Healthcare providers rely on the vital information gleaned from Health Risk Assessment’s to proactively manage the health of their vital members. Completing these assessments can be a somewhat challenging task for many providers to achieve in high numbers.
OmniCare365 developed a series of best practices that have led them to delivering stellar completion rates for their clients, even among high risk populations. Additionally, these best practices were built on the foundations of strict security / compliance guidelines and adherence to both quality and service level requirements.
When selecting a partner to manage Healthcare Risk Assessment outreach, OmniCare365 recommends that providers seek out those that adhere to these high standards.
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.
Establish a Data-Driven Mentality
OmniCare365 reporting utilizes a sophisticated real-time data analytics platform, giving our client partners real-time access to all contractual Key Performance Indicators and detailed insights into how improvement initiatives are impacting the business.
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 provides a certified bilingual team to ensure we maximize opportunities to complete HRAs internally for your members needing a language other than English.
A True Partnership Mentality
Full alignment between OmniCare365 and our Client Partners are the key to success. Our suggested program cadence provides the necessary alignment and collaboration opportunities to consistently review, document and track program improvement initiatives that will positively impact the business.
Train your teams to be Champions
From overcoming member objections to showing empathy, specialized HRA training is an essential part of our team’s success. OmniCare365 established a clearly defined training program that includes a mock-call certification program that HRA Specialists must successfully complete prior to their first live call and considers this to be an important component to overall success.
Exceed Quality Monitoring Requirements
Little problems can quickly turn into larger ones if they are not identified early. OmniCare365 leaders recommend that HRA Health Plan providers insist on rigorous Quality Assurance monitoring to make the necessary adjustments that make the difference in completion rates, member experience and compliance.
Effective Coaching and Feedback
With strong data systems and strict Quality Monitoring in place, proper coaching that is well documented and tracked is critical to a successful coaching / feedback session and is integral to maintaining a culture of continuous improvement.
Accurate and Timely HRA Outreach and Compliance Reporting
The final step of providing exceptional HRA services to our Client Partners is through accurate and timely reporting. OmniCare365 understands the importance of the data that is delivered back to our client partners and is committed to providing weekly reporting that includes at a minimum, all outreach attempts made to each member as well as the outcome of each of those attempts.
High completion rates and great member experiences are the most obvious form of success for any HRA program. Following these best practices will ensure high completion rates that are balanced by superior member satisfaction and compliance.
