2015 Health Plan Member Satisfaction Study Released by J.D. Power

Health plan overall member satisfaction averages 679, a 10 point improvement from 2014, found a new study by J.D. Power.

The study now in its ninth year measures satisfaction among members of 134 health plans in 18 regions throughout the U.. by examining six key factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service. Satisfaction is calculated on a 1,000-point scale, the firm said..

“Following a year filled with negative news coverage about health insurance, a bumpy start to the launch of the Affordable Care Act, and an atmosphere of fear, member satisfaction with health plans has increased significantly as plan administrators take a customer-centric approach, helping to build member trust and loyalty,” the study revealed.

The increase in satisfaction is driven by improved performance across all factors, most notably in information and communication (+17 points), which is primarily a result of efforts among many of the health plans to retool their approach by refining messaging, adjusting message frequency and upgrading their website. Satisfaction in the customer service factor has increased by 11 points, driven partially by matching communication methods to member preferences, such as mobile and text. Cost satisfaction increases by 13 points while fewer members indicate having experienced an increase in their monthly premium, as well as a decline in overall out-of-pocket expenses for individuals and families.

“Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust. However, there is still a lot of work to do,” said Rick Johnson, senior director of the healthcare practice at J.D. Power.

“Health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan. When members perceive their plan as a trusted health partner, there is a positive impact on loyalty and advocacy.”

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No need to buy a directory of managed care for the whole country when
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of Managed Care Organizations Database State Edition 
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The study found that overall satisfaction is significantly higher among the 19 percent of members who strongly agree their health plan is a trusted partner in managing their health. Among members who say they “strongly agree” that their health plan is a trusted partner, satisfaction increases by 201 points.

 KEY FINDINGS

  • Members who say they “strongly agree” that their health plan is a trusted advisor are less likely to switch health plan providers.
  • Within information and communication, satisfaction ratings have improved from 2014 in the factor’s four attributes: ease of understanding your plan’s benefits and services (6.4 vs. 6.2, respectively, on a 10-point scale); frequency of communications (6.3 vs. 6.1, respectively); usefulness of information (6.4 vs. 6.2, respectively); and variety of communications (6.3 vs. 6.1, respectively).
  • Similarly, satisfaction ratings have also improved year over year in the attributes within the cost factor: premiums (5.9 vs. 5.7, respectively); deductible amount (5.8 vs. 5.7, respectively); co-pays for prescription medication (6.4 vs. 6.2, respectively); and co-pays for doctor visits (6.3 vs. 6.2, respectively).
  • Overall member satisfaction is 108 points higher among members who have contacted their plan via mobile app at least once in the past 12 months than among those who haven’t.  While members under 40 years old contact their plan via text and mobile app at a significantly higher rate than older members, the telephone is still the most frequently used contact method across all age cohorts.

Study Rankings

Satisfaction is highest among health plan members in the California (695), Northwest (693), IllinoisIndiana (689), Michigan (688) and Mountain (686) regions. Satisfaction is lowest among members in the New England (664) and the Southwest and MinnesotaWisconsin regions at a tie (665).

In a related development, J.D. Power plans to release a Health Insurance Marketplace Exchange Shopper and Re-enrollment Study (HIX), focused on member satisfaction with health plans purchased through public exchanges, as well as the shopping experience on those exchanges, this month. In October 2015, J.D. Power will also release a Medicare Advantage Study, focused on member satisfaction with Medicare Advantage plans.

The 2015 Member Health Plan Study is based on responses from more than 31,000 members of 134 commercial health plans across 18 regions in the United States. The study was fielded in November and December 2014. For more comprehensive health plan rankings for all 18 U.S. regions, please visit www.jdpower.com.

Following Are Member Satisfaction Index Rankings :

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More than 4000 Physicians Now Designated Patient Centered Medical Homes by Blue Cross Blue Shield of Michigan

Some 4,022 primary care doctors, have been designated as patient-centered medical homes for the 2014 program year by Blue Cross Blue Shield of Michigan.

The doctors are members of 1,422 physician practices that combined care for more than 1.2 million BCBSM members in 78 of Michigan’s 83 counties.

The program, in its sixth year, continues to lead the nation in size and cost savings, BCBSM said.

The health plan said it recorded certified savings of $155 million in prevented ER and hospital claims from the first three years of the PCMH designation program.  Savings estimates for year four are expected later this year.

“Data from 2013-2014 shows adult patients in Blue-designated PCMH practices had a 27.5 percent lower rate of hospital stays for certain conditions than non-designated practices,” BCBM said. Continue reading

News Release – 2014 National Directory of Managed Care Organizations Database Produced

News Release

For Immediate Release

New Edition of Database Provides Overview, Details and Managed Care Market Key Decision Makers

Phone: 1- 800-516-4343

ALLENWOOD, NJ – The 2014 edition of the National Directory of Managed Care Organizations has been published by the Managed Care Information Center.

