Transform healthcare member services through more personalized, omni-channel, highly-efficient, and holistically-integrated administrative and clinical services that deliver improved member engagement and outcomes (cost, quality and experience)
Members face significant hassles in their healthcare experience given the complexity and fragmentation in the healthcare system. This impedes their ability to manage their health, optimize their benefits, and leads to an overall frustrating experience.
Member advocacy, a highly personal and empathetic approach to member engagement, has emerged as a solution to address many significant healthcare hassles.
The market is rapidly evolving and an increasingly diverse set of companies are building and providing member advocacy/concierge solutions–many health plans are building or have built advocacy solutions adding to an already large vendor landscape.
Advocacy solutions are quickly becoming the next generation of healthcare member services, moving beyond just the high-touch concierge elements to incorporate efficient and effective personalized care across admin and clinical programs that increase experiences and outcomes but without the higher PMPM costs of traditional concierge models.
Common issues we help our clients solve
How can we evolve to address the rising demand for advocacy solutions and better meet consumer expectations of their healthcare experience?
How can we create a high-touch member advocacy or concierge solution that is affordable?
How can we better integrate and coordinate across member touchpoints to improve the experience for our members and make healthcare easier to navigate?
What advocacy tactics can drive better engagement and adoption into our existing programs?
What are the core value drivers and areas for expected affordability and quality improvements that can be expected from enhancing our capabilities to deploy advocacy solutions?
Source: Oliver Wyman analysis and surveys
Advocacy and concierge solutions are quickly becoming expected norms for next generation member services; these next generation approaches can drive value to both employers and health plans through five key levers.
There are several interrelated components of Advocacy solutions that together drive value within the offering. Together, these components can also support a more efficient and effective operating model.
Source: Oliver Wyman analysis
Oliver Wyman has deep experience with designing and launching new Advocacy programs and portfolios for payers.
Deployed a human-centered, design thinking approach to define the Advocacy solution strategy and multi-year roadmap, which included market research, collaborative working sessions, and a two-day, 50+ stakeholder design workshop. Read more
Developed the offering, business case, and pricing strategy for a concierge / advocacy offering that is expected to be purchased by 30% of the client’s large group customers, generating >$15M of contribution margin annually impact through ASO buy-ups and ~1% medical cost savings for groups in the program. Read more
Designed the solution architecture, roadmap, and business capabilities and partnered closely with cross-functional teams to design and build a competitive advocacy offering for the client’s Commercial large group customers. Read more
Supported joint design and launch of an enhanced concierge solution for a health plan and their employer customer that resulted in engagement of >60% of the group’s contracts in the first year. Read more
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