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CodeBaby Benefits Advisor Quick Guide

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Codebaby has developed Intelligent Virtual Assistant technology into a “virtual coach” in the form of an avatar. Our “virtual coach” educates, guides, and assists users through complex web interactions; engaging consumers and patients when they need it most. Read this guide to learn more.

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CodeBaby Benefits Advisor Quick Guide

  1. 1. introduction Intelligent virtual assistants are quickly being acknowledged for their critical optimization, brand engagement, and financial value. They enable consumers to efficiently accomplish their online goals by facilitating decision support during benefits selection and enrollment, filling out forms or applications, or managing health assessments and online tools. Health insurance organizations, employers, and eHealth technology providers are integrating virtual assistants as a core piece of technology to enhance the healthcare consumer experience, increase efficiencies, boