boosting member empowerment and engagementserving the health insurance needs of philadelphia and...
TRANSCRIPT
Paula SunshineSenior Vice President and Chief Marketing Executive
Boosting Member Empowerment and
Engagement
Putting the Member at the Center
EMPLOYERMEMBER
PROVIDER
Make informed health care decisions
Optimize health for greater well-being
Better understand & maximize health benefits
Confidently manage healthcare finances
Empowering Members to Achieve 4 Big Goals
ibxpress.com Home Page
© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.
Information in Other Languages Legal Privacy Policy Anti-Fraud Terms & Conditions Notice of Nondiscrimination Contact Us
You have a new lorem ipsum dolar volupsit.
ASK IBX
WELLNESS TOOLSMY CARECLAIMS & SPENDINGBENEFITSHOME
ibxpress Silver — Keystone HMO Silver Proactive Plan
ACCOUNT SETTINGS
Welcome, MemberMember ID YXW1196613120010
Headline with Image
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus neque id cursus.
Rotating Message
All forms and documents
Related Links
Resource Center
Primary Care PhysicianDr. Evelyn Gonzalez
Name or Specialty
19104
Name or Specialty
Zip Code
Find
Find a Doctor or Hospital
We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.
Achieve Your Health Ipsum
Get Started
Lorem Ipsum
Approved Mon DD YYYYDr. Taylor L. Moody
Approved Mon DD YYYYDr. Evelyn Gonzalez
Open
Open
Open
Read More
Approved Mon DD YYYYRx. Naproxen 600mg
Recent Claims
Messages
Four-Line Item with ImageMon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus
A Payment is Now Due
$120.00
Mon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus
Your Card
Get NewEmailPrint All Cards
OPEN
Pay Premium
All ClaimsChange
Make Payment
VisionMedical Pharmacy Dental
Tax report lorem ipsum dolar
How to make a payment
Where to find forms ipsum dolar
How do I lorem ipsum
© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.
Information in Other Languages Legal Privacy Policy Anti-Fraud Terms & Conditions Notice of Nondiscrimination Contact Us
You have a new lorem ipsum dolar volupsit.
ASK IBX
WELLNESS TOOLSMY CARECLAIMS & SPENDINGBENEFITSHOME
ibxpress Silver — Keystone HMO Silver Proactive Plan
ACCOUNT SETTINGS
Welcome, MemberMember ID YXW1196613120010
Headline with Image
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus neque id cursus.
Rotating Message
All forms and documents
Related Links
Resource Center
Primary Care PhysicianDr. Evelyn Gonzalez
Name or Specialty
19104
Name or Specialty
Zip Code
Find
Find a Doctor or Hospital
We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.
Achieve Your Health Ipsum
Get Started
Lorem Ipsum
Approved Mon DD YYYYDr. Taylor L. Moody
Approved Mon DD YYYYDr. Evelyn Gonzalez
Open
Open
Open
Read More
Approved Mon DD YYYYRx. Naproxen 600mg
Recent Claims
Messages
Four-Line Item with ImageMon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus
A Payment is Now Due
$120.00
Mon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus
Your Card
Get NewEmailPrint All Cards
OPEN
Pay Premium
All ClaimsChange
Make Payment
VisionMedical Pharmacy Dental
Tax report lorem ipsum dolar
How to make a payment
Where to find forms ipsum dolar
How do I lorem ipsum
Make Informed Health Care Decisions
© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.
Information in Other Languages Legal Privacy Policy Anti-Fraud Terms & Conditions Notice of Nondiscrimination Contact Us
You have a new lorem ipsum dolar volupsit.
ASK IBX
WELLNESS TOOLSMY CARECLAIMS & SPENDINGBENEFITSHOME
ibxpress Silver — Keystone HMO Silver Proactive Plan
ACCOUNT SETTINGS
Welcome, MemberMember ID YXW1196613120010
Headline with Image
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus neque id cursus.
Rotating Message
All forms and documents
Related Links
Resource Center
Primary Care PhysicianDr. Evelyn Gonzalez
Name or Specialty
19104
Name or Specialty
Zip Code
Find
Find a Doctor or Hospital
We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.
Achieve Your Health Ipsum
Get Started
Lorem Ipsum
Approved Mon DD YYYYDr. Taylor L. Moody
Approved Mon DD YYYYDr. Evelyn Gonzalez
Open
Open
Open
Read More
Approved Mon DD YYYYRx. Naproxen 600mg
Recent Claims
Messages
Four-Line Item with ImageMon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus
A Payment is Now Due
$120.00
Mon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus
Your Card
Get NewEmailPrint All Cards
OPEN
Pay Premium
All ClaimsChange
Make Payment
VisionMedical Pharmacy Dental
Tax report lorem ipsum dolar
How to make a payment
Where to find forms ipsum dolar
How do I lorem ipsum
© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.
Information in Other Languages Legal Privacy Policy Anti-Fraud Terms & Conditions Notice of Nondiscrimination Contact Us
You have a new lorem ipsum dolar volupsit.
ASK IBX
WELLNESS TOOLSMY CARECLAIMS & SPENDINGBENEFITSHOME
ibxpress Silver — Keystone HMO Silver Proactive Plan
ACCOUNT SETTINGS
Welcome, MemberMember ID YXW1196613120010
Headline with Image
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus neque id cursus.
Rotating Message
All forms and documents
Related Links
Resource Center
Primary Care PhysicianDr. Evelyn Gonzalez
Name or Specialty
19104
Name or Specialty
Zip Code
Find
Find a Doctor or Hospital
We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.
