Boosting Member Empowerment and Engagementserving the health insurance needs of Philadelphia and...

Paula SunshineSenior Vice President and Chief Marketing Executive

Boosting Member Empowerment and

Engagement

Putting the Member at the Center

EMPLOYERMEMBER

PROVIDER

Make informed health care decisions

Optimize health for greater well-being

Better understand & maximize health benefits

Confidently manage healthcare finances

Empowering Members to Achieve 4 Big Goals

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© 2017 Independence Blue Cross. All Rights Reserved.Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association, serving the health insurance needs of Philadelphia and southeastern Pennsylvania.

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Primary Care PhysicianDr. Evelyn Gonzalez

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We’ve created new well-being tools to provide the support and inspiration you need to reach your health, wellness, and lifestyle goals.

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19104

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Make Informed Health Care Decisions




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Resource Center


Name or Specialty

19104

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Zip Code

Find




Get Started

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Open

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Recent Claims

Messages




$120.00

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All ClaimsChange

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ASK IBX



ACCOUNT SETTINGS


Headline with Image


Rotating Message


Related Links

Resource Center


Name or Specialty

19104

Name or Specialty

Zip Code

Find




Get Started

Lorem Ipsum



Open

Open

Open

Read More


Recent Claims

Messages




$120.00

Mon DD


Your Card


OPEN

Pay Premium

All ClaimsChange

Make Payment









ASK IBX



ACCOUNT SETTINGS


Headline with Image


Rotating Message


Related Links

Resource Center


Name or Specialty

19104

Name or Specialty

Zip Code

Find




Get Started

Lorem Ipsum



Open

Open

Open

Read More


Recent Claims

Messages




$120.00

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All ClaimsChange

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Optimize Health for Greater Well-being

2004 2006 2008 2010 2012 2013 2014 2015 2016

Source: Pew Research Center

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

■ Cell phone

■ Smartphone

Smartphone GrowthPercent of US Adults Who Own the Following Devices

Audience PollOn any given day, what do most people use their smartphone for?a) Textingb) Sending/Reading Emailsc) Searching for Informationd) As a phone

■ Multiple Times/Day■ Multiple Times/Week■ At Least Weekly

Digital Engagement StatisticsHow often do you use your smartphone for the following?

30% 8%52%

19% 8%61%

14% 6%57%

25% 13%31%

28% 23%17%

32% 16%

16%

16%

21%13%

18% 19%8%

8% 18% 14%

15% 17%6%

Phone

Searching for information

Researching products or services

Texting

Taking pictures

Searching for nearby retail store/

service

Sending/reading email

Checking the weather

Sharing/posting photos

As a GPS/searching for maps/directions

0% 20% 40% 60% 80% 100%

Our Approach to Reaching Members

@

IBX Delivers customized messages

Generate measurable

results

Members opt in to text and email

messages

____________________________________

Members get driven to

tools & resources

SAVINGSBETTER CARE KNOWLEDGEWELL-BEINGACHIEVE

ACHIEVE WELL-BEING ACHIEVE BETTER CARE ACHIEVE SAVINGS ACHIEVE KNOWLEDGE

ACHIEVE ACHIEVE ACHIEVE

ME

PEOPLE LIKE ME

ANYONE

Care Gaps & Shoppable Moments• Diabetes Management

• Brand vs. Generic Drugs

• Medication Adherence

General Engagement Messaging• Reimbursement &

Discounts

• Flu Shot Reminders

Clinical & Service Engagement Opportunities• Plan Education• Choosing a PCP• Preventive screenings

Drive to Greater Personalization


MEMBER

ID Card Message Digital ID Card

• Preempt calls to Customer Service

• Turns disappointment to delight

Self ServiceID Card

Text Message Text Message Email

Well-Being Member Communications


MEMBERPROVIDER

PCP ReportHigh Risk Hospitalization Predictor

Solution: Annual PCP Visit Reminder


EMPLOYERMEMBER

ProfileTotal Membership 494,476 Chronic Conditions

Age (18+) 377,725 76% Members (18+) 79,466

Subscribers 230,711 61% Members opted into messaging 50%

Dependents 147,014 39%

Channel Subscribers DependentsComposite IBX Composite IBX

Email Only 25% 27% 17% 17%

Text Only 15% 13% 5% 5%

Both 20% 20% 3% 3%

Portal Registration 51% 54% 23% 24%

Messages Sent Unique Members Contacted

Email Text Total Mix Email Text Total

Personalized 333,911 17,058 350,969 19% 116,932 8,525 125,457

Targeted 496,693 69,113 565,806 30% 186,736 47,207 233,943

General 447,095 520,330 967,425 51% 119,762 84,829 204,591

22%

54%11%

13%

Email Only

Text Only

Both

Opportunity

1.8MTotal Messages Sent

Current Score

46%IBX BoB

49%Total Active Opt-In

Active Channels

11Messages Per Member

Digital Opt-In

Engagement Messaging

Profile & Digital Opt-In Report PeriodMay 2017

Messaging Activity12 months ending May 2017

Boosting Member Empowerment and Engagementserving the health insurance needs of Philadelphia and...

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