Retention

Member acquisition costs continue to skyrocket. Plan break-even now requires many months or years of membership. The ranks of the unemployed and uninsured are growing.

For health plans, the most significant opportunity and risk in the current market environment is member retention…the key to economic viability.

Member retention is not an isolated activity. It begins at the acquisition process and continues through every touch point of the member life cycle. Our approach to retention:

• Identifies specific drivers of disenrollment unique to each payer
• Delivers an action plan of initiatives to address each root cause
• Educates, reinforces benefits and addresses member misunderstandings
• Prevents minor irritants from becoming disenrollment triggers
• Improves member satisfaction and loyalty through periodic calls

For health plans, the potential benefits of a disciplined member retention initiative can be substantial: a 20% increase in average member persistency will yield an incremental $900 per policy in contribution margin for Medicare members, and more than $250 per policy for under-65 members.