Tag Archives: Employer Health Benefits

How to Deliver Unbeatable Customer Experience

What does great service really mean?

A great product or service is the first half of a successful business – great customer service is the better half of a successful business. Does the mention of a company name trigger good feelings from a customer? When customer service evolves into an amazing customer experience, the answer to that question is a resounding ‘Yes!’ A successful business shapes the customers’ experience by embedding a fundamental value proposition in offerings, but a satisfactory experience just isn’t good enough for long-term success.

Go above and beyond

So what is great customer service? The definition is different for everyone –  to some, it is as simple as solving problems and offering solutions in an expedient manner. To others, it means overall politeness from those who represent the company. In other organizations it’s defined as a company’s willingness to give their customers, ‘the customer is always right’ approach, no matter how unreasonable their demands may be.

If you invest in your customers, they will invest in you

The human elements of customer service are what really define great customer service…doing everything one can to please, protect, enrich, and value the customer. At the end of the day, every business should be built around how to deliver an extraordinary customer experience.

To achieve a truly value-based and positive customer experience, here are the four touchstones every company should be implementing:

  1. Be responsive – Customers hate repeating themselves, so being responsive across social media platforms, mobile applications, and engaging web pages is increasing in importance as channels expand.
  2. Treat customers with a friendly, helpful attitude – Lousy customer service is the number one reason people choose to stop engaging with a company. Simply put, happy customers remain loyal.
  3. Quality communication and services – With today’s technology, every business can offer personalized connections that leave people more than satisfied and with confidence that strengthens brand loyalty.
  4. Build trust – Transparency goes a long way by showing clients that they can lean on your processes and communication to steer them in the right direction.

Partners at CorpStrat

At CorpStrat, we deliver the CorpStrat Gold Standard, which is our version of a customer service experience. This is comprised of 5 values:

  • Teamwork – we work together to achieve the best outcomes for our clients
  • Great Attitude – we bring positive energy to every interaction
  • Client Interest First – All of our actions are guided by achieving our clients’ objectives
  • CorpStrat Golden Rule – we show up on time, finish what we start, do what we say, and demonstrate our gratefulness
  • Passionate Learners – We are constantly increasing our knowledge and gaining wisdom

And most importantly, when it comes to our Gold Standard

We know it, we show it, we own it.

 

CVS to Buy Aetna for $69 Billion in a Deal That May Reshape the Health Industry

December 5, 2017
 

Source: The New York Times

CVS Health said on Sunday that it had agreed to buy Aetna for about $69 billion in a deal that would combine the drugstore giant with one of the biggest health insurers in the United States and has the potential to reshape the nation’s health care industry.

The transaction, one of the largest of the year, reflects the increasingly blurred lines between the traditionally separate spheres of a rapidly changing industry. It represents an effort to make both companies more appealing to consumers as health care that was once delivered in a doctor’s office more often reaches consumers over the phone, at a retail clinic or via an app.

The merger comes at a time of turbulent transformation in health care. Insurers, hospitals and pharmacy companies are bracing for a possible disruption in government programs like Medicare as a result of the Republicans’ plan to cut taxes. Congress remains at an impasse over the future of the Affordable Care Act, while employers and consumers are struggling under the weight of rising medical costs, including the soaring price of prescription drugs. And rapid changes in technology have raised the specter of new competitors — most notably Amazon.

A combined CVS-Aetna could position itself as a formidable figure in this changing landscape. Together, the companies touch most of the basic health services that people regularly use, providing an opportunity to benefit consumers. CVS operates a chain of pharmacies and retail clinics that could be used by Aetna to provide care directly to patients, while the merged company could be better able to offer employers one-stop shopping for health insurance for their workers.

But critics worry that customers could also find their choices sharply limited. The deal risks leaving patients with less choice of where to get care or fill a prescription if those with Aetna insurance are forced to go to CVS for much of their care.

On Sunday, the two companies emphasized their ability to transform CVS’s 10,000 pharmacy and clinic locations into community-based sites of care that would be far less expensive for patients.

“We think of it as creating a new front door to health care in America,” CVS Health’s chief executive, Larry J. Merlo, said in an interview.

The merger would establish a new way of delivering care, with nurses, pharmacists and others available to counsel people about their diabetes or do the lab work necessary to diagnose a condition, Mr. Merlo said. “We know we can make health care more affordable and less expensive.”

Mark T. Bertolini, Aetna’s chief executive, said that by using CVS’s locations, the company can provide people with a better way of accessing medical care.

“It’s in their community. It’s in their home,” he said. He added, “CVS has the draw. People trust their pharmacist.”

It is the development of community-based clinics — capable of delivering care with the technology and health information available from both parties — that could prove to be the biggest change brought about the deal.

The hope would be that consumers would not only be able to see savings by going to a retail store to treat a sore throat but also have better oversight of a chronic illness, such as diabetes or heart disease. They could get advice on how to lose weight, or undergo tests to monitor their health.

“If they can drive the adoption of the care delivery model, that’s a big deal,” said Ana Gupte, a senior health care analyst for Leerink Partners.

