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Management Update (2007)

A personal perspective from David Bridges, president and chief executive officer of Health Advantage

Putting Members First!

Our Member Satisfaction Vision: The Right Service for Every Member Every Time

Health Advantage is rated extremely high by our members for timely and accurate claims processing and customer-service satisfaction. We are focused every day to respond to our members and now have available interactive Web and telephone service, which has been indicated by members as important.

In the 2006 Health Employer Data Information Set (HEDIS) survey, Health Advantage ranked above both national and regional averages for patients and members satisfied with Health Advantage and especially satisfied with their choice of physicians and other health-care professionals. Refer to the Member Satisfaction Survey for additional information.

Survey Results Positive

One of the key survey questions was, “Do you feel that your HMO has prevented you from getting the care you or your doctor believes necessary?” The responses from the member satisfaction survey indicated that only about three percent of our members felt this was a problem.

Another question was, “How much of a problem, if any, were delays in health care while you waited for approval from your health plan?” Only three percent of our members indicated there was a problem in getting the care quickly that they or their doctor requested.

Programs Encourage Healthy Lifestyles

Health Advantage is moving ahead with many quality initiatives to improve the lifestyles of our members. Programs already are in place for diabetes, preventive health, breast and cervical cancer, flu and pneumonia, and depression. We partner with several companies offering member discounts on health-related activities and contact lenses. Also provided for our members is the popular health-coaching and health-information service through HealthConnect Blue.

During the past several years, Health Advantage has enjoyed the lowest administrative cost percentage of any HMO in the state; and Health Advantage ranks in the top quartile for holding down administrative costs as compared to national HMOs. We have expanded our services and information on our Web sites for member self-service: My Health Plan is a summary of the medical benefits covered by your health plan, and My Blueprint provides information on claims status and history, eligibility and more.

Services Expand as Costs Remain Low

I think our members and Health Advantage employees should be proud that we focus our efforts to provide excellent service and keep general and administrative costs low. At the same time, we are working with providers for cost-effective utilization management — all in an effort to keep our premium rates as low as possible.

Finally, many challenges are coming in the future, creating an environment in which we will continue to improve our product designs, expand member self-service and provide more member educational information and tools to assist members in making health-care decisions. This will be especially helpful for members with our Blue~by~design health savings account (HSA) plans.



 
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