The year 2020 has been historic to say the least, and the far-reaching impact of this pandemic continues to be felt. Early in the pandemic, medical community members began to fear the worst as preventative health visits seemed to be put aside. As these delays began to reach weeks and months, the long-term consequences of such became an area of concern.
Healthcare providers rely on the data provided in completed Health Risk Assessments (HRA) to determine who is most at risk and how to intervene with preventative measures that can help their members. These measures often lead to healthier outcomes for their members. With routine medical check-ups being delayed, the HRA may be the only link to help a member who is experiencing mental or physical distress and may be in need of support.
In supporting many of these organizations before and during the pandemic, we have developed a series of best practices that support higher completion rates, particularly among the aging and special needs populations. Some of these practices revolve around how to communicate with members.
Develop a Strong Dialer Strategy: Varying the attempts across different days and time of days along with more than 4 attempts nets higher completion rates. Historical performance shows highest completion rates using up to 8 attempts for each member without negatively impacting member abrasion.
Offer Multiple Communication Methods: Standard HRA mail delivery and phone outreach are only two options for communicating with members. OmniCare365 recommends a full matrix of outreach channels which not only increases completion rates but allows members to utilize the communication channel they feel most comfortable using.
Multiple Languages support: The need to utilize a language line to communicate with your members decreases completion rates by up to 20% and negatively impacts member experience. OmniCare365 establishes a certified bilingual team to ensure that each opportunity to complete HRAs for members needing a language other than English is fully maximized.
HRA communications could be a life-saving measure for members facing a potentially serious medical condition or behavior that could lead to critical health issues. Healthcare providers should strive to reach record completion rates during these challenging times, and leverage as many tools as possible to establish this connection with their members.
About the author: Matt Hunt is the CEO of OmniCare365, a customer experience provider with a practice dedicated to managing Health Risk Assessment communications on behalf of leading healthcare providers.