Northeast
health plan 

Excelled in customer care while improving staff morale and productivity

Measurable impact

After adopting MedeAnalytics Employer Reporting, this northest health plan achieved record metrics, including:

mos
payback time on solution
%
reduction in ad-hoc report turn-around time
%
reduction in standard report turn-around time
$M
savings from increased efficiencies & revenue growth

The story behind the numbers...

The Challenge

Most of the issues this organization was facing are challenges that many payers experience throughout the healthcare industry, including:

  • Information rich, insights poor
  • High customer attrition
  • Siloed data
  • Turn Around Times (TAT) clocking in at 3+ weeks for standard and ad-hoc reporting
  • 700+ employees
  • 425K+ lives covered
  • $7B revenue in 2020

The Solution

MedeAnalytics and this northeast health plan collaborated closely to set actionable goals and guiding strategies for successfully deploying the Employer Reporting solution. These included:

Goals

Strategies

Deliver 360-degree view of a single source of truth for employer and broker customers

Put powerful, self-service tools in the hands of customers

Identify opportunities for standardization and cost savings

 

Reduce report TAT to increase customer retention

Equip information consultants to be clients’ strategic advisors

Provide value-added services and data-powered information to help clients create multi-year plans

Transform staff productivity and morale

Set measurable metrics to work toward (e.g. TAT time)

Focus on value to customers, executives, and internal stakeholders that will pay back on investments

Set realistic expectations for deployment and ramp up

Reimagine the role of the analyst to take full advantage of new efficiency and productivity opportunities

This in-depth, unified planning effort paid off remarkably. Deploying Employer Reporting halted the loss of strategic clients, transformed staff productivity, redefined information consultants’ roles to better serve customers, dramatically reduced TAT time, and boosted customer and staff satisfaction.

Presbyterian is already working on plans to further their predictive and optimization analytics with MedeAnalytics innovative solutions.

“As we moved into this self-service analytics environment with Employer Reporting, we noticed a meaningful increase in customer satisfaction. The ability to provide our brokers and employers with real-time data and analytics insights has been critical to our success. Since deployment, we won back many of the contracts that we’d lost in prior years – including some of the largest clients within the state – and gained a significant list of new customers, as well.”

Manager, Employer Analytics, northeast health plan

More about this client:

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