Member Engagement: Advancing Whole-Person Care

In this article

Engaging each member and removing barriers to enrollment and care

Engaging members throughout their healthcare journey can be overwhelming due to the numerous questions and options they face, even before enrollment. Once enrolled, members often remain unaware of their eligible benefits, leading to missed support opportunities. However, with the support of a trusted team, we can help members receive the care they're entitled to and build lasting trust.

At Optum, we go beyond providing services by actively working to remove barriers to care and making a meaningful difference in members' lives. By leveraging advanced analytics, AI and trusted partnerships, Optum works on behalf of health plans to help their members find and enroll in benefits, address social barriers and retain their eligible benefits year after year.

Addressing key challenges in member engagement

Our whole-person care approach tackles the significant challenges payers face today, from confusion during the enrollment process to social-based barriers. The enrollment process is complex, with multiple touchpoints, payment options and coverage choices that can be daunting for members. To support them, we use advanced analytics and AI to identify those eligible for additional benefits, such as dual benefits for Medicare Advantage or Medicaid enrollees. This targeted approach enables focused outreach and provides members with the necessary support.

But even with the right benefits in place, members may still face social-based barriers. We analyze a comprehensive set of data to identify members who could benefit from programs like transportation assistance, food security initiatives and housing support. This comprehensive view allows us to create personalized engagement strategies that foster meaningful interactions with each member.

Creating a supportive healthcare system

By collaborating with health plans and their members, we can build a more cohesive and supportive healthcare system that prioritizes member needs. We're passionate about harnessing technology to make a tangible difference in members' lives. Our commitment to innovation positions Optum as a leader in healthcare, and we're excited to continue pushing the boundaries of what's possible in member engagement.

See how you can improve member satisfaction by helping members obtain and retain benefits with our eligibility and enrollment assistance.

About Shariff Baseer

Shariff Baseer has almost a decade of industry experience building healthcare products and specializes in quality and member engagement. Prior to this role, he has spent time enhancing risk adjustment products focusing on advanced analytics. Shariff has an MBA degree from Indiana University of Pennsylvania and engineering degree from Visvesvaraya Technological University (VTU), India.