Q&A with Dr. Tom
Many of my Medicare Advantage patients drop out of the program because they get so many phone calls from their insurer trying to manage their health from afar. How do I address this?
Create your own no call list.
Because most primes are pitiful at managing their Medicare Advantage patients, insurers employ third party services to encourage patients into actions that will increase their revenues.
And with that strong profit incentive, insurers can afford to pay these outside “care management” services in an attempt to pester your patients into compliance.
And pester they do. Over and over and over again.
In age of intrusive media, Interruption marketing no longer works. It's repellent. You hate it. Your patients hate it. They hate it enough to dis-enroll from an insurance they otherwise like.
When the patient gets one of these calls, tell the patient to interrupt the caller and have the caller contact your office.
If the caller does contact the office, have the staff get the service’s contact information. Have the staff tell them you’re taking excellent care of the patient, they don’t need reminder calls and that the patient has said that continued calling will result in the patient's dis-enrollment.
Ask them to put the patient on a no call list.
This works better than you think.
If the caller contacts the patient a second time, ask your patient to provide you with the contact information once again. Have your staff contact your insurer’s provider relations office and request the calls stop.
I pro-actively contact my provider relations office monthly. I provide them a list of my new enrollees and ask them to get them on a “no call” list.
Is it perfect? No.
Does it help? Yes.
And if you get the reputation as the clinician who "can stop the phone calls" then your overall reputation will soar.