The Chief Operating Officer of MetroPlusHealth, Lila Benayoun, discusses the difficulties of transforming a company’s core operations, especially in the healthcare industry. While other industries have modernized extensively due to competition and regulation, health insurance companies have been slower to evolve their operational methods. Benayoun emphasizes the importance of moving from a legacy mindset to a forward-leaning mindset in order to innovate and improve services for plan members, healthcare providers, and service representatives.
One key strategy Benayoun highlights is the importance of using data to understand drivers of incoming calls and member disenrollment. By analyzing data, health insurance companies can better understand why members are leaving and what improvements need to be made to retain them. Benayoun shares a specific example of how her team successfully prevented thousands of members from losing coverage by deploying targeted resources in a strategic manner based on data analysis.
To improve operational effectiveness, Benayoun suggests integrating new technologies such as artificial intelligence (AI) into company processes. AI can help predict member needs, improve call center efficiency, and enhance member satisfaction and loyalty. Leaders should be open to exploring new technologies and how they can be integrated into current processes to improve overall efficiency.
Preparing a company for transformation involves asking important questions such as what keeps the team awake at night, ensuring sound analysis of macro and micro issues, aligning infrastructure with strategy, and having the right leaders in place to drive the transformation. Bold change initiatives may face pushback from naysayers, but it is important to listen, discuss ideas, make decisions, and move forward confidently. Ultimately, successful transformation requires courage, persistence, and resilience in the face of challenges.
Benayoun’s insights provide valuable guidance for health insurance companies looking to modernize their operations and improve member retention through data-driven analysis, technology integration, and effective leadership. By embracing innovation and change, companies can enhance their operational effectiveness and provide better services to plan members, healthcare providers, and service representatives.