As in other industries – there has been consolidation in the managed care organization arena as well, Managed Care Information research has found.

Research on the 2014 edition of the National Directory of Manaaged Care Organizatyions project results reflects the various health plan consolidations – mergers and acquisitions.

The unique database provides market intelligence information on more than 1180 managed care organizations representing 5,279 health insurance plans.

The new edition includes listings of all managed care companies including health maintenance organizations (HMOs), preferred provider organizations (PPOs), consumer driven health plans (CDHPs), health savings accounts (HSAs), point-of-service plans (POS), and several other types of managed care organizations.

The directory database also covers specialty HMOs and PPOs, and includes details on TPAs, POSs, EPOs, Medicare and Medicaid health insurance plans, and Medicare Advantage Health plans and Medicare Part D prescription plans.

The directory is known for providing more “need to know” detail in the managed care organization profiles presented.

Organization profiles include the health insurance companies’ main address, phone, fax, and key executive officers.

To help users ‘size’ a market, the directory includes the number of primary care physicians and specialist physicians in the managed care company network; and the number of hospitals with which the health plan has contracts.

The database includes such key contact names as CEO, CFO, COO, medical director, and CIO. The name of the parent organization, the year the organization was founded, and web site address also is provided.

The National Directory of Managed Organizations Database with user’s manual and instructions is delivered on CD-Rom.

For more information contact The Managed Care Information Center – Health Resources Online  toll-free telephone 1-800-516-4343, email: info@healthresourcesonline.com

Or click on this link: National Directory of Managed Care Organizations Database

Address: The Managed Care Information Center, PO Box 456, Allenwood, NJ 08720

Contact: 1-800-516-4343

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The 2014 edition of the National Directory of Managed Care Organizations Database is Now Available

The 2014 edition of the National Directory of Managed Care Organizations Database is now available.

We have completed a full, thorough update and verification of the database. So it is ‘squeaky clean.’

For ‘bragging’ rights we want you to know that our work is extremely detailed. We especially zeroed in on C-Suite and other senior health plan executives.

Results: 12,282 changes to the database.

There has been – as in other industries – consolidation in the managed care organization arena as well, our research has found.

The research project results reflects the various health plan consolidations – mergers and acquisitions.

The National Directory of Managed Care Organizations Database has been continually researched, verified and compiled by the Managed Care Information Center team since 1996.

The database includes hard-to-find managed care information on HMOs, PPOs, POSs, Specialty MCOs,  health plans that offer consumer driven health plans (CDHPs) and health savings accounts (HSAs) , Medicare Advantage plans, Medicaid Managed Care plans,and Medicare Part D prescription plans.

For details on the new edition of this trusted database visit: http://bit.ly/1gJFVba

 

Three Additional MCOs Signed For State Medicaid Health Services in KY

Anthem, Humana and Passport have signed agreements with the Cabinet for Health and Family Services to provide healthcare services to state residents who will be newly eligible for coverage under the expansion of Medicaid, a provision of the Affordable Care Act.

The three new MCOs are in addition to Coventry and WellCare, which are currently serving this area, officials said.

Beginning October 1 residents in 104 Kentucky counties who are determined to be newly eligible for Medicaid will be able to choose the health plans as their healthcare provider for coverage effective Jan. 1, 2014.

“Under the terms of the contract, the three MCOs will initially serve exclusively the more than 300,000 who will be newly eligible for Medicaid,” officials said. Continue reading

Selling to Managed Care Organizations? Share Your Insight

For sales, marketing and business development directors, if your market includes health payers, take moment to participate in this very brief Managed Care Organization Vendor Sales Insight Leaders’ Survey from the Managed Care Information Center.

We are confident that the results will be of keen interest.

Your participation will only take a moment to answer two short questions. We will share the results with those who respond to the survey.

Please click on this link now: Managed Care Organization Vendor Sales Insight Leaders’ Survey

Putting the Finishing Touches to our National Directory of Managed Care Organizations

There are a handful of records left to complete in our re-verification and update research project for the National directory of Managed Care Organizations Database.

Already there have been more than 7,000 changes found and edited. Once we get through the entire file, then we go back over the company records that we had questions on.

Consolidation is continuing in the managed care organization market, we are finding.

Our research has found companies no longer exist or they have been acquired by other health insurers.

Among the acquirers are UnitedHealth Group and Aetna.

The database includes listings of health maintenance organizations (HMOs), preferred provider organizations (PPOs), Consumer Driven Health Plans (CDHP), Health Savings Accounts (HSAs), point-of-service plans (POS), and several other types of managed care organizations.

The database alsoincludes specialty HMOs and PPOs, and includes details on PBMs, URs, TPAs, PSOs, POSs, EPOs, Medicare and Medicaid Plans, Medicare Part D plans.

For descriptive information on the database, please click on this link now:  The National Directory of Managed Care Organizations 2013