For Customer Experience Professionals

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	June 18, 2009 How Health Plans Use Health Risk Assessments by Elizabeth Boehm with Ron Rogowski, William Chu, Rachel Zinser

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Executive Summary

Determined to bring medical costs under control, health plans use health risk assessments (HRAs) to inform interventions aimed at changing members' health status. In a recent survey of nine health plans, Forrester found surprisingly little consistency in how plans collect and use HRA data. Plans differ in how much information they collect, where they source their HRA solutions, and what other data they combine with HRA results. Where do they agree? All reported that the key to getting members to complete an HRA is finding the right incentives and that the HRA is only the beginning of a broader member conversation. To keep the conversation going, health plan customer experience professionals should focus on measuring plans and marketing programs while establishing the right channel mix to meet the needs of their members.

This is an excerpt

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