Improve Member Engagement with Medical Payment Data Access
Taking care of health insurance premiums and getting access to medical payment data shouldn't have to be stressful or complicated for your members but is often major obstacle. By law, patients have the right to access Protected Health Information (PHI) that includes their medical and billing records maintained by or for a covered health care provider. Here are some of the ways simplifying the member's medical payment data accessibility improves member engagement.
What is Member Engagement?
In the simplest terms, member engagement is the interaction health plans have with their members. Before digital advances in technology, member engagement was limited to premium payments and claims reimbursement. Modern technology has increased interactions between members and service providers, allowing members access to their medical health and billing information with the ease of a member portal.
Why Member Engagement is Important?
Member engagement builds positive relationships between health plan service providers and their patients. Positive member engagement experiences help:
- Improve member experience and satisfaction
- Reduce the comprehensive cost of care
- Improve overall healthcare
A healthcare management system should be an uncomplicated experience for members as well as billing departments. It's important to provide members with simple solutions, not complicated, frustrating experiences. Here are some of the ways to achieve that.
Multiple Payment Options Support Diverse Users
Providing your members with access to a patient-centered financial experience will provide them with a satisfying member experience while increasing brand loyalty. Members are looking for:
- Easy and flexible online payment options
- The ability to pay by phone
- Multilingual options
- The capability to manage premium payments for split households
- Help with understanding their payment responsibility
- Easy access to documentation about payments and transactions
A Single Sign-On Solution Reduces Frustration
Members have access to a mobile-optimized, single sign-on solution to access their payment information. Integrated with your portal and branded to your organization, it assures members they are in the right place. The ability to store payment information in their member profiles makes submitting payments fast and simple.
Flexible Online Payment Methods Foster Quicker Payments
Members need a variety of online payment options available to them because one single option isn't the best option for everyone. Gone are the days of payments getting lost in the mail or forgotten to be sent out. Digital payment options offer members the added security of knowing that their premium payment was received and properly credited to their account. Several options are available for members to pay their premiums or binder payments.
- Credit cards
- One-time, recurring or partial payment
- Integration of Lockbox transactions (limited to settled transactions)
Members who have positive billing experiences are more likely to pay their bills in full, increasing your collections and driving revenue for your practice.
Multiple Payment Options Enhance Convenience
Making it easy for your members to pay their premiums goes beyond offering online payment options. Those without reliable Internet access or who aren't comfortable with online technologies woud benefit from the ability to make payments over the phone. Phone payment options are not only convenient for members, but it also helps drive down call center volume.
Access to Financial Transactions Builds Trust
Having relevant payment information at their fingertips helps members keep track of premium payments and understand their portion of medical costs for services they received.
- Invoices, transactions, and member responsibility payments
- Member incentives paid to them for taking health actions
- Electronic Explanation of Benefits (eEOBs)
This transparency helps build trust with members. They can see what is going on behind the scenes with their medical payment data. Providing simple access to payment information increases member engagement by keeping them informed of activities related to their health and the healthcare benefits they are entitled to.
Simple Member Payment Processes Offer Flexibility
By providing medical payment data information in one place helps members understand their portion of the healthcare costs. Access to flexible payment options makes it easier for them to submit payments consistently and on time. As a result, you can:
- Deliver more positive and financially transparent experiences for members
- Achieve member satisfaction
- Increase member payment collection rates
- Streamline payment reconciliation
- Expand service offerings without a vendor change
- Reduce administrative overhead
Using our Premium Payments platform allows you to increase your ratings with Centers for Medicare & Medicaid Services (CMS) and Healthcare Effectiveness Data and Information Set (HEDIS) and establishes your reputation in the market as a top choice by consumers seeking health plan coverage.
The health plan member portal enables members to navigate to the payment portal via single sign-on effortlessly. There, they can independently review and pay health insurance premiums and access other healthcare financial information, such as:
Payment experience plays a powerful role in whether a consumer bonds with a brand. If health plans fail to deliver a positive, personalized experience, it won't matter how good their other services and benefits are for the consumer. Simply put, if a health plan's payment experience is positive, they are likely to be successful, but if not, they are at risk of losing members to other plans.
Make providing members with simple solutions that aren't complicated, frustrating experiences a priority.
To learn more about how our Premium Payments Solution can help simplify the payments process for your members and how it can support your provider practice, connect with our team or download our free info sheet: Premium Payments - Increase your premium payment collections while improving member engagement, satisfaction, and brand loyalty.