BSMH Open Enrollment Recap with Kevin Granda

Speaker: Kevin Granda, Manager, Navigation Service Delivery

Kevin Granda: Hi. Right way. My name is Kevin and I'm the navigation service delivery manager supporting Bonsor Mercy Health. We recently launched with BS MH, specifically concentrating on their annual enrollment during oe the health guides help our members by going over the medical, dental and vision plans that are being offered to them as well as anything else like their EAP benefits their HS A and FS A accounts and anything else that might be voluntary. We ask some questions in order to make sure that they're making the best decision possible for their health care needs as well as for their wallets. We'll go over things like the deductibles and co-pays. We'll check on medications. We'll even try to see if a procedure might be covered or if it might need authorization. Boons. Of course, Mercy Health was a really good partner and they made sure that we had all the information necessary in order to help their members with these decisions. Once the course Mercy Health was actually offering a new type of plan that we've never seen before and that was really special. This oe season, they were incentivizing their members to enroll in this plan and we were able to educate the members on how this plan worked and we were actually successful in getting a couple of them to enroll in the plan. So that's really good news.

Kevin Granda: For the Bon Secours. Mercy Health OE. We were expecting to get about 100 calls a day. They completely smashed our expectations and we received anywhere from 350 on the slow days to almost 700 on the peak day of oe. During the entirety of the two weeks, we took over 3000 calls. We did an awesome job supporting these members and we ended up with a really strong NPS score of an 84 and a member satisfaction score of 98. You'll hear a lot more about this from some of the health guides that also recorded some testimonials.

Kevin Granda: We received a ton of feedback from both the members and other internal BS mh stakeholders. This feedback has been overwhelmingly positive. The members thought that we were really helpful that we were knowledgeable and they really did feel supported with making their health care decision. A lot of the members were actually asking if we will be back next year in order to help them with their oe again. And they were ecstatic to find out that if they needed any help right now that we were able to give them the help right now, we had a daily reporting call and in that call, we received shout outs pretty much every single day talking about how great we were and that they loved calling in and getting their questions answered. I actually had one of the key stakeholders, send me an email personally singing praises about one of the health guide that they spoke with. She broke down every question that she asked and she gave feedback on how the health guide answered it and she absolutely loved it. So overall, we did really good and bon of course, has been super happy with what we've been doing.

Kevin Granda: I want to give a massive shout out to everybody that helped support the BS Mh Oe. We did an amazing job, especially given the volume that came in. We started out with a small team and we made additions along the way in order to make sure that we were able to tackle the volume that was coming in and to make sure that we were able to support the members in a timely fashion. I want to thank people that you, let me pull you off the floor and train you for an hour and then start taking calls. I want to thank Hannah and Selena for being pulled from their job to help us with some buns. Of course, health care plans. They even got some tens on npss. Shout out to Jenny for updating C MS like every 15 minutes whenever we needed to. Honestly, everybody did an awesome job. I'm so proud of everyone. No one knows how thankful I am to all the health guides to help take the calls and anyone else to help support us.