DeepSummary
Susan Beaton, the Vice President of Health Plan Strategy at Wellframe, discusses the evolving role of digital health management and its impact on enhancing member adoption and improving the overall health plan experience. She highlights the importance of meeting members where they are, through their smartphones and tablets, and providing a seamless digital experience.
Beaton emphasizes the need for health plans to focus on the member experience, driven by consumer experience metrics like Medicare Stars ratings. She stresses the importance of offering an integrated experience, connecting digital tools with human support, and communicating at an appropriate health literacy level to ensure inclusivity and accessibility.
Wellframe's approach involves leveraging advanced technologies like AI while maintaining transparency and prioritizing data privacy and security. Beaton shares a success story where Wellframe's digital diabetes program helped members reduce their blood sugar levels by up to 25%, demonstrating the impact of combining technology and human interactions.
Key Episodes Takeaways
- Digital health management solutions are becoming increasingly important for health plans to enhance member adoption and improve the overall member experience.
- Health plans need to prioritize the member experience, driven by consumer experience metrics and the consumerization of healthcare.
- Inclusive and accessible communication at an appropriate health literacy level is crucial for engaging diverse member populations.
- Advanced technologies like AI can be leveraged to improve health outcomes, but transparency and data privacy/security must be a top priority.
- Combining digital solutions with human interactions can lead to significant improvements in health outcomes, as demonstrated by Wellframe's success story.
- Health plans should invest in digital health management solutions to drive member adoption, engagement, and long-term value.
- Meeting members where they are, through their smartphones and tablets, is essential for effective digital engagement.
- Connecting digital tools with human support and other health plan resources can provide a seamless, integrated experience for members.
Top Episodes Quotes
- “So members are going to continue to look for digital solutions to be offered by their health plans. What that means then, is health plans need to put an even greater emphasis on the member experience than they've ever done in the past.“ by Susan Beaton
- “And we see that in the Medicare stars ratings where over 57% of what the health plans will be graded on will be consumer experience.“ by Susan Beaton
- “So we make sure we provide all of that content and information at a fourth grade reading level. We make sure that what we're writing and sharing, again in multiple language, and that that's applicable across all lines of business for our health plan customers, including Medicaid, so that all members can make appropriate healthcare decisions.“ by Susan Beaton
- “And privacy and security for Wellframe is of the utmost importance for us and our health plan partners. It's a main focus for us.“ by Susan Beaton
- “But when we're able to be able to monitor things like that, and members are able to share that type of information, and we're able to track that over time. We can see the success that they have by engaging them in real time and using technology to do that alongside a mix of a human interaction with that nurse.“ by Susan Beaton
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Episode Information
Becker’s Healthcare Podcast
Becker's Healthcare
2/10/24