoption of Mobile Technology

COVID-19 Pandemic Events
Extreme Weather Events
Military Acts
Civil Unrest

Internal Dynamics Impact Flexibility

Market, regulatory and other external dynamics represent the primary drivers of perpetual change. Health plans however, also need to ensure that their internal systems such as technology and operations can evolve with the same velocity. Oftentimes, health plans operate using outdated transactional and data management platforms and techniques. Associated business operations then tend to be inefficient, not well documented, and too manual. This leads to the inability to adapt and respond to changing market dynamics and the expectation of members, resulting in missed opportunities, poor customer relations, and lost revenue.

Multiple Systems & Data Sources
Dated Transactional Infrastructure (Technical Debt)
Immature Enterprise Data Management
Disjointed Infrastructure Supporting Member Communications & Interactions

Decentralized Institutional Knowledge
Unreliable and Unstable Vendors
Inability to Quickly Send Personalized Mailings Due to Unexpected Changes

The ability to access timely and critical data to facilitate effective communications with members and providers is paramount. Communications must be timely, messages must be clear and concise, and regulatory notices have to meet necessary guidelines. In addition, the requirements behind these communications and notices are constantly changing and, at times, are ambiguous, requiring organizations to remain flexible while making rapid, informed decisions.

Health plans need to ensure their operations, technology and vendors can adapt and rise above these challenges to deliver the level of service to meet and exceed the expectations of the market, regulatory agencies, and their members and providers.

Use Solutions Like HealthLinq™ to Increase Flexibility and Adaptability to Change

MPX developed HealthLinq™ specifically to help organizations solve their communications challenges, to be dynamically flexible and quickly adapt to planned and unplanned changes. Between the HealthLinq™ cloud-based technology platform and the overall MPX philosophy and approach, HealthLinq™ by MPX is specifically designed to solve the complex needs of health plans and third party administrators.

10 or Less
MPX deliberately adds only 10 or fewer new health plan clients per year. This ensures that we have the time and focus to understand the unique business requirements of each client and to have the resources necessary to move as quickly as required to solve the market and internal forces you face.

Unencumbered by Outside Influences & Not Afraid to Invest
While measured and controlled, we are highly ambitious and always growing, improving and investing in our people and technology. MPX has stable, private ownership, and is not at all engaged in venture funding and the often related, unsustainable hyper-growth.

With HealthLinq™ by MPX Change is Built-in
HealthLinq™ by MPX provides advanced digital, print and materials technology in anticipation of the need for frequent changes, multiple and complex versions, expected personalization of materials, and print on-demand. We couple this flexibility with a highly accessible and nimble hands-on leadership and project management teams.

Working the Right Systems — Accurate Documents, Delivered On Time
HealthLinq™ includes mailing expertise, turnaround time, Service Level Agreement discipline, and incredibly nimble production technology.  All backed by a team to tenaciously manage correspondence requirements and deadlines.

We Adjust to & Exceed Your Standards (not the other way around)
MPX has developed a myriad of data and integration options to align with our customers’ standards, not make them conform to ours. We can bidirectionally exchange data via advanced and customizable APIs, batch via sFTP, and more. We have the experience and expertise to aggregate and normalize your data sets and ensure they are properly used to develop highly-personalized, accurate communications. It is not uncommon for our data and integration teams to become as or more familiar with your data than your internal team.

Mail It, Fax It, Email It, Text It
The communication preferences of your members is likely diverse and changing. How Medicare Advantage members want to receive their plan material versus how commercial plan members do so can be quite different. While it is likely that both print and digital will continue for years to come, it is equally likely that the percentage of digital communications will increase and outpace paper correspondence sooner than we think. You and your critical vendors must be well prepared for these inevitable changes, and once the tipping point is reached, the speed of this digital transition will likely be rapid. MPX has the technology, and the forward thinking to manage member preferences and deliver communications across multiple channels seamlessly, now and into the future, no matter what it may hold.

Change with increasing velocity is the reality that health plans are expected to accommodate. Ensuring your member and provider communications processes are flexible, nimble and able to keep pace with rapid change is critical to your members’ satisfaction, regulatory compliance, and the overall success of your organization.