Voice of the Customer Takeaways: Medica

On a bi-monthly basis, we host Voice of the Customer series—our internal webinar series where Personify Health hear directly from a client. In July, we featured Alice Sanders, MS, RN, PHN, Director of Health Strategy and Consultation at Medica.

Medica, based in Minneapolis, is a nonprofit health insurance provider that spans across 12 states with 300,000+ eligible commercial lives and since their recent strategic relationship with Dean Health Plan, over 1.5M members. Since becoming one of our most engaged and innovative clients in 2015, Medica has leveraged Personify Health to work toward its mission to be the trusted health plan of choice for its customers, members, partners, and employees.

Each Voice of the Customer session is hosted by our Chief Commercial Officer, who conducts an insightful Q&A with our clients to draw out insights, ideas, and inspiration. And now, we’d like to share that insight with the rest of you, too.

Top takeaways from our session with Media

• Offer a wellness platform that engages members. Personify Health's platform provides an improved interface, holistic content and programs, and a lot more engagement options than previous solutions. We have a broad range of members and they're all on a different path, journey, or spectrum with their health and wellness. Personify Health offers an easy way to engage and find something that works for them—if it is step tracking, sleep, or journeys, there's a path for everyone.
• Ensure you have ways one can customize their program to meet their members’ needs. We appreciate the customization and flexibility of the program design. Some of our clients customize their programs with incentives that go above and beyond what we include with the program.
• Build rewards into your program: Consider adding HSA contributions or premium reductions off health plan costs and build different ways for employees to earn rewards.
• Integrate your other services and benefits into the platform. The portal gives our clients the option to integrate and build in specific services they offer and then reward their members for engaging in those programs.
• Embrace your account management team. We have a great relationship with Personify Health. We've been with you since 2015, and we have an awesome account team who is not only a good partner to Medica, but they also meet with some of our larger strategic customers and they're a great partner to them as well. Their willingness and openness to help support those relationships and collaborate with us has been really helpful and has helped us, I believe, to maintain some of those strategic customers who are leveraging the Personify Health platform for their customer experiences.
• For best results, Alice suggests other health plans to follow Personify Health’s best practice recommendations. The advice we would give to others  considering offering Personify Health or working with Personify Health is to as much as possible follow Personify Health’s standard approach and their best practice recommendations with reward design, capabilities, and features. We run into problems when we ask Personify Health to do something that's not part of their standard approach, and it doesn't end up working as well as we would like. And having a product that works really well and doesn't create complaints is very important to Medica. So, I would say follow what Personify Health recommends, stick with the standard approach, and your results will end up really well.