It is estimated that over one million eligible Americans have already lost critical benefits as a result of the unwinding of the Public Health Emergency (PHE). As we continue to navigate the unwinding, it's crucial to ensure continuity in healthcare coverage and other benefits and services. One of the biggest issues is reaching clients and eliciting the appropriate responses to retain coverage. It’s not too late to solve this problem and prevent further losses. Customer communications management (CCM) platforms play a pivotal role in this transition, offering invaluable tools to prevent gaps in coverage.
Navigating the Public Health Emergency (PHE) Unwinding
The transition from a PHE presents significant administrative challenges, particularly for healthcare providers and insurance companies. With changes in policy and regulation, as well as shifts in individual eligibility for specific programs, there's a heightened risk of coverage lapses. The volume of renewals and labor required for processing, combined with the workforce crisis and antiquated technology, has introduced significant challenges for agencies in meeting the requirements to return to normal operations. As a result, effective and efficient communication with clients is now more critical than ever.
The Power of Customer Communications Management (CCM)
Customer Communication Management (CCM) platforms like Quadient Inspire provide a powerful solution for these challenges. They streamline interactions between public-serving organizations and their clients, enabling clear, consistent, and timely communication. More importantly, they positively impact the client experience. By engaging with clients in a way they would expect using modern technology solutions, you build confidence and trust in service delivery.
CCM platforms allow organizations to automate and personalize communications across a variety of channels, such as email, SMS, web, mobile apps, and print. This adaptability is essential in reaching customers, addressing their unique needs, and updating them on any changes affecting their coverage. Preference-driven communications delivery methods are proven to be more cost-effective and credible in meeting regulatory requirements, associated with programs such as SNAP and Medicaid.
Preventing Coverage Lapses with Effective Communication
One of the main reasons for coverage lapses during the PHE transition is the lack of timely, accurate information. Clients may miss critical updates about changes to their coverage, or they may fail to take necessary actions due to a lack of clear instructions.
With a CCM platform, organizations can promptly inform customers about any impending changes in their coverage and guide them through the necessary steps to maintain it. Inspire also supports two-way communication, allowing customers to ask questions or raise concerns, ensuring they are not left in the dark during the transition.
The Benefits of Personalized Member Communications
In addition to timely information, personalized communication plays a crucial role in preventing coverage gaps. Everyone's circumstances and health needs are unique, and one-size-fits-all messages can often be ignored or misunderstood.
Customer communications platforms enable organizations to tailor their messages to each client’s unique situation. They can pull relevant data from client records to craft personalized messages, ensuring that everyone receives the information they need to maintain their coverage or understand the details of (appropriate) termination of coverage.
Quadient Inspire CCM Makes Communicating Change Simple
As we navigate the unwinding of the PHE, preventing coverage lapses and supporting clients is a top priority for HHS programs. Quadient's Inspire CCM platform offers powerful tools to maintain open, effective communication with customers during this transition. By leveraging Inspire, organizations can ensure that their members receive the information they need to avoid gaps in coverage, understand their rights and options, and ultimately, support better outcomes for clients during these challenging times.
Request a demo today to learn more about how Quadient Inspire can help you build trust and transparency with your clients.
