McKinsey April 18, 2022
Medicare Advantage payers that apply the results of a recent survey to improve the onboarding experience could reap benefits such as improved health outcomes for beneficiaries and reduced churn.
Medicare Advantage enrollment and penetration continue to steadily increase. To meet demand, Medicare Advantage plan options are expanding and becoming more competitive, both with one another and with original Medicare plans.1 For payers, onboarding is an early touchpoint for initiating positive and enduring relationships with new members. A good experience from the outset can improve member retention, ensure high-quality plan performance and health outcomes, and garner favorable Star ratings from the Centers for Medicare & Medicaid Services (CMS).2
However, the results of a 2021 Medicare Advantage member survey indicate that most...
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