Transparency for Variable Cost Healthcare

Single Entry

Collapsing two confusing entry points into 1 all-encompassing experience provides one path to a snapshot of member costs per plan phase with point in time estimation.

Modular

I created a drawer module for when member might want these metrics but when it is not primary.

Guided

Before we expect members to understand complex cost structures, some need foundational terms and definitions. While implementing this inline comes with challenges, it a fair trade-off knowing the alternative is not following through.

Extensible

Designs were created across various plan types and product structures.

Time Sensitive

The final solution focused on the most valuable and contextual information alongside the metrics.

Procedure Level

Members can search by procedure or service and see a breakdown of services with cost in terms of money and time.

Cross Functional

We added cost estimate input into the appointments flow as well as notifications when members check-in at the facility.

Single Entry

Collapsing two confusing entry points into 1 all-encompassing experience provides one path to a snapshot of member costs per plan phase with point in time estimation.

Modular

I created a drawer module for when member might want these metrics but when it is not primary.

Guided

Before we expect members to understand complex cost structures, some need foundational terms and definitions. While implementing this inline comes with challenges, it a fair trade-off knowing the alternative is not following through.

Extensible

Designs were created across various plan types and product structures.

Time Sensitive

The final solution focused on the most valuable and contextual information alongside the metrics.

Procedure Level

Members can search by procedure or service and see a breakdown of services with cost in terms of money and time.

Cross Functional

We added cost estimate input into the appointments flow as well as notifications when members check-in at the facility.

Important Data points

Problem Solving Styles

Cost Mentalities

Data Analysis

The Product Manager and I hold workshops to leverage business stakeholders’ knowledge of complex business rules. Then these rules need to be validated in the data to understand the true scope. The image to the right is an over simplication but this ends as a gnarly, living excel doc.

Plan Type

Impact

Level 1

3% decrease in digital support interactions and complaints per 1L sign-ons

Level 2

Decrease digital complaints, grievances and appeals per 1K member sign-ons

YTD 0.062, ahead of target of 0.072

Level 2

Decrease MSCC web support interaction per 1K member sign-ons

YTD rate is 2.04 interactions per 1K sign-ons is above the target of 1.88

Level 2

Increase member containment for medical bill statements and payments

Target 95.8% currently 92.9% as of EOY