Communication, Education & Accuracy – Lessons from the Post-Enrollment Operations for Health Insurance Exchanges Summit

“Ensuring the best education and overall experience for the consumers

This idea was best communicated at the Post-Enrollment Operations for Health Insurance Exchanges Summit by Peter B. Nichol of Access Health CT when he said “Think through the eyes of the consumer.”

He asked the attendees – all representing major insurers and exchanges – to raise their hands if they had gone through the experience of enrolling on a health plan through their state marketplace. Not a single hand went up. How can we think through the eyes of the consumer when we do not know what they see?

Nichol pointed out that based on Access Health CT’s consumer behavioral studies, 80 percent of consumers on their website only did comparison shopping based on plan prices. Visitors were not checking plan details, ratings or network coverage. This means they are not making educated decisions that will bring them the most benefit.”

 

References

 

Reprinted from:

Burgess-Curran, T. (2014). Lessons from the Post-Enrollment Operations for Health Insurance Exchange. Retrieved from http://blog.paynearme.com/communication-education-accuracy/

 

Wike, K. (2014). Fingerprint Technology Could Improve Vaccine Accuracy (online image). Retrieved from http://www.healthitoutcomes.com/doc/fingerprint-technology-could-improve-vaccine-accuracy-0001

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Peter is a technology executive with over 20 years of experience, dedicated to driving innovation, digital transformation, leadership, and data in business. He helps organizations connect strategy to execution to maximize company performance. He has been recognized for Digital Innovation by CIO 100, MIT Sloan, Computerworld, and the Project Management Institute. As Managing Director at OROCA Innovations, Peter leads the CXO advisory services practice, driving digital strategies. Peter was honored as an MIT Sloan CIO Leadership Award Finalist in 2015 and is a regular contributor to CIO.com on innovation. Peter has led businesses through complex changes, including the adoption of data-first approaches for portfolio management, lean six sigma for operational excellence, departmental transformations, process improvements, maximizing team performance, designing new IT operating models, digitizing platforms, leading large-scale mission-critical technology deployments, product management, agile methodologies, and building high-performance teams. As Chief Information Officer, Peter was responsible for Connecticut’s Health Insurance Exchange’s (HIX) industry-leading digital platform transforming consumerism and retail-oriented services for the health insurance industry. Peter championed the Connecticut marketplace digital implementation with a transformational cloud-based SaaS platform and mobile application recognized as a 2014 PMI Project of the Year Award finalist, CIO 100, and awards for best digital services, API, and platform. He also received a lifetime achievement award for leadership and digital transformation, honored as a 2016 Computerworld Premier 100 IT Leader. Peter is the author of Learning Intelligence: Expand Thinking. Absorb Alternative. Unlock Possibilities (2017), which Marshall Goldsmith, author of the New York Times No. 1 bestseller Triggers, calls "a must-read for any leader wanting to compete in the innovation-powered landscape of today." Peter also authored The Power of Blockchain for Healthcare: How Blockchain Will Ignite The Future of Healthcare (2017), the first book to explore the vast opportunities for blockchain to transform the patient experience. Peter has a B.S. in C.I.S from Bentley University and an MBA from Quinnipiac University, where he graduated Summa Cum Laude. He earned his PMP® in 2001 and is a certified Six Sigma Master Black Belt, Masters in Business Relationship Management (MBRM) and Certified Scrum Master. As a Commercial Rated Aviation Pilot and Master Scuba Diver, Peter understands first hand, how to anticipate change and lead boldly.