DALLAS, Oct. 23, 2017 /PRNewswire/ -- HealthMine
survey data underscores that the way members connect to health
plans directly relates to how members prefer to receive help about
their health. Eighty-nine percent (89%) of those 64-years old
and under say they are connected to their health plan through a
member portal, versus 65% of Medicare members. Seventy
percent (70%) of those 64-years old and under prefer communication
digitally with their plan (email, text, website, or mobile app),
versus 31% of Medicare members. Conversely, 48% of Medicare
plan members prefer to get answers via telephone, versus 10% of
those 64-years old and under. For Medicare plan members, 47% say
that online digital portal never (33%) or rarely (14%) answers
their questions, versus 19% of non-Medicare plan members
(14%/rarely, 5%/never).
Key survey question and responses below:
Q: How do you prefer communication with your plan:
|
64 and
under
|
65+
(Medicare)
|
•
Phone
|
10%
|
48%
|
• Digital
(email, text, website or
mobile app)
|
70%
|
31%
|
• US
Mail
|
20%
|
21%
|
Q: Is your member portal able to answer most of your
questions online?
|
64 and
under
|
65+
(Medicare)
|
• Some of the
time
|
51%
|
31%
|
• Most of the
time
|
30%
|
21%
|
•
Rarely
|
14%
|
14%
|
• No,
never
|
5%
|
33%
|
According to Bryce Williams,
president and CEO of HealthMine, "Despite how plan members prefer
communication, plans must go digital. Member communication
with the plan, whether via phone or digital, needs to be documented
and captured so a plan can help provide timely health
recommendations. Our team has managed call centers that
capture the information from every call, and we can often spot
members' needs to help close gaps in care – that often translates
into better health outcomes and savings for the members and the
plan."
About the Surveys
The HealthMine Medicare Plan Health
Intelligence Survey queried 500 insured age 65+ consumers who are
enrolled in a Medicare program. The survey was fielded by Survey
Sampling International (SSI) in June/July 2017. The HealthMine Digital Healthcare
Tools Survey queried 750 consumers age 64-years or younger enrolled
in a sponsored insurance plan in the first quarter of 2017. Data
for both surveys were collected via an opt-in panel. The margin of
error was 4%. Survey Sampling International (SSI) has been the
worldwide leader in survey sampling and data collection solutions,
across every mode, for 40 years.
About HealthMine
HealthMine is a leading healthcare
technology company that delivers Health Intelligence for plan
members and plan sponsors. HealthMine's cloud-based Health
Intelligence Solution facilitates better health outcomes and lowers
healthcare costs by providing: 1) insight into health status and
risk, 2) clinical guidance on necessary health actions, 3)
personalized motivation to close gaps in care and 4) measurement of
outcomes. The Health Intelligence Solution derives business value
from all clinical and lifestyle health data including data from
existing wellness programs. HealthMine has more than 1 million
users and has saved health plan sponsors more than $100
million in healthcare costs. HealthMine is on the web
at www.healthmine.com.
* Total percentages may exceed 100% because respondents were
able to choose multiple responses.
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SOURCE HealthMine