This week, Compass hosted its third annual Health Activation Conference at the Belo Mansion in Dallas. Employers, benefits consultants and insurance brokers attended the half-day conference to learn how to elevate the employee health benefits experience.
Keynote speaker and customer service guru Shep Hyken outlined 10 things organizations can do to turn employee interactions with their benefits, health insurance and healthcare system into “Moments of Magic,” or better than average experiences. The opposite of Moments of Magic are “Moments of Mediocrity” or worse, “Moments of Misery.”
Why Focus on Employee Health Plan Experience?
I recently gave a talk in a major city and spoke with the executive director of the city’s business health coalition. He routinely meets with VPs of human resources and directors of benefits for multinational corporations, municipalities and mid-sized employers, who tell him their top 3 employee health plan problems are cost, cost and cost.
So Why Focus on Employee Benefits Experience If the Main Problem is Cost?
Answer: To solve the employee healthcare cost problem, we have to first solve the employee health plan experience problem.
Employees do not have a health plan cost problem… that’s the company’s problem. Instead, employees have healthcare, health insurance and employee benefits problems. For example, an employee might say:
“Why did I receive a bill for $750 when I paid my office visit co-pay?”
“Why is my test being denied by the insurance company?”
“Why can’t I find a doctor who can solve my medical problem?”
“Why do I have to wait six weeks to see a physician?”
“I have no idea which health insurance plan to choose because I have no idea how they differ.”
To solve the overall employee health plan cost problem, employees will need to change how they behave, such as:
- Use lower cost medications
- Choose more primary care vs. specialty care
- Select cost-effective providers within their network
Changing Employee Behavior Improves the Health Plan Experience and Lowers Costs
Albert Einstein is famous for saying, “The definition of insanity is doing the same thing and expecting different results.”
So if organizations want to improve the financial results of their employee health plan, employees need to act differently.
Consumer-Directed Health Plans (CDHP) create financial incentives for employees to change their behavior and become better healthcare consumers. However, one of the main oppositions to CDHPs is that they’re not employee friendly.
By first solving the health plan experience problem, employers create the positive environment necessary to successfully transition to a CDHP.
In fact, Compass has clients who have seen employee benefits satisfaction increase while transitioning to a CDHP to lower healthcare costs.
The Takeaway: We don’t have to sacrifice health, healthcare and health benefits experience when we cut costs. We CAN solve our healthcare cost problem by FIRST solving the employee health benefits experience problem.
To learn more about Compass and how we’re helping more than 2,000 employers improve their health benefits experience and lower healthcare costs, visit www.compassphs.com.
- Blog: Why Focusing on the Healthcare Experience is Critical to Solving the Employer Healthcare Cost Problem
- Blog: Best Practices for Creating Health Plan Moments of Magic (Part One)
- eBook: 10 Strategies to Amaze Every Employee, Every Time
- Cheat Sheet: 16 Health Plan Moments of Truth
- Webinar: Best Practices for Creating Health Plan Moments of Magic