Improving Member Satisfaction Through People-Powered Solutions

UCare, a nonprofit health plan based in Minnesota, places members at the heart of their operations. With a commitment to the underserved and overlooked, UCare maintains a strong presence.

“We are a ‘people powered’ health plan; every employee on my team, and really throughout the organization, is committed to ensuring a positive member experience” — Sheri Johnson, Vice President of Member Enrollment and Billing, UCare

UCare faced significant challenges due to manual processes in shopping, enrollment, and billing, which hindered their ability to scale On-Exchange and expand into the Off-Exchange market. In response to challenges in scalability and time-consuming manual processes, UCare partnered with Softheon to enhance their health plan offerings and member experiences.

Results:

1.5% and 2% improvement in effectuation and retention rates.

Redeployment of three full-time employees.

2.5% increased accuracy of APTC reconciliations, leading to $2.1 million in additional APTC reimbursements.