Featured articles

Letter from our Founder/CEO and President

Enam and Mary Jo introduce our first edition of The Insider and give us a peak into successes from 2022 and goals for 2023.

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Client success story

Erin summarizes how Emergient is using inGAGE to improve member experience and increase satisfaction.

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HiTrust (r2) certification update

Data confidentiality and security is paramount to the work we do everyday. Our team is proud to have completed the HITRUST Risk-based, 2-year certification (r2) again.

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Pittsburgh capstone project

We partnered with the University of Pittsburgh (Pitt) for the third year to provide a group of students from the Swanson School of Engineering an opportunity to complete a capstone project alongside our data science team.

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Enam Noor Founder & CEO
Mary Jo Barthmaier President

Welcome to the inaugural issue of The Insider - a newsletter providing an inside view of what's happening at Insightin Health. This newsletter is a vehicle for keeping our customers, employees, industry partners, and other interested parties up to date on what's new at the company and within inGAGE™, our SaaS platform for improving experience, quality outcomes, and satisfaction.

We're entering 2023 with exciting developments in our platform, processes, people, and partnerships, all aimed at ensuring that inGAGE™, our data, and our Next Best Action delivery network partners create value for our customers from day one.

In this issue, you'll find brief stories about on-boarding one of our new customers, the investments we make to ensure the safety and security of our customer data, the crucial role that experience plays in member retention, and more. We're also sharing access to the Gartner 2022 Hype Cycle for U.S. Healthcare Payers, in case you're interested in learning about how emerging technologies and business trends can be incorporated into health plan strategies. Additionally, we're pleased to mention that Insightin Health is listed as a sample vendor in the Consumer-Centric Products category.

Thank you for being a part of our experience. We wish everyone an exciting and productive 2023.

Implementation in record time
Erin Rathbone SVP, Product and Operations

What happened between December 15, 2022 and January 13, 2023? We onboarded a new customer, Emergient! Part of Emergent Holdings, a subsidiary of Blue Cross Blue Shield of Michigan, Emergient offers out-of-the-box solutions for health plans looking to launch or scale a Medicare Advantage (MA) product. This currently includes three active MA plans – Vermont Blue Advantage, NextBlue and Wellmark – covering approximately 35,000 lives.

What problems are we helping them solve quickly? With this first release, inGAGE™ provides a holistic view of their populations, segmentation tools, and access to individual member 360-views to help them understand member experience, satisfaction, and enhance Star performance. We implemented a member call logging tool that replaced manual spreadsheets for a single source of truth to capture interaction data. Timika Green, Manager, Member Experience, has enthusiastically said, “you are taking us from good to great.”

inGAGE also includes call reporting dashboards and uses machine learning and artificial intelligence to deliver member satisfaction predictions with key influencing factors. Up next, we’ll be implementing Test and Learn solutions based on the Next Best Actions, so stay tuned! Our collaboration with Emergient is fast-moving and difference-making which makes us the perfect partner for them.

Right after Michael Manthey, Managing Director, Medicare Operations, shared that “the analytics are great, and we’ve already seen some quick wins for concierge outreach targeting,” he shifted gears and started outlining what he’d like to see next. Keep pushing Mike – we’ve got you covered!

We did it again! HITRUST risk-based, 2-year certification (r2)

HITRUST Risk-based, 2-year (r2) certified status demonstrates that our inGAGE™ platform has met key regulations and industry-defined requirements and is managing risk appropriately. R2 helps organizations address security and data protection challenges through a comprehensive and flexible framework of prescriptive and scalable security controls. We complete a full certification process every two years, and we successfully achieved certification for the next two years after our first certification was achieved in December 2020.

Why does this matter? We have a third-party validated, strong, comprehensive data and risk management program that is highly respected in the healthcare industry. This strengthens our reputation and proves our dedication to security.

Data is our lifeline, and everyone contributes to our data confidentiality and security. A big thank you to our entire team for their awareness, diligence, and commitment. Let's keep it up!

Understanding access to care issues
Connie Zhu Senior Data Scientist

For the third year, we partnered with University of Pittsburgh Swanson School of Engineering students on their annual capstone project. This year, we focused on access to care measures, which have historically scored relatively low on Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. The students used Medicare Advantage (MA) member survey data to predict the likelihood of members having problems getting the needed care, using machine learning and statistical models.

The results were used to determine the Next Best Actions that plans could take to help members gain better access to care. Findings show members with over four chronic conditions were twice as likely to have trouble getting care and financially insecure members were 50% more likely. Recommendations included SDOH barrier removal programs and simplifying healthcare provider processes.

Gartner, Hype Cycle for U.S. Healthcare Payers, 2022, Mandi Bishop, Connie Salgy, 15 July 2022

GARTNER and Hype Cycle are a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Innovate to earn trust and build loyalty

Improving member engagement and satisfaction should be a top priority for all health plans, and rightfully so. According to Gartner, "earned trust and loyalty from members will enhance retention and reshape the health insurance industry."

Organizations can leverage emerging technologies and trends from the 2022 Gartner® Hype Cycle™ for U.S. Healthcare Payers to drive satisfaction and engagement. Download the full report to learn more.

Download hype cycle

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