Our new member enrollment packages contained a multitude of materials, many of which were not required and that we couldn’t assign measurable value to. In addition, many of our states no longer require us to send handbooks, provider directories and other reference materials that are heavy and costly. In these markets, we slimmed down the contents of the packet and created a new member welcome video series, covering five critical steps our members need to take to get started using their benefits.
We replaced the bulky packet with a quick-start guide highlighting important information and calls to action. The guide directs readers to the welcome page on the website, where they will find short videos describing the mobile app, electronic resources, choosing a PCP, the difference between urgent care and ER, and more.