The merger agreement came as another factor weighs on the minds of all in the health care industry: Amazon, which has been rumored to be preparingfor an entry into the pharmacy business. Jeff Bezos, the Amazon chief executive, and his e-commerce juggernaut have already overturned many industries: book buying, retail shopping, groceries and Hollywood, using fierce customer loyalty and enormous reach as cudgels against incumbent players.

But CVS and Aetna have had a business partnership dating back seven years, and have steadily converged into similar visions of how the health care industry was evolving. Conversations about a deeper bond eventually crystallized into deal talks within the last two months, according to a person with direct knowledge of the discussions.

Although neither chief executive mentioned Amazon by name, both said that what they were creating was a compelling opportunity in and of itself.

“Chasing our competitors has never been a solution,” Mr. Bertolini said. He added, “Our competitors will do what they do.”

Many companies are seeking shelter in the arms of their former adversaries, with well-known medical groups like the Cleveland Clinic joining with Oscar Health, an insurer. With federal officials blocking traditional mergers — like the megadeal that featured Anthem and Cigna, the nation’s largest insurers, and one involving Aetna and its rival Humana — companies are looking at combinations that take them beyond their traditional lines of business.

Many analysts view the combination of CVS and Aetna as a defensive move by the companies. CVS Health, which also recently signed an agreement with Anthem to help the insurer start its own internal pharmacy benefit manager, is looking to protect its business with Aetna as it fends off rivals like UnitedHealth Group’s OptumRx and others. Aetna, foiled in its attempt to buy Humana, is searching for new ways to expand its business.

The merger could also fundamentally reshape the business of overseeing drug coverage for insurers, an industry that is dominated by three large players and that has increasingly come under scrutiny over the past year as public anger over high drug prices has expanded beyond the usual culprits — most notably the pharmaceutical industry — to lesser-known players like pharmacy benefit managers.

Under the terms of the deal, CVS will pay about $207 a share, based on Friday’s closing prices. Roughly $145 a share of that would be in cash, with the remainder in newly issued CVS stock. The deal is expected to close in the second half of next year, subject to approval by shareholders of both companies as well as regulators.

Antitrust approval has become an interesting question in the Trump administration, which bankers and lawyers had thought would be more tolerant of consolidation than its predecessor.

A combination of a drugstore company and an insurer is considered less problematic than a merger of two players in the same business, which could reduce competition and hurt consumers. Such concerns ultimately sank Aetna’s efforts to buy Humana, and Anthem’s push to buy Cigna, when the Obama administration signaled its opposition to such consolidation.

CVS’s proposed takeover of Aetna is a so-called vertical merger, combining companies in two different industries. But while such deals have traditionally met little opposition in Washington, the Justice Department has sued to block AT&T’s $85.4 billion takeover of Time Warner on the grounds that it would create too powerful of a content company.

Both CVS and Aetna played down the prospects of regulators moving to block their deal. The breakup fee for the transaction is not especially large, reflecting that belief.

Mr. Bertolini asserted that the companies would not raise prices for consumers. “It doesn’t make sense for us to charge people more when we want more people in the store,” he said.

But analysts and other merger experts warn that the deal could be blocked by federal antitrust officials who worry that it could lessen competition. One area of focus may be Medicare; both companies are significant players in offering prescription drug plans to Medicare beneficiaries.

While the companies said they want to lower costs, CVS also makes money on rebates from drug makers and on filling prescriptions through its pharmacies.

David A. Balto, an antitrust lawyer who has been sharply critical of combinations among insurers and pharmacy benefit managers, said that he was wary of having retailers in charge of people’s health. He argued that doctors may be in a better position to treat illness than retail executives.

“Who do you want to run the health care system?” he said.

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California Employer Health Benefits: Workers Pay The Price

Heidi Whitmore and Jon Gabel, NORC at the University of Chicago June 2016

A majority of Californians rely on their employers for health insurance, but many with workplace-sponsored coverage are faced with reduced benefits and increased costs.

The percentage of employers offering coverage has continued to decline in California, while coverage rates have remained stable. Only 57% of firms reported providing health insurance to employees in 2015, down from 69% in 2000. Twenty-seven percent of California firms reported that they reduced benefits or increased cost sharing, and 41% of firms reported that they were very or somewhat likely to increase employees’ premium contribution in the next year. This trend will have major implications for household budgets.

California Employer Health Benefits: Workers Pay the Price presents data compiled from the 2015 California Employer Health Benefits Survey. Other key findings include:
• The percentage of firms with many low-wage workers (those earning $23,000 or less) offering health coverage to employees more than doubled between 2014 and 2015, from 18% to 42%.
• Health insurance premiums for family coverage grew by 4.5%, a slower growth rate than in recent years. Family coverage premiums have seen a cumulative 216% increase since 2002, compared to a 37% increase in overall prices.
• The average monthly health insurance premium, including the employer contribution, was $573 for single coverage and $1,554 for family coverage in California, and was significantly higher than the national average.
4 in 10 workers in small firms faced an annual deductible of at least $1,000 for single coverage, compared to 1 in 10 workers in larger firms.

June 2016 Employer Benefits Study