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Member Onboarding

SCCP believes that timely and effective outreach to a New Member is a key service that can positively affect a New Member’s understanding and future compliance. Therefore, our Onboarding of New Member Services is designed to provide Health Plans with High Touch, Multimodal New Member Engagement.

New Member Welcome Encounter (Via Face-to-Face or Telephone)

This first encounter is designed to start the process towards achieving high member satisfaction and retention rates by creating a positive first impression, establishing trust, addressing questions, and educating the New Member. The New Member Welcome Encounter includes:

Introduction and Welcome to the Health Plan
Verifying or Updating Demographic Information
Verifying New Member Receipt of Member ID Card, New Member Information Packet, Handbook, and other Welcoming Materials
Reviewing Member Handbook with the New Member
Discussing Member Benefits and Coverage Options
Confirming PCP Assignment
Completing Health Risk Screening
Setting Up the Heath Risk Assessment Appointment
Addressing New Member Questions and Concerns



Location of “Hard-to-Find” Members

Recognizing that locating New Members can present a challenge for Health Plans, SCCP offers a unique approach for engaging “hard to locate” populations that involves:

“Feet on the Street” Team – Care Coordination Navigators from Local Communities Leveraging Community Relationships
Partnerships with Community Stakeholders
Verifying New Member Receipt of Member ID Card, New Member Information Packet, Handbook, and other Welcoming Materials
Mobile Messaging – Use of Text Messaging as a Cost-effective Member Engagement Platform



Pre-Care Management Activities

As a part of New Member Onboarding, SCCP, through its Clinical Care Coordination Staff, engages in a variety of activities designed to jump-start the clinical care management process for New Members:

Conducting Health Risk Assessments
Completing Care Plans with Input from New Members
Getting New Members Attestation to Care Plan Participation
Working with New Members to Schedule PCP and Other Medical Appointments
Addressing Requests By New Members to Change PCP
Addressing Urgent Health/Social Service Needs of New Members
Hand-Off of Clinical Data and Relevant Health Information to Health Plan Clinical Care Managers
Appropriate Reporting