BCBS of Michigan exec: Communication is the first step to value

Part of delivering quality care is delivering quality information, and that's an initiative that is continuing to blossom, said Steve Anderson, vice president of provider contracting and network administration at Blue Cross Blue Shield of Michigan.

Using technology and creative messaging has especially proven useful in promoting screening and procedures among Medicare Advantage members, ultimately leading to fewer hospital visits, he said during an episode of "Becker's Payer Issues Podcast." 

However, the idea of meeting members where they are requires a lot of legwork in the digital age. 

Below is an excerpt from the podcast. Listen to the full interview here.

Steve Anderson: We're really trying to come alongside the member and be more consultative, even concierge-like with our data, which is just massive and getting better all the time. We can really help that member make better choices both around quality, but also around cost so that they are getting the value from their dollar being spent. Whether it's service lines at a hospital who provides the best care for a certain disease or a specialist, we're trying to inform the member about their options and about the various different cost aspects of that option. We think the member-patient/physician relationship is very important. 

 

But the member is a busy individual. You think of yourself and the things you have to get done each day and how you fit in, whether it be health-related or disease-related functions. There's just not enough time in the day, so we're leaning on technology and trying to explore how we reach members in a format that works for them — whether it's a postcard or a text — trying to make sure they're staying on track with the various milestones that they might be encountering.

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