The ACA causes payers to focus on the member experience, with a goal of facilitating greater retention, especially among Medicaid and Dual-eligible plans. The reason is simple: Since high-risk patients in these plans will be assigned to payers and can make frequent changes, the only hope to manage risk is to encourage retention through improved service.
The majority of Americans don’t understand how ACA will impact them (40% of Americans don’t even know that there is a health care reform law), and many of these represent underserved populations; uninsured and low income folks… the very people that will initially be signing up on Exchanges and the FFM, because they’ll be eligible for the first time.
Payers need to improve the “member experience” to impact retention of assigned members and Exchange/FFM enrollees.
MDBushCo consultants provide support in all of these areas.