Today, more than 30 million Americans are enrolled in a Medicare Advantage (MA) plan. With the increasing popularity of MA, health plan organizations must prepare by having the right staff to scale their business so they can take on more members and improve their services.
While it’s always good to have people on a team who can provide exceptional customer service, you must consider the bigger picture when creating a hiring plan. Because as MA grows, your organization must grow, too.
Find people with fitting soft and hard skills.
Individuals working for health plan organizations must be motivated and high-energy to handle the fast-paced environment that accompanies growth. Talent must also be compassionate and caring, as the people choosing or renewing plans may be struggling. Some of the soft skills hiring managers might look for in a team member, particularly a patient-facing team member, include:
- Communication skills
- Attention to detail
- Organizational skills
- Time management skills
- Flexibility and stability
Hard skills are a little easier to find as they’re measurable and often based on related healthcare experience. Here are some priority hard skills that are desirable for those working for an MA provider:
- Project management skills
- Technical skills
- Knowledge of medical terminology
- Analytical skills
- Knowledge of coding languages
Find people with very specific experience.
Of course, it’s critical to find people with relevant experience for virtually any professional position, but here, very specific experience is vital. Offering a government-administered health plan is highly nuanced and regulatory. Having people who have worked for commercial insurance plans or even worked for health plans offering MA puts you a step ahead of your competition. These individuals often know the market and what consumers want, the ins and outs of the health plan offerings, and the process of getting people enrolled.
The right skills and experience can translate to improved star ratings.
The better suited a person to a role, the more productive, efficient, and positive they are. This could even translate to better star ratings from Medicare for MA Plan providers. Part of the star rating is based on the services provided, and happy employees tend to offer better service. A company that rates highly for top-notch customer service will stand out to potential consumers searching for the right MA Plan.
Finding the talent required to make an emerging MA Plan stand out isn’t easy. And an organization looking to hire the best people must put in time and effort. You need individuals with knowledge of Medicare who can also provide compassionate service to members and help grow the business by acquiring new members and improving plan offerings. Yes, this is easier said than done, but the future of your organization depends on it.
To learn more about MA’s growth and impact, get our full guide, “How Health Plans Can Prepare for a Rise in Medicare Advantage Enrollment.”