For Managed Care Organizations (MCOs), crafting engaging outreach communications is a cornerstone of effective member engagement strategies.

From educational materials to Health Risk Assessments (HRA), outreach content design is pivotal in informing and connecting with Medicaid members. Well-designed messages get results and increase engagement, including completing required tasks like redetermination. Sagitec demonstrated in a recent case study how tailoring outreach strategies can lead to a doubling in completed HRAs. However, developing an internal process for these communications requires careful orchestration and collaboration.

In this blog, we build upon our previous discussion on creating an effective outreach strategy and explore how MCOs can streamline processes for optimal efficiency and effectiveness.

Step One: Establish Clear Guidelines and Standards

The first step in developing efficient and effective internal member outreach processes is establishing clear guidelines and standards. Define the standard of content, target audience, tone, and messaging guidelines. Ensure alignment with regulatory requirements and industry best practices to maintain compliance and consistency across all communications.

Consider the following elements when establishing guidelines:

• Clarity and Accessibility: Prioritize clear and concise language to ensure content is easily understood by diverse audiences, including those with limited health literacy.
• Visual Design: Incorporate visual elements such as graphics, infographics, and illustrations to enhance comprehension and engagement.
• Cultural Competence: Recognize and respect cultural nuances and diversity within the Medicaid population, ensuring inclusive and culturally sensitive content.

Step Two: Collaborate Across Departments

Effective outreach operations require seamless collaboration across departments. From the outset, engage key stakeholders, including marketing, communications, compliance, and healthcare teams, to foster alignment and coordination. Establish regular meetings and communication channels to facilitate information sharing and decision-making.

Key areas of collaboration include:

• Content Development: Leverage subject matter experts to create accurate and relevant content that addresses the needs and preferences of Medicaid members.
• Compliance Review: Involve compliance and legal teams to ensure content adheres to regulatory guidelines and organizational policies.
• Healthcare Partner Collaboration: Ensure your partners are moving lock-step with your organization by informing them of your operations and upcoming communications.

Step Three: Implement Workflow Automation and Approval Systems

To streamline approval processes, leverage workflow automation and approval systems. Implement digital tools and platforms that facilitate real-time version control, tracking, and collaboration. Establish standardized templates and approval workflows to expedite the review and approval process while maintaining accountability and compliance.

Consider the following strategies for workflow automation:

• Content Management Systems (CMS): Utilize CMS platforms to centralize content creation, storage, and distribution, enabling teams to collaborate efficiently and track revisions.
• Document Management Software: Implement document management software with built-in version control and approval workflows to streamline content review and approval processes.
• Partner with the Right Vendor: Look for a software vendor to help your organization stave off technological obsolescence and drive your vision into action, such as Sagitec’s HealConnect Platform.

Conclusion

Developing an internal process for outreach and engagement is essential for delivering impactful communications and services to Medicaid members. By establishing clear guidelines, fostering collaboration across departments, and leveraging workflow automation tools, MCOs can streamline content creation and approval processes while maintaining compliance and consistency. As MCOs evolve, prioritizing efficient and effective content design processes will remain critical in driving positive member experiences and improving health outcomes.