4-part playbook to make digital transformation happen
Digital transformation is a hot topic in healthcare. Ushering in new technologies and improving member experiences is exciting—but the prospect of implementation can be daunting. We assembled this playbook to answer your questions and make it easier for your plan to find the best path forward for your unique needs.
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Why digital transformation?
The simple answer is: digital transformation can modernize the member experience, increasing member reach and engagement.
How does it work?
Moving from traditional phone outreach to digital engagement promotes continuous engagement. Digital Care Management (DCM) leaves the door open for members to reach out to care managers with questions and concerns. Digital health solutions also make it easier for care managers to send surveys, educational content, and secure messages to members.
Traditional outreach
Digital Health Management
What about advocacy?
Digital Customer Service (DCS) goes hand-in-hand with digital care management, but is slightly different. Care managers and health plan staff help members understand their benefits and coverage, and can help find clinicians and schedule appointments. By keeping member information and communication all in one place, you ease the burden of advocacy and personalized care.
Sounds complicated
Achieving digital transformation is no easy feat, and won’t happen overnight. It’s challenging to gain buy-in from stakeholders across your organization. It takes time to implement and train staff on new platforms, and teams may be resistant and fearful of change. And then you need new strategies to effectively engage your members.
Let us help guide you through your own digital transformation—and demonstrate how you can integrate a new platform into your existing workflows.
See the process
Common digital transformation challenges:
of respondents cited lack of expertise as a barrier to implementation
69%
reported lack of defined vision caused implementation challenges
49%
reported they need 3-5+ years to fully implement their digital transformation plans
77%
Show me how!
Source
Value framework
Establishing your digital health goals
Population assessment
Understanding your members’ needs
Staff optimization
Earning staff buy-in
Member outreach
Bringing members onto the app
Wellframe's 4-step adoption playbook
See value framework
Establish your goals
Before you choose a technology partner, you need to understand your goals. Why are you looking for a digital health management platform? Which metrics are you focusing on improving first? Healthcare executives are using digital transformation to improve member engagement and experience. Before you pick a digital partner, or even put out that RFP, take the time to pinpoint your key improvement areas. The right solution can improve care outcomes, amplify member reach, and lead to cost savings. Lowering readmission rates, increasing use of preventative services, and reducing unnecessary ER visits are all common goals. But to truly understand your members and their needs, you may have to sponsor a population assessment.
Long-term goals
Example key performance indicators (KPIs)
Increase market competitiveness
Health plan satisfaction/ NPS
RFP volume, across lines of business
Increase conversation rate
Enhance member experience
Increase Wellframe NPS (or other digital health management app)
Strengthen impact of care management team
Higher volume of touch points
Increased volume of successful outreach
Improve effectiveness of care management services
Decreased readmission rates
Increased preventative care utilization
VALUE FRAMEWORK | POPULATION ASSESSMENT | Staff OPTIMIZATION | MEMBER OUTREACH
Below are common goals many health plans focus on. Once you agree on goals, it's key to align on KPIs that indicate progress. .
Expand member reach
Increase invite volume
See population assessment
View an example +
Why undergo a population assessment? Evaluating members can uncover vital information about their health issues, habits, and areas of risk. A better understanding of your members allows you to personalize the member experience with care managers and advocates. You can also segment and prioritize outreach based on diagnosis, region, age, and other factors. Creating member personas based on common member experiences can help you develop specific messaging and outreach. Customization means you can more effectively engage members regarding their health needs and barriers to care.
See staff optimization
Drive organizational change
Installing new technology may seem intimidating, but you’re not going it alone. If you choose the right digital partner, you should have access to a support team and promotional materials through the onboarding process and beyond. Take a close look at your care team model. What is your team’s capacity right now? Which tools and technologies are useful? The right digital health solution won’t add to your team’s workload—it will make their jobs easier and expand member reach. As part of staff optimization, you should ask for input and prepare them for changes to come. Before you begin implementing your new solution, make sure you have a plan and a timeline. To prevent setbacks, prepare for final program reviews, go-live strategy, staff training, and tracking performance metrics. Setting realistic milestones and checkpoints will make for a smoother transition and help you stay on track for reaching performance goals.
See member outreach
Reaching members and convincing them to use a new technology can be difficult. So how can you prepare them for a new (and beneficial) health plan experience? Here’s where you leverage population assessment data. Start with a messaging framework that incorporates personalized language and is adapted for multiple platforms. It’s vital that your message stays consistent across email, SMS, or print materials. You should also share your messaging with member-facing staff. A cohesive communication strategy is key to getting buy-in from both staff and members. Giving staff the answers to commonly asked questions can help improve member trust, leading to improved care outcomes. When your whole team is aligned on the value of digital health management, you have a greater chance of success.
Putting it all together
Key takeaways
When it comes to digital transformation, partnership is a key part of your success. Digital technology implementations can take years—or even stall out completely. An effective strategy includes more than just hardware and software. You need a partner with a proven track record to help make your transformation happen. As you take the leap into the world of digital health management, we recommend you:
Are you ready to take the first step toward digital transformation?
Request a demo of the Wellframe platform today
Understand your goals for digital transformation, and your key performance metrics
1.
Evaluate your members population so you know how best to engage with them
2.
Get buy-in from staff so you can effectively implement your new platform
3.
Bring members onto the platform and listen to their feedback so you can improve
4.
