A 2021 survey conducted by the management consulting firm McKinsey & Co. found that a majority of respondents were dissatisfied with their Medicare Advantage onboarding process, the company said April 18.
Three things to know:
1. Payers can design a more thorough onboarding process. McKinsey said only 19 percent of those surveyed were asked to complete a health assessment, and 5 percent said they were asked about their social needs. Less than 10 percent said their plan helped them enroll in additional benefits or arranged an in-home provider visit.
2. Many plans include messages on topics of interest to members in onboarding packets, but the messages are not always relevant to individual members, McKinsey said. Payers could maximize impact by reaching members with the right message through the right channel at the right time.
3. Onboarding could encourage members to schedule and attend annual wellness visits, McKinsey said. These routine exams provide critical preventive care to members and can assess a member's health risks, the company added. Thirty-one percent of respondents said they missed at least one annual physical exam in the previous five years, and 52 percent said their plans don't offer in-home exams.
Read the full report here.