Select Health® is a nonprofit health plan dedicated to simplifying health insurance for its more than one million members across the Mountain West.
"With the InstaMed Premium Payments solution, Select Health delivers a better member experience while also scaling our operations. Now, we can offer members more convenient ways to pay including automated and self-service channels. The InstaMed platform helps us to optimize operations, while growing our membership with a 37% decrease in staffing ratio and 30% decrease in call volume."
THE CHALLENGE
Select Health faced significant challenges as they expanded their individual marketplace. The increase in membership led to a surge in call center volume, primarily due to payment-related inquiries. The existing payment vendor’s system was not integrated with Select Health’s online portal, requiring members to manage separate accounts and leading to a disjointed user experience. This resulted in increased call volumes, missed payments, and member attrition, particularly during the binder payment period.
OUR
SOLUTION
To address these challenges, Select Health partnered with J.P. Morgan Healthcare Payments to implement the InstaMed Premium Payments solution. This solution allowed members to manage all healthcare payments in one branded portal, enhancing the user experience from the first payment. Members could schedule binder payments up to the day before their plan’s effective date and set up automatic monthly payments, reducing the risk of coverage loss. The solution also streamlined internal processes, providing detailed payment insights and improving operational efficiency. RESULTS WITH INSTAMED
|
increase in automated recurring payments
|
150% |
|---|---|
|
decrease in call volume for individual member inquiries
|
30% |
|
decrease in staffing ratio for individual plan membership
|
37% |
|
increase in electronic payments
|
25% |
|
decrease in overall paper statements
|
32% |
|
member payments to providers
|
$8.6M |