3 Ideas: Speak to your Members in Ways and Channels that Resonate with THEM

Many health insurers, all rich with member data and statistics, still struggle to leverage that data when communicating with their policyholders at key touchpoints. This results in low impact interactions with them and ultimately low value to both members and plans.

In our consumer-driven healthcare world, the value of having a comprehensive customer communications management (CCM) solution cannot be ignored. Technology that leverages your member data and personae to deliver personalized messaging and material at key touchpoints can help insurers monetize more of their member interactions.

Here are 3 core areas to address:

  1. Engage through the members’ preferred channels: Know how each member wants to interact with you – what are the communication channels and media they prefer? If you take the time to identify this key element, you can leverage technology to deliver a personalized experience, especially when it comes to written communications. As we continue to transition to digital, this can be a game-changer for some plans in terms of developing deeper member loyalty strategies. If one plan won’t do it, they will find one that will.
  2. Think about influencing member medical management: Insurers can customize typical communications to specific member demographics, promoting wellness & preventive care programs, disease management guidance, and other tools to improve member health and healthcare outcomes. While some still debate how much we can influence behavioral change, one thing is clear: health plans mustleverage every tool available to try to move this needle.
  3. Help consumers improve their understanding of health insurance, during enrollment and throughout the entire journey: Healthcare literacy is still a huge issue on a number of fronts. A May 2015 Bureau of Economic Research (Bhargava, Loewenstein & Sydnor) study found that “most subjects lacked… understanding of insurance concepts such as a deductible and copayment, and these deficits in insurance literacy predicted poor plan choices.” Improving this literacy will help increase satisfaction by providing members with information pertinent to them individually, while helping them better understand their benefits and how to best use them.

Xpertdoc’s award-winning CCM technology is being used by a number of health insurers for these very purposes, and numerous others including easing the enrollment process and helping plans migrate to digital to improve member experience. As they use our technology to enhance the resonance of their interactions with policyholders, they are also able to drive previously untapped internal efficiency gains. More on this latter point in my next blog.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc