Tips to retain your members during open enrollment

October 7, 2021
Josie Livengood

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Open enrollment is less than a month away, which means you stand to potentially lose members. No health plan wants to lose members, but it’s especially bad when you remember that it costs five times more to acquire new members than to retain your current ones. So, with only a few weeks left until open enrollment, what can you do to change the minds of members considering leaving your health plan? We have a few ideas.

Add digital features that members can use.

We don’t just mean your health plan’s online member portal either. We mean digital features that are quick and easy for you to implement and that members will actually use. For example, one survey found that 58% of respondents seek online tools to compare and review payers. Lucky for you, we actually have an app for that. If your members love the digital tools you offer, they won’t want to leave your plan for one that is less tech-savvy.

Telemedicine is the new normal.

If you aren’t already offering telemedicine, you need to. Now that so many people have used telehealth because of COVID-19, many have reported they’ll continue to use it even after the pandemic. In fact, 85% of respondents in one study said they were likely to choose telehealth for their next appointment. Survey respondents listed convenience and reduced travel time as benefits. Other positives that respondents noted were:

  • Flexibility.
  • Reduced contact with sick people.
  • Saving money on transportation and childcare.

For many busy adults, telemedicine is a much more convenient way to receive medical care. Plus, it’s an affordable and easy digital feature you can add to your plan offerings.

Communicate. Communicate. Communicate.

Ensure your members know you are there for them by communicating the benefits included in your plans and be certain they know how to use them. Most people avoid communication from their health plans, so surprise them by reaching out to offer them support and show appreciation even when they aren’t in the middle of a medical claim situation. This could mean having your customer service team contacting members via phone, sending out thank you gifts to show your appreciation, or even writing thank you notes to show your appreciation.

Implement an email campaign.

Aside from offering new benefits, you can also use the power of persuasion to make sure members don’t leave. As we get closer to open enrollment, set up an email campaign that reminds members of all the great features and benefits you already offer, and remind them of how stressful it can be to go to a new health plan. Not all providers are in the same networks, so if your member has a family physician they see and love, remind them that they might not be able to see that physician anymore if they switch health plans and that new health plan doesn’t have their provider in-network. Sending quick, easy-to-read materials on the benefits you offer can also help change members’ minds; sometimes members just need a refresher on the great perks they already receive from your plan!

Final thoughts.

When open enrollment comes, you don’t have to sit around with fingers crossed that you don’t lose too many members. You can actually do something proactively to try to retain members. Sure, there are only a few weeks left until open enrollment begins, but that’s plenty of time for you to make some easy but impactful steps that could mean the difference between retaining your current membership and spending five times more to gain new members to replace the ones you lost. The tips in this blog are effective and simple to implement, especially on a time crunch. And if you need extra help, we’re here for you.

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Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download Your Guide to the Transparency in Coverage Rule

Discover how the the new rule will affect TPAs and health plans and how you can start your journey to compliance.

Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Patient Advocacy 2.0 White Paper

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download Your Guide to Unique Benefit Offerings That Don't Break the Bank

Discover how to add value to your health offerings that delight clients and members but don’t cost a fortune.

Download The Sedera Case Study

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Lowering Organizational Member Cost Guide

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download The Lowering Organizational Member Cost Guide

Discover what health plan members had to say about the value of patient advocacy in our survey.

Download the Complete Guide to Growing Your Health Plan Membership

Learn the best strategies and tips for growing your members while keeping costs low.

Download the Complete Guide to Growing Your Health Plan Membership

Learn the best strategies and tips for growing your members while keeping costs low.

Download the Complete Guide to Retaining Health Plan Members.

Learn the best strategies and tips for retaining your members while keeping costs low.

Download Healthcare Consumerism 101: A Playbook for Health Plans

Learn the best strategies and tips for retaining your members while keeping costs low.

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