Strategies for Improving CAHPS Health Plan Survey Scores · 4/13/2016 · Strategies for Improving...
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Strategies for Improving CAHPS Health Plan Survey Scores April 13, 2016 “Strategies for Improving CAHPS Health Plan Survey Scores” A Webcast Presented by the AHRQ CAHPS User Network April 13, 2016 12:00 – 1:00 pm ET
Transcript of Strategies for Improving CAHPS Health Plan Survey Scores · 4/13/2016 · Strategies for Improving...
Strategies for Improving CAHPS Health Plan Survey Scores
A p r i l 1 3 , 2 0 1 6
“Strategies for Improving CAHPS Health Plan Survey Scores” A Webcast Presented by the AHRQ CAHPS User Network April 13, 2016 12:00 – 1:00 pm ET
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CareSource MISSION FOCUSED: To make a lasting difference in our members’ lives by improving their health and well-being.
Non-profit, founded in 1989 in Dayton, OH
Comprehensive, member-centric health and life services
Regionally based, serving multiple states and products
PRODUCT LINES • Medicaid • Marketplace • Duals Demo • Medicare Advantage
1.52M members
90% $11.4M Foundation grants Medical Cost Ratio
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CAHPS Strategies
Strategic / Business
Plan Outside-In (Insights) Execution
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CAHPS Strategies
Strategic / Business
Plan Outside-In (Insights) Execution
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CAHPS Strategies
Strategic / Business
Plan Outside-In (Insights) Execution
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CAHPS Proxy Strategic /
Business Plan Outside-In (Insights) Execution
Why Survey? • CAHPS Proxy mirror
CAHPS
• Gain deeper insight
• Understand member feedback at a deeper level
Develop • CAHPS is directional;
CAHPS Proxy’s is insightful
• Can understand “why”
• Understand drivers
Operationalize • “Drivers” shared with business
partners
• The “why’s” behind areas of dissatisfaction
• Target areas more effectively to improve member experience
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Health Partner Insight Strategic /
Business Plan Outside-In (Insights) Execution
Health Partner
Satisfaction
Health Partner Access
Member Satisfaction with
Providers
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Consumer InsightKey Drivers
Strategic / Business Plan
Outside-In (Insights) Execution
Rating of Health Plan
Access to Health Care
Customer Service
Plan Communication
Strategy
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Advisory Council Insights Strategic /
Business Plan Outside-In (Insights) Execution
Opportunities Tied to Key Drivers
Persona Based
Quarterly Cadence
Validate Key Drivers &
Investigate
Product Innovation Think Tank
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CAHPS Strategies
Strategic / Business
Plan Outside-In (Insights) Execution
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Call Center Partnership Strategic /
Business Plan Outside-In (Insights) Execution
Red Alerts Dissatisfied: Consumer Advocate personally contact
Green Alerts Highly satisfied: Testimonials
Real Time Alerts Members are able to rate Call Center interaction
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Insight to Execution Strategic /
Business Plan Outside-In (Insights) Execution
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Execution to Results Strategic /
Business Plan Outside-In (Insights) Execution
Focus Areas
Customer Service Member Experience
Access to Healthcare Member Communications
Outcome
#1 Medicaid Health Plan Rating 2014-
2015
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Karen Posey VP, Enterprise Strategy & Consumer Experience
