Engage Members

HPOne is improving member engagement, closing care gaps and boosting Star Ratings with advanced analytics, custom technology and empathetic advocates.

Member Service

Building Member-Centric Relationships

Healthcare customer service is built into our business processes and technology, enabling skilled agents to support any type of request. Annually or during periodic service cycles, our Medicare call centers can handle critical member service and care management support.

Onboarding
  • Welcome (Back) Calls
  • Wellness Visit Scheduling
  • Health Assessments
  • Member Benefits Education
Member Service
  • Tier 1 Service Inquiries
  • Eligibility Requests
  • Service Follow-Ups
Health Engagement
  • Medication adherence, reminder calls
  • Preventative services, reminder calls
  • Rewards Programs
Satisfaction Monitoring
  • Member Experience Surveys
  • Disenrollment Studies
  • ANOC Outreach

HPOne’s platform and technology is built for handling both inbound and outbound healthcare engagement programs. We can transition member services activities from internal operations or external vendors faster than anyone in the business, with an infrastructure that will exceed any plan's quality standard. It’s member-centricity at its best.


Star Ratings Promoter

Boost Star Ratings Through Advanced Analytics

Health insurers seeking to boost their CMS Five-Star Quality Ratings know firsthand the challenges and complexity in earning high scores and the quality bonus payments that go with them. With HPOne as your partner, we will focus on the Star Measures where you are underperforming and build a comprehensive engagement program designed for maximum impact.

White Papers

Browse our library of Star Ratings action plans and white papers to learn about our innovative approach to closing care gaps in critical measures.

Star Ratings Report Card

Deploying Strategic Analytics

The HPOne team provides expertise in data analytics, member health engagement strategies and Star Ratings scoring methodology to deliver programs to bring improvements to over 45 non-clinical Star Measures.

Using a health plan’s current and past scores overlaid with plan population size, demographics and competitive analysis, our team targets specific categories with the highest potential for influencing overall Star Ratings. For each measure targeted, detailed plans are developed for the best course of action for improving the score.

An individualized "Report Card" identifies what care gaps we can help close.

TARGETED INTERVENTIONS CLOSE CARE GAPS

HPOne focuses on the Medicare Star Ratings measures most impacted by patient engagement and identifies the outreach opportunities to drive satisfaction and improved scores. We take a systematic member-centric approach to addressing the care gaps and develop a tailored solution for each plan.

Design Communication Plan

Design Communication Plan

Outbound and inbound call guides mimic the voice of the health plan and simplify the communication so members get exactly the information and guidance they need. Offline and online mailers generate awareness and call to action that work in synch with calling campaigns.

Implement Custom Technology

Implement Custom Technology

Custom-built automation platform manages and reports on every interaction. IVR routing, call tracking and data analysis tools are used to evaluate campaign effectiveness in real-time and adjustments are made during the program to maximize opportunity for overall success.

Engage Care Coordinators

Engage Care Coordinators

Our exceptional team of selectively hired and trained care coordinators is deployed to conduct member interactions via phone. Empathetic and patient, these coordinators are skilled at speaking with and engaging members to develop meaningful connections in support of the improving the targeted outcomes.