One of the top health insurance providers in the United States was laser-focused on exceeding its Medicare member expectations. The company wanted to improve its most critical metrics, including CAHPS® scores, Star ratings and volume of word-of-mouth marketing. In the growing, highly competitive Medicare marketplace, the company knew it needed to differentiate its experience from other health plans by authentically demonstrating how they care for their members.
Striving for continuous improvement on its member experience led the health insurance company to Hallmark Business Connections. Hallmark was tasked with ideating on new ways to add positive, proactive encounters to the company’s existing member experience.
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