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LATEST THINKING


RECLAIMING PUBLIC HIX USERS WHO OPT TO DROP

Why do nearly 40 percent of public HIX dropouts choose to depart?

Analysis

The good news is that elective dropouts want help. And they are considerably more likely than the overall HIX population to expect their healthcare payers to provide it (33 percent vs. 14 percent).

The key message for both healthcare payers and public health insurance exchanges: Elective dropouts need plan designs and services that are tailored to their individual preferences.

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Elective dropouts want help from health plans

Video insights

How can payers help elective dropouts break bad habits?

Watch this video to learn how payers help elective dropouts break their bad habits on the health insurance exchanges.

Recommendations

Actively engaging these consumers early in their coverage would benefit both payers and public exchanges.

Access to wellness programs and similar interventions soon after initial enrollment could induce them to make more efficient use of services, including preventive care. Exchanges too would benefit since consumers who use healthcare more efficiently help keep down the costs that drive future premium increases.

Convenient services geared toward support and guidance could also benefit other consumers new to insurance. Since 36 percent of all public HIX consumers would accept a narrower network of doctors to save money, smaller, provider-centered networks could be critical enablers.

A strategy for active engagement could also help retain consumers as they move across the markets in which insurers’ plans are offered.

By building an integrated, context-driven, personalized and digitally enabled user experience platform, healthcare payers and health insurance exchanges could identify people who fit the HIX dropout profile soon after initial enrollment.

By taking steps now to change the elective dropouts’ habits, reshape their behaviors and retain them, insurers and exchanges could achieve a win-win: For their customers, and for themselves.

VIEW ARTICLE [PDF]

AHIP Institute

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Public health insurance exchanges are in their third coverage year with three open enrollment cycles completed. In each cycle the process matures and consumer expectations and behaviors adjust. The keys to sustainability for exchanges and payers include enrolling harder-to-reach consumers, keeping consumers from dropping out and effectively assisting consumers to purchase coverage that meets their expectations.

This presentation from AHIP Institute & Expo 2016 on recent consumer research illuminates the key factors that affect consumers’ satisfaction with the process and their ability to select the most appropriate plan for themselves—including how strategies such as live assistance, digital tools, standardization and other approaches impact consumer engagement. This discussion will also feature the perspective of a public exchange executive regarding the key factors to success in the exchange market in the future.

DOWNLOAD PRESENTATION [PDF]