O interest in the portability of needs among health plan operators GREW in 2021, according to a recent release from the ANS (National Supplementary Health Agency).

This shows that beneficiaries are increasingly demanding with the service provided by operators and who constantly seek the best possible cost-benefit in meeting the diverse demands of the population.

In this post, we will talk about the reasons that led to this increased interest in deficiency portability and how your operator can prepare to avoid loss of beneficiaries.

Understand the reasons for interest in portability of needs in 2021

In the last year, the The search for health plans with lower prices was the main reason for interest in portability of needs of 46% from beneficiaries, according to ANS.

Later in this post, we will show you how you can reduce your operator's costs and positively impact your customers.

The second most cited reason by beneficiaries, with 19%, was the seeks better quality of the network that provides services, such as more options for doctors, hospitals and laboratories.

We will also talk about the importance of knowing your customers' dissatisfactions and how you can discover them.

In third and fourth place, the intention to cancel contract, with 15%, and the search for better service from the operator to the beneficiary, with 14%.

Both reasons prove that the customer wants to receive a good service for what they contract, including health plans, at all times.

Therefore, to help your operator keep your beneficiaries loyal and prevent them from wanting to carry out portability between plans, we have come up with four tips that can help you retain your customers. Check out!

Tips for keeping beneficiaries loyal to your health plan provider

1 – Offer qualified service to beneficiaries

In any type of business, the level of service offered to customers is an extremely important point as it is a moment of interaction between the user and the company.

Therefore, if your operator does not have a agile, effective and practical service channel with the beneficiary, dissatisfaction can increase considerably.

Use a application that can speed up your customer's request and favoring their needs, makes the beneficiary see greater value in their operator and want to interact more frequently.

A contact automation and the adoption of more dynamic solutions, which avoid a call center to serve the beneficiary, tend to increase user satisfaction with the service.

2 – Automate processes and increase the number of online interactions with beneficiaries

In addition to automating service, make processes online, such as requesting and authorizing procedures, favors user satisfaction regarding the services provided.

These electronic interactions reduce the response time to requests, avoid the need for the beneficiary to travel to the operator and also provide better control over the request workflow, reducing the risk of delays in responses.

Eliminating contacts with call centers, printing papers and exchanging emails speeds up the process and benefits the beneficiary. And also, with an integrated system within the operator, there is a reduction in operating costs.

3 – Promote the well-being and health of your beneficiaries

Promoting moments of interaction between the operator and the beneficiary can also increase customer satisfaction.

On these occasions, promoting well-being and preventive health actions to customers can favor the user's perception of the service provided by the health plan and be a differentiator compared to other operators.

This is because beneficiaries will be able to participate in these moments, interact, be impacted by the messages transmitted and, thus, realize the added value of their health plan operator.

Offer workshops, lectures, transmit messages and demonstrate care for the beneficiary to help build your brand among consumers and get closer to beneficiaries.

Read too: Awareness campaigns: see the importance of implementing them

4 – Identify your beneficiaries’ dissatisfactions

Knowing the profile of the beneficiaries, regardless of whether the contracted plan is individual or corporate, is our last tip in this post to retain your customers.

Firstly, you must understand what generates the most dissatisfaction in the services provided, such as difficulties in scheduling exams or appointments, poor service received when making a request, lack of coverage by accredited networks, or other reasons.

After, assess what is most serious and create improvement plans to resolve such identified problems.

To promote this identification, one of the inputs are requests from beneficiaries in the beneficiary's contact channels with the operator. That is why it is important to use well-targeted digital means of contact.

Along with that, the generation of data guides on procedures carried out, billing information and glosses, accident rates and also data made available by the Supplementary Health Performance Index, generate a bank of information that, when well obtained and analyzed, generates a greater wealth of information for the operator. data in the search for identifying beneficiary profiles.

As they involve data and indicators, Having a good integrated management system favors obtaining information and makes customer knowledge work more optimized.

5 – Have an audit system that promotes your beneficiary’s loyalty

Offering benefits to your customer to promote increased satisfaction with your operator's service can be easier if you use an effective and functional management system in your company.

SAUDI is a system of medical audit which integrates into its management system and which favors the financial health of health plan operators, allowing numerous benefits, such as process automation, account audits and better management of the organization's costs.

Furthermore, it is also possible to store, process and organize your operator's data in a way that favors analysis and identification of improvement needs.

In other words, benefits that can positively impact your beneficiaries and make you INCREASE customer loyalty.

Contact us and understand how the SAUDI system can help you directly and indirectly to significantly increase your customers' satisfaction, also contributing to the constant loyalty of beneficiaries.