Vance Clipson’s stories
Health plans should use proactive engagement to reach members and increase enrollment.

We live in a world where the use of text, automated voice, email and smartphone push notifications to engage today’s consumers is no longer a luxury. Consumers have come to expect this kind of engagement from their banks and airlines, and their responsiveness and loyalty is often based on these kinds of interactions. Will Rogers […]

The healthcare industry can benefit by leveraging automated, proactive engagement to reach patients across several stages of care.

We’re constantly connected. We expect a text if our checking account gets low, an email if the book we ordered has shipped and a push notification through our mobile app if our flight is changed. And just as we expect automated outreach from banks, airlines and other companies, we now expect reminders and guidance from […]

Home and auto insurance companies can avoid customer leakage by building a customer experience around automated and natural self-service options.

In my most recent post, I discussed how health plans came in dead last out of 20 industries in the 2016 Temkin Experience Ratings. Other industries have evolved their customer experience, raising consumer expectations that health plans are simply not meeting (but there are steps health plans can take to improve). Auto and home insurance […]

In a recent ranking of customer experience by industry, healthcare came in dead last.

Temkin Group recently released their 2016 Temkin Experience Ratings, which grades companies across different industries on the basis of customer experience. It may not come as a surprise to my colleagues in the healthcare industry that health plans were rated lowest of all 20 industries evaluated. (No health plans were even ranked among the top […]

In order to stay competitive, insurance companies need to adopt stronger customer communication practices, including omni-channel service and cloud technology.

I’m not always the biggest fan of my bank, but I have to admit that when it comes to my “consumer experience,” they’ve spoiled me. I can access account activity and details across multiple channels ­– I’ll always get the same information through each – and if I need to know about a specific activity […]

The healthcare industry is poised to embrace innovation and speed in the Year of the Monkey.

In my most recent post, I took a look at what I view as two of five top engagement-related issues I’m seeing as we enter the Year of the Monkey: Quality measures, with Medicare Advantage as the “Star” Scaling adherence and tools in chronic health management Considering Nuance’s status in the industry as a leader […]

healthcare-industry-embraces-innovation-speed-in-year-of-the-monkey

Yes, you read the headline correctly – and you might think “Vance just ran a bit late on his blog post and is trying to cover it with this Year of the Monkey business.” And at that point, I’d say, “Considering the horrible pun you just made, we’ll call it even.” Each year – Chinese […]

auto-tech-evolves-but-don’t-forget-car-insurance

The Consumer Electronics Show (CES) is always the talk of the town this time of year. CES has become the center stage for introducing new vehicles and auto technology to the world (and Nuance’s Dragon Drive is front and center, as it enables many of the world’s leading car brands to turn their offerings into […]

Good customer service attracts new members and drives re-enrollment of health plan customers.

The U.S. Department of Health and Human Services (HHS) expects 10 million people to enroll through government-run insurance exchanges by the end of the current period, up from 9.1 million last year. This will shine a light on the issues created by the increasing amount of interactions plans have with shoppers and enrollees. In addition […]

The health insurance industry is at a critical transition point, and needs a little help from a friend to increase member retention and re-enrollment.

How long have you known your best friend? Since grade school, college, or maybe you just met recently? No matter the length of your friendship, best friends have a special bond and share a unique relationship dynamic. Maybe you know each other so well you finish each other’s sentences. Maybe you can communicate with a […]

Winter – and the season for predictions and trends – is coming, so here are three trends where healthcare payers should take notice.

Winter is coming. It’s the fourth quarter and time to prepare for an avalanche of 2016 predictions and trends. While it may look like I’m simply along for the ride and issuing my own set of trends to watch, I’d like you to consider these a call to action for you and you organization. Much […]

A tsunami of 11.7 million members enrolled in health plans through the nation’s health insurance marketplaces during the past open enrollment period and health plans are wrestling with the needs of their new customer base to increase satisfaction and retention.

A tsunami of 11.7 million members enrolled in health plans through the nation’s health insurance marketplaces during the latest open enrollment period, and health plans are wrestling with how to deal with the marketplaces’ success. This wave of new members has a big impact on health plans’ business. It not only increases the number of […]

Rather than staffing up, eHealth employed proactive customer engagement to deflect calls, enhance the experience and contain costs.

In December, I wrote about the two opposing philosophies that government and private insurance exchanges appeared to be employing as the 2014-15 open enrollment period got under way. The analogy I used to illustrate this was that of a homeowner trying to clear their house of mice. Is the solution building a better mousetrap, or […]

Text messaging provides a cost-effective way to connect with customers on their preferred channel.

Just text me. That’s the phrase that people are hearing more and more often as smartphones become the preferred communications device for the majority of the world. In fact, according to Pew Research, 97 percent of smartphone users text on their phone at least once a week. The writing is on the wall – mobile […]

Chronic members rely on proactive engagement from health plans to keep healthy.

Several months ago, Nuance commissioned a survey of American health consumers to learn about the most effective ways health plans and providers can reach and engage them. The results made it clear that health consumers want proactive outreach from their health plans. And, for those with chronic conditions, the need is even greater. Our research […]

This April Fool’s Day, let’s stop making our customer experiences better.

Nuance has been a pioneer in customer service solutions leveraging natural language understanding, proactive engagement and virtual assistants for years. We’ve anticipated shifts and trends in how people want to interact with technology and are leaders in delivering intelligent self-service solutions that empower customers. This pioneering spirit is omnipresent at Nuance, and I’m proud to […]

eHealth employed proactive automated outreach to deflect calls, enhance customer experience and contain costs.

“If it’s drowning you’re after, don’t torment yourself with shallow water” – Old Irish saying In December, I wrote about how health insurance exchanges are handling the deep, deep water of inbound calls during open enrollment season in different ways. Many were simply staffing up – the Federal exchange’s call center hired 15,000 new agents, […]

New research from Nuance shows what health consumers, including Millennials, Medicare and Medicaid beneficiaries, want from health payers and providers.

Today, healthcare executives are dealing with a convergence of issues, including exchange implementation, Medicaid expansion, regulatory compliance and the growth of population health management programs. Underlying all of these challenges is the need to effectively engage health plan members to successfully improve outcomes, control costs and differentiate from competitors. To learn about the most effective […]

healthcare organizations are able to reach and engage more patients through automated outreach

In a previous post, I shared a few tips for how to use automated outreach to drive enrollment in disease management programs. In the post, I invoked a Will Rogers quote advising healthcare organizations to “drink downstream” from other industries. Banks, airlines and others have set the bar for using text, automated voice, email and […]

insurance exchange

How do we catch the mice? Build a better mousetrap, or take the route of adding more and more clever cats to the situation? It’s kind of a crude analogy, but I feel like those are the two strategies emerging in the world of insurance exchanges, as enrollment season number two is underway.  Abby Goodenough […]

population-health-management

We live in a world where the use of text, automated voice, email and smartphone push notifications to engage today’s consumers is no longer a luxury. Consumers have come to expect this kind of engagement from their banks and airlines, and their responsiveness and loyalty is often based on these kinds of interactions. Will Rogers […]

Automated outreach

We’re constantly connected. We expect a text if our checking account gets low, an email if the book we ordered has shipped and a push notification through our mobile app if our flight is changed. And just as we expect automated outreach from banks, airlines and other companies, we now expect reminders and guidance from […]

Varolii

This flu season has included another round of statistics and stories that seem avoidable. While this season didn’t match last year’s impact on children (the 2012-13 flu season saw 169 pediatric deaths), we still touched ““epidemic” status because 7.5 percent of all U.S. deaths during the second week of January were due to flu and […]

auto_pilot

Most of us aspire to having “auto pilots” in our lives: a thermostat that regulates the heat in our house, Outlook calendars that remind us that meetings are coming up, perhaps a coffee maker that starts itself just before you wake up. And airline pilots responsible for jumbo jets with hundreds of passengers appropriately rely […]

treat_patients_like_customers1

In my last blog post, I wrote about how provider groups may have the best clinicians delivering the highest quality care, but can’t rely on just that to bring in patients. And that those great doctors and nurses aren’t necessarily going to draw in patients for important, clinical quality measure-related preventive health immunizations, tests and […]

For years, the healthcare industry took a quantity over quality approach to reimbursing providers for care delivery. However, newer payment models (whether ACO, Meaningful Use, Medicare Star, or other programs) connect financial incentives and reimbursements to key clinical quality measure (CQMs), which motivate healthcare organizations to engage with patients in new ways. It’s no longer […]

field-of-dreams-scene

Why You Shouldn’t Listen to Kevin Costner I suppose you could take that headline any number of ways. If you’re a purist, Costner’s Bull Durham and Field of Dreams are easily two of the best baseball movies ever made.  If you’re a big-time Hollywood investor, Costner’s Waterworld might make you think twice about believing in his […]

survey

Recent news of the exit of nine Pioneer ACOs has spurred  debate about whether these types of programs will work and what ACOs need to do to meet stringent quality care and cost initiatives. Experts say that, to be successful, providers need to focus on the fundamentals: Evidence-based care Population health management programs Better use […]

HeaderHCClinics

When I was at PacifiCare Health Systems in the late 90’s, I can recall—very rarely—coming across worksite clinics at large employers.  The care they delivered was pretty basic:  Band-Aids, Tylenol, treatment for simple workplace injuries, etc.  Still, we were often called upon to find a way to integrate their care delivery into the benefit plans […]

passenger_on_phone

Healthcare organizations need to start treating patients like airline passengers. It’s a bit of a head-turning statement isn’t it? But there’s truth in it. Historically, our experience with the airlines entailed interacting with a travel agent, booking a trip, bringing our paper ticket to the airport counter and getting on our flight. We had no […]