• Sarah Devine

How guided healthcare gives members better service than the Waldorf

Healthcare isn’t exactly known for its high-touch customer service. Getting in and out of the doctor’s office or the hospital in a reasonable amount of time is about as much as most people ask for, and even that can be a challenge. When you need to coordinate multiple physicians and specialists, the process becomes even more daunting.


Healthcare navigation is so daunting, an Aflac study found 26 percent of Millennials would rather clean their toiletthan research health benefits. But the landscape is changing. Patient advocacy is increasing and people are starting to  consider themselves consumers of healthcare products. That means they require a higher level of service and more communication.


That’s where guided healthcare and navigation comes in. Guided healthcare is fast becoming an essential component to many healthcare plans. The guided healthcare model keeps stakeholders informed and ensures the delivery of the best possible care for the patient. More specifically, all healthcare providers working with a particular patient share important clinical information and have clear, shared expectations about their roles.


Guided Healthcare unplugs the traditional call center and replaces it with personal advocates. All calls route through them so members get the best service every time. Think of guided healthcare as the highest level of healthcare customer service, even exceeding some of the five-star standards set in the hospitality industry.


Proactive care


If you’ve ever stayed at a high-end hotel, you know what the highest levels of customer service feel like. Staff seem to anticipate your every need and you get what you’re looking for without having to ask for it. That’s what guided healthcare is like.


Guided Healthcare differs greatly from the traditional call center model favored by many insurers. Rather than approaching care in a reactive way, guided healthcare professionals work proactively to make people feel cared for. Guided Healthcare professionals personally guide members, cutting through the complexity that causes confusion and drives up costs. These highly trained professionals resolve issues and help employees make better use of their benefits, limiting unnecessary medical events and associated costs along the way.

Imagine every member of your health insurance plan having someone to call to:

  • Discuss claims

  • Get referrals

  • Ask about prescriptions

  • Make treatment decisions based on estimated costs

  • Quote benefits

  • Advocate for claims resolution

  • Learn about wellness incentives

  • Ask about lifestyle programs

Guided Healthcare is about rethinking the member experience and meeting members when and where they need help, making healthcare more efficient. By providing dedicated, trained guided healthcare professionals, members experience a white-glove approach to all of their healthcare needs.


Guided Healthcare: your healthcare concierge


After you’ve had a pleasant vacation or hotel stay, you probably remember that one staff member who went out of his or her way to make your trip extra special. Maybe a concierge guided you to a hidden attraction or secured a seemingly impossible restaurant reservation.


Guided Healthcare professionals act in much the same way by helping facilitate patient care and reducing stress and anxiety. Guided Healthcare professionals provide a trusted and knowledgeable resource to guide participants through the often confusing process of getting the best healthcare services.


Guided healthcare professional can answer questions about benefits, claims and healthcare services, and proactively connect plan participants with the best practitioners. For example, if a patient breaks a leg and needs to see an orthopedic doctor, the guided healthcare professional can help track down the closest doctor who has the best track record and reputation, and who will be the best fiscal choice for the consumer. The guided healthcare professional can also make sure any x-rays or MRIs are delivered to the doctor to avoid duplicate, costly and often painful tests.  


Throughout the care process, guided healthcare professionals proactively intercept redundant, delayed or questionable treatment to help plan participants, their families, and their physicians work together to ensure proper care and improve employee wellness. In time, guided healthcare professionals increase efficiency and reduce costs for plan participants and providers.


Five-star service at a reduced cost


We all know the old adage “You get what you pay for.” Nowhere could that be more true than the hospitality industry. To stay at the finest hotels and receive the finest service, you need to pay for the privilege.


That’s where guided healthcare sets itself apart. You get the highest levels of service and reduce your healthcare costs.


Guided Healthcare allows HR professionals to take back control of healthcare spending and reduces healthcare spending by making the care delivery process more efficient and actively helping members become healthier over time.

Guided healthcare professionals facilitate savings by intercepting treatment and claims in real-time and eliminating any redundant or unnecessary services.


If you recognize a lack of service in your current healthcare program, it might be time to consider working with a program provider that can deliver guided healthcare. Novo Connection empowers employers to get the most out of their health benefit plans. Our extraordinary program combines the best solutions in the industry with cutting-edge technology to reduce wasteful spending and drastically bend the trend of rising healthcare costs.


Guided healthcare and navigation is at the heart of this program. Through guided healthcare we prioritize independence, transparency and expertise. Contact us to discuss how to proactively manage your group health plan and reduce wasteful spending.


Posted by: Michael Poelman

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