Improve Your Medicare Advantage Member Experience

Last update on Dec, 16, 2020

In 2021 member experience will become more important than ever — a key driver of Medicare Advantage and Part D Star ratings for 2023 and beyond. So, what should Medicare Advantage plans be doing to improve the member experience? In a Managed Healthcare Executive article, healthcare analytics expert Amy Amick advises:

“Start with a clear understanding of members’ experiences as a baseline. Then employ action plans targeted at driving meaningful change in the areas most valued by members and most likely to improve the CAHPS measures that contribute to a health plan’s overall Star rating. These health plans will then be poised to not only avoid penalties, but instead benefit from CMS’ dramatic increase in the weighting of patient experience beginning with next year’s (2021) Medicare CAHPS survey.”

Medicare Advantage plans

In recent years, many Medicare Advantage plans have responded to consumer demand for more supplemental benefits. Hearing benefits in particular have gained a lot of traction in the Medicare Advantage marketplace. Currently, 72% of beneficiaries have a hearing benefit in their plan, compared to only 37% in 2010, according to the Kaiser Family Foundation.

Great member experience

While the addition of a hearing benefit is a great start, by itself it’s not enough to ensure a great member experience. According to the U.S. Medicare Advantage Study conducted by J.D. Power, overall member satisfaction depends on these six factors: coverage and benefits, provider choice, cost, customer service, information and communication, and billing and payment.

Our commitment to member needs and satisfaction

A close examination reveals that not all hearing benefits are able to deliver on these drivers of member satisfaction. At Amplifon Hearing Health Care, by contrast, we put member needs and satisfaction at the center of everything we do.

It starts with our nationwide network of more than 5,000 NCQA-credentialed providers: professionals who uphold the highest evidence-based standards in hearing health care. Proof of our commitment to a positive member experience is also found in our hearing aid formulary. Our independence from manufacturer ownership enables us to offer hundreds of hearing aid models with the latest technology from all major brands — empowering our network providers to satisfy each patient’s unique needs and preferences.

We place a high priority on measuring and improving the member experience. To obtain an accurate and comprehensive assessment, we use highly respected standardized tools, including the Clinician & Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey to measure member experience. Endorsed by the National Quality Forum, CG-CAHPS enables us to compare our network performance to other health care organizations. Just as importantly, we share the findings with our provider network, so they can take specific steps to improve care delivery.

The most recent CG-CAHPS scores clearly indicate high satisfaction among Medicare Advantage members who use their Amplifon hearing benefit. Key results include:

  • 94% of respondents would “definitely recommend” their Amplifon network provider¹
  • 94% of respondents said their provider spent enough time with them¹
  • 94% of respondents said their provider explained in a way they understood¹

It almost goes without saying that Medicare Advantage plan members love the major discounts they enjoy — an average savings of 65% vs. average retail price — on the purchase of hearing aids.

An unwavering focus on the member experience is reflected in the multitude of positive reviews we receive, as well as comments like these: “My provider did a fantastic job. I love my hearing aids, and so does my family. They work perfect!” and “I received excellent care and information about hearing and hearing aids.” High member satisfaction, in turn, helps explain why a growing number of Medicare Advantage plans have chosen Amplifon to be their hearing health care partner.

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Contact Amplifon for more information or assistance with designing and implementing a hearing benefit for your Medicare Advantage plan.

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