5 Keys to Successful Member Engagement 

Extending the reach of Health Plans through trusted best practices. 

Read Length: 6 Minutes

When it comes to shaping the journey of a member, health plans have a big say in what it all looks like. But success or failure hinges on the right timing, messaging, staff training, and having a member engagement strategy that wraps it all together.  

Member Satisfaction and Engagement

Despite substantial investments to enhance the member experience, a recent survey revealed that only 45% of insured individuals reported being fully satisfied with their health coverage. This statistic underscores the urgent need for improved member engagement strategies. 

The survey highlighted that 85% of members feel more satisfied when health plans communicate in their preferred way. This finding emphasizes the importance of personalized communication and engagement methods in enhancing member experiences. 

Key Improvement Areas

When asked how health plans can enhance their services, respondents highlighted several critical areas: 

• High-quality customer service 
• Easy access to medical records 
• Tools and information to avoid high-cost care 
• Connecting members to preferred providers 

Addressing these areas not only drives member satisfaction but also improves overall health outcomes and retention rates. 

Special Challenges Associated with Pregnancy and NICU Care

Engagement becomes particularly crucial for health plans that support pregnancies and NICU admissions. Early identification of pregnancies and sustained engagement throughout critical touchpoints are essential for optimizing prenatal and postpartum care. 

Failure to maintain consistent engagement can lead to missed opportunities for recommended care, particularly for high-risk pregnancies and NICU admissions, both in-patient care and post-discharge care. 

Addressing Engagement Challenges  

Studies have highlighted significant challenges in member engagement, including unclear benefit communications and difficulties navigating online resources. Digital engagement remains low, especially among members with poorer health statuses. 

Five Keys to Successful Engagement  

To enhance member engagement, health plans may benefit from the following strategies: 

• Implement multi-channel and persistent outreach. 
• Offer support through various channels to accommodate member preferences. 
• Ensure communications are relevant and empathetic.  
• Establish trust through personalized care and consistent support.  
• Design benefits that demonstrate support and address member needs. 

Leveraging Technology for Engagement  

Health plans are exploring innovative approaches, such as virtual monitoring and telehealth appointments via apps, to overcome barriers to prenatal care. These technologies enhance accessibility and convenience for members, leading to improved engagement and outcomes. ProgenyHealth provides a digital front door via an app for our Maternity Program through which members can enroll and begin engaging with pregnancy and postpartum resources.  

ProgenyHealth’s Engagement Model  

At ProgenyHealth, we prioritize high-touch engagement throughout the maternity journey, from prenatal care to potential NICU admissions and postpartum support.  Our Case Managers forge strong connections with at-risk mothers-to-be to proactively identify medical and non-clinical health risks and create personalized care plans.

From identifying risk, to member education, care team advocacy, and taking action to address non-clinical drivers of health, we provide a comprehensive continuum of maternal and infant care management that helps standardize equitable care delivery, prioritizes quality to improve outcomes, optimizes costs, and unites plans, providers, and new mothers along the way. As tireless advocates, we provide actionable, real-world support that builds unparalleled trust and earns lasting member engagement. 

Closing the Loop 

Effective member engagement is pivotal for improving member satisfaction, enhancing health outcomes, and ensuring optimal care delivery. By addressing key challenges and adopting innovative engagement strategies, health plans can foster meaningful connections with members and drive positive impacts across the healthcare ecosystem. 

Upcoming Events:  

• Interested in learning more about member engagement? Access our free on-demand webinar “Engagement Strategies for Driving Improved Maternal & Infant Outcomes” here.  
• We will be attending the AHIP Conference in Las Vegas, NV June 11th-13th. Mary Villa | Director of Strategic Accounts and Josh Vierling | Director of Strategic Accounts would be happy to learn more about your organization and discuss the benefits of Maternity & NICU Care Management for your members.

Before You Go:  

Visit ProgenyHealth.com to learn how we can change the maternal and infant health narrative and subscribe to our newsletter today.