Winback Surveys Lists
Overview
Retaining our customers is a fundamental strategic objective for Sanitas, as studies consistently show that acquiring new customers can be significantly more costly than retaining existing ones. In our pursuit of enhancing customer retention, we have implemented a comprehensive survey to gain insights into why patients become inactive on a roster and to guide initiatives aimed at improving retention rates.
The survey is specifically targeted to members who are falling off the roster during roster updates, with the frequency of updates varying by state. Its primary purpose is to provide valuable insights into three key aspects.
Firstly, we aim to understand the reasons behind members changing their insurance company or becoming uninsured.
Secondly, if the member remains with the same insurance company, we strive to uncover the motivations behind their decision to switch providers and leave
Sanitas. Lastly, for members who have not changed their insurance company or Sanitas, we aim to identify any inconsistencies that may require collaboration with the insurance company for resolution.
To effectively analyze the survey results, we offer two dedicated dashboards.
The "Winback Survey Summary" dashboard provides an overview of the survey responses, allowing for in-depth analysis and understanding of the key insights gathered.
The "Winback Survey Lists" dashboard, which is accessible to a select group of authorized users. This dashboard includes Protected Health Information (PHI) and enables users to access data from all states and download relevant files, facilitating further analysis and decision-making.
These dashboards serve as valuable tools in supporting data-driven decision-making and enhancing customer retention strategies at Sanitas. By leveraging the insights obtained from the survey and the analytics provided by these dashboards, we can develop targeted initiatives to win back customers, improve their overall experience, and foster long-term loyalty.
At Sanitas, we are committed to continuously refining our customer retention strategies and providing exceptional healthcare services. The insights gathered from the survey and the utilization of these dashboards will be instrumental in achieving these goals.
Survey Questions and Flow
Dashboard Tabs
Summary Results
The winback survey results dashboard offers the capability to filter the results based on dates and payer names. This functionality allows you to:
Filter by dates: Specify a specific date range or timeframe to focus on survey responses within that period. This helps you analyze the winback survey results over specific time intervals.
Filter by payer name: Select a particular insurance payer to narrow down the survey results and gain insights specific to that payer. This enables you to understand the reasons behind customer attrition for different payers.
By utilizing these filtering options, you can effectively analyze the winback survey results, identify patterns, and develop targeted strategies to win back former customers.
Track 1: Roster Reconciliation
The "Track 1: Roster Reconciliation" tab is exclusively accessible within the winback survey lists dashboard, as it contains Protected Health Information (PHI). This tab specifically displays a list of roster patients who have indicated that they are still with the same payer and have affirmed Sanitas as their provider. Despite their confirmation, these patients are no longer considered active on the roster.
The presence of these patients in the list suggests a potential issue with the payer's logic, which may be causing them to fall off the roster erroneously. To address this, it is necessary to engage in reconciliation conversations with the payer to rectify the situation and ensure that these roster patients are reinstated correctly. Additionally, these conversations will help identify any potential discrepancies or business logic in the payer's systems that need to be addressed.
By utilizing the information from the "PHI Winback Survey Results" tab, Sanitas can proactively work with payers to resolve any issues, reinstate roster patients, and maintain accurate and up-to-date rosters for improved operational efficiency.
Track 1: Patient Winback
The "Track 1: Patient Winback" tab is exclusively available within the winback survey lists dashboard, as it contains Protected Health Information (PHI). This tab specifically presents a list of roster patients who have expressed that they are still with the same payer but have switched their healthcare provider.
The patient growth team utilizes this list to initiate efforts to win back these patients. By reaching out to them, the team aims to understand the reasons behind their departure and identify necessary improvements to the patient experience, ultimately preventing further churn.
Through the "Track 1: Patient Winback" tab, the patient growth team can strategize targeted approaches to engage with these patients, address their concerns, and implement changes that enhance their experience. This proactive effort not only helps in winning back lost patients but also serves as an opportunity to learn from their feedback and make adjustments to prevent future attrition.
Track 2: Payer Lead
The "Track 2: Patient Lead" tab is exclusively available within the winback survey lists dashboard, as it contains Protected Health Information (PHI). This tab specifically presents a list of roster patients who left the payer and left Sanitas.
During the winback survey, these former roster patients are asked if they would be interested in receiving more information about the payer plans, thereby giving their consent to be contacted by the payer.
This list serves as a valuable resource, particularly during open enrollment periods, as payers can leverage it to reach out to these former patients and attempt to win them back. By engaging with these individuals and providing them with relevant information, payers can increase their chances of reacquiring these patients and rebuilding their relationship.
Track 2: SanitasCare Lead
The "Track 2: SanitasCare Lead" tab is exclusively accessible within the winback survey lists dashboard due to the inclusion of Protected Health Information (PHI). This tab displays a list of roster patients who have indicated that they are no longer insured.
In the case of Florida (FL) and New Jersey (NJ), these leads are shared with the Sanitas growth team as potential leads for the direct primary care product. The growth team can leverage this information to reach out to these individuals and offer them the SanitasCare direct primary care service as an alternative to traditional insurance.
In Tennessee (TN) and Texas (TX), these leads are given the option to receive more information about the payer plans. By consenting to be contacted by the payer, these individuals become a source of growth primarily during open enrollment periods. The payer can engage with these leads, provide them with details about their plans, and potentially convert them into new customers.
Dashboards ABCs
Tabs
Upon opening a dashboard, you will be directed to the first tab by default, which is typically a national view for Sanitas USA users who need to see all states consolidated into one tab. To see a more granular view (State, Region, Location), you should navigate to the additional tabs, if applicable.
Controls
Controls allow you to filter or refine the data displayed within a dashboard. Utilize the down arrow to expose all available control options for a dashboard. Once selected, controls will remain set even if you navigate to a different tab.
Reset Controls
Utilize the reset arrow located above the controls to reset the options before navigating to a new tab or attempting to apply new criteria.
Downloading Pages
Each page can be downloaded by clicking on the export icon in the top right corner of the page. This will create a PDF document that can be downloaded or printed.
Downloading Individual Charts, Tables or Data
You can also download individual charts, tables or data. To do so, click on a chart to display the ellipsis (three dots) in the top right corner. Clicking on this ellipsis will allow you the option to download in cvs and/or excel formats.
Scroll
Most dashboards and visuals extend beyond the available area exposed on a user's window. Dashboards and visuals are scrollable, don't forget to utilize the navigation bars or your middle mouse wheel to do so.
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