Achieve Your Health Ipsum
Get Started
Lorem Ipsum
Approved Mon DD YYYYDr. Taylor L. Moody
Approved Mon DD YYYYDr. Evelyn Gonzalez
Open
Open
Open
Read More
Approved Mon DD YYYYRx. Naproxen 600mg
Recent Claims
Messages
Four-Line Item with ImageMon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus
A Payment is Now Due
$120.00
Mon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus
Your Card
Get NewEmailPrint All Cards
OPEN
Pay Premium
All ClaimsChange
Make Payment
VisionMedical Pharmacy Dental
Tax report lorem ipsum dolar
How to make a payment
Where to find forms ipsum dolar
How do I lorem ipsum
© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.
Information in Other Languages Legal Privacy Policy Anti-Fraud Terms & Conditions Notice of Nondiscrimination Contact Us
You have a new lorem ipsum dolar volupsit.
ASK IBX
WELLNESS TOOLSMY CARECLAIMS & SPENDINGBENEFITSHOME
ibxpress Silver — Keystone HMO Silver Proactive Plan
ACCOUNT SETTINGS
Welcome, MemberMember ID YXW1196613120010
Headline with Image
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus neque id cursus.
Rotating Message
All forms and documents
Related Links
Resource Center
Primary Care PhysicianDr. Evelyn Gonzalez
Name or Specialty
19104
Name or Specialty
Zip Code
Find
Find a Doctor or Hospital
We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.
Achieve Your Health Ipsum
Get Started
Lorem Ipsum
Approved Mon DD YYYYDr. Taylor L. Moody
Approved Mon DD YYYYDr. Evelyn Gonzalez
Open
Open
Open
Read More
Approved Mon DD YYYYRx. Naproxen 600mg
Recent Claims
Messages
Four-Line Item with ImageMon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus dapibus
A Payment is Now Due
$120.00
Mon DD
Secondary line text lorem ipsum dapibus, neque id cursus faucibus
Your Card
Get NewEmailPrint All Cards
OPEN
Pay Premium
All ClaimsChange
Make Payment
VisionMedical Pharmacy Dental
Tax report lorem ipsum dolar
How to make a payment
Where to find forms ipsum dolar
How do I lorem ipsum
Optimize Health for Greater Well-being
2004 2006 2008 2010 2012 2013 2014 2015 2016
Source: Pew Research Center
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
■ Cell phone
■ Smartphone
Smartphone GrowthPercent of US Adults Who Own the Following Devices
Audience PollOn any given day, what do most people use their smartphone for?a) Textingb) Sending/Reading Emailsc) Searching for Informationd) As a phone
■ Multiple Times/Day■ Multiple Times/Week■ At Least Weekly
Digital Engagement StatisticsHow often do you use your smartphone for the following?
30% 8%52%
19% 8%61%
14% 6%57%
25% 13%31%
28% 23%17%
32% 16%
16%
16%
21%13%
18% 19%8%
8% 18% 14%
15% 17%6%
Phone
Searching for information
Researching products or services
Texting
Taking pictures
Searching for nearby retail store/
service
Sending/reading email
Checking the weather
Sharing/posting photos
As a GPS/searching for maps/directions
0% 20% 40% 60% 80% 100%
Our Approach to Reaching Members
@
IBX Delivers customized messages
Generate measurable
results
Members opt in to text and email
messages
____________________________________
Members get driven to
tools & resources
SAVINGSBETTER CARE KNOWLEDGEWELL-BEINGACHIEVE
ACHIEVE WELL-BEING ACHIEVE BETTER CARE ACHIEVE SAVINGS ACHIEVE KNOWLEDGE
ACHIEVE ACHIEVE ACHIEVE
ME
PEOPLE LIKE ME
ANYONE
Care Gaps & Shoppable Moments• Diabetes Management
• Brand vs. Generic Drugs
• Medication Adherence
General Engagement Messaging• Reimbursement &
Discounts
• Flu Shot Reminders
Clinical & Service Engagement Opportunities• Plan Education• Choosing a PCP• Preventive screenings
Drive to Greater Personalization
Putting the Member at the Center
MEMBER
ID Card Message Digital ID Card
• Preempt calls to Customer Service
• Turns disappointment to delight
Self ServiceID Card
Text Message Text Message Email
Well-Being Member Communications
Putting the Member at the Center
MEMBERPROVIDER
PCP ReportHigh Risk Hospitalization Predictor
Solution: Annual PCP Visit Reminder
Putting the Member at the Center
EMPLOYERMEMBER
ProfileTotal Membership 494,476 Chronic Conditions
Age (18+) 377,725 76% Members (18+) 79,466
Subscribers 230,711 61% Members opted into messaging 50%
Dependents 147,014 39%
Channel Subscribers DependentsComposite IBX Composite IBX
Email Only 25% 27% 17% 17%
Text Only 15% 13% 5% 5%
Both 20% 20% 3% 3%
Portal Registration 51% 54% 23% 24%
Messages Sent Unique Members Contacted
Email Text Total Mix Email Text Total
Personalized 333,911 17,058 350,969 19% 116,932 8,525 125,457
Targeted 496,693 69,113 565,806 30% 186,736 47,207 233,943
General 447,095 520,330 967,425 51% 119,762 84,829 204,591
22%
54%11%
13%
Email Only
Text Only
Both
Opportunity
1.8MTotal Messages Sent
Current Score
46%IBX BoB
49%Total Active Opt-In
Active Channels
11Messages Per Member
Digital Opt-In
Engagement Messaging
Profile & Digital Opt-In Report PeriodMay 2017
Messaging Activity12 months ending May 2017