June 28, 2022
Medallia Launches New Healthcare Solution to Transform Member Experiences and Improve Medicare Star Ratings
Medallia Medicare Stars Solution provides first of its kind dashboard with a constant pulse on member experience
PLEASANTON, Calif. – June 28, 2022– Medallia, Inc., the global leader in customer and employee experience, today announced the release of Medallia Medicare Stars Solution, a first-to-market solution designed to help health plans proactively improve Medicare Star Ratings by transforming the member experience.
Medallia’s solution is the first on the market to connect Stars member experience measures and CAHPS surveys questions to real-time signals, which can be monitored continuously across the entire member journey. The new dashboards and signal capture techniques will provide actionable insights to Stars leaders, customer service, pharmacy, benefits, and others throughout the organization, helping them improve patient experience and Star ratings.
“Currently most health plans are retroactive in their approach and only have CAHPS surveys and mock surveys to help guide improvements,” said Rex Wallace, Owner of Rex Wallace Consulting and Former VP of Medicare and Stars Ratings for Cambia Health Solutions. “I am thrilled to partner with Medallia on the development of this solution to provide health plan executives real-time member feedback to improve Star Ratings.”
The Centers for Medicare and Medicaid Services (CMS) uses a Star Rating System to measure how well Medicare Advantage plans perform. For the 2020 Star Ratings, member experience measures comprised 31% of the entire weight of the ratings, and these measures will increase to 58% for the 2023 Stars. Providing positive member experiences will be required in order to achieve a 4+ Star Rating. Understanding this need for a proactive, member focused tool, Medallia set out to provide a solution that enables health plans to obtain the faster insights to actions to value for patients, families, and caregivers in improving the overall patient experience.
“In the past, there was little health plans could do to stay informed on their member experience throughout the year,” said Toni Land, MBA, BSN, CPXP Solutions Principal & Head of Healthcare Experience, Medallia. “By breaking down silos across the organization to create a unified view of feedback and experience data, the entire organization is empowered to take action. Being able to monitor the member experience in real time enables payers to provide the highest level of service while also receiving the highest level of reimbursements.”
Join Rex Wallace and Toni Land at the RISE Qualipalooza Conference on June 28 at 3 p.m. in Las Vegas for discussion about leveraging the voice of the member to increase health plan quality. Medallia will be at Booth 212.
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.
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