Consumers are still immensely confused and frequently frustrated by their health benefits. Therefore, increasing number of payers are investing in 1:1 health advocacy or concierge care management programs that seek to improve both members’ experiences while addressing payers’ cost and quality concerns. According to the National Business Group of Health®, employer-sponsored health advocacy programs are growing in popularity, with more than one-third of large U.S. employers planning to deliver concierge care management services in this year.
Done right, health advocacy programs can save employers money, improve employee satisfaction, increase quality, and improve outcomes. However, these services also can create new per-member-per-month costs. To optimize everyone’s return on a health advocacy investment, it is critical to leverage national, regional, and local data to produce predictive algorithms and analytics that:
- Pinpoint the most appropriate members for the service
- Segment populations for different types of advocacy
- Train customer care representatives to interact with different members in different ways
- Analyze results to ensure continuous improvement across all dimensions of a health advocacy program