Client Successes

Developing Programs for Beneficiaries and Advocacy Groups

Health Insurance Organization

Challenge

How do you reach out to underserved populations within your customer base, ensure that their voices are heard as improvements are discussed, and that meaningful solutions are communicated back to them? One health organization established a separate division to do just this. The role of this division is to receive complaints, grievances, and requests for information which are submitted by individuals entitled to benefits and to attempt to champion change where systematic deficiencies in the system are identified. The client brought Customer Value Partners (CVP) in to analyze the advocacy partner landscape, establish outreach programs, and develop interaction vehicles with beneficiaries and advocacy groups. As part of our approach, CVP worked on improving/building capacity within key organizations serving specific target populations (e.g., disability-based, cultural-based, and HIV/AIDS-based).

Approach and Results

CVP analyzed the current advocacy and beneficiary outreach mechanisms and developed candidate tactics and programs for outreach and education. The CVP team supported the office in standing up "open door" forums and other nationwide events where beneficiaries, partners, and advocacy groups could meet with the organization to share their issues. CVP continues to manage the issue tracking system and develops root cause analyses which are then used to drive improvements in the various education and claims resolution processes across the client organization, as well as regional and local subsidiaries.

The Pilot programs were a success for the client. End-users who worked directly with the beneficiaries were positively impacted, and key networks that will continue to function without the direct support of the client were established. These networks are focused on improving the lives of beneficiaries in their local areas. This project also provided insight into developing and implementing a model that allows the client to leverage strategic partners at multiple service levels. The client can inform content and delivery, as well as establish communication protocols for ongoing engagement with partners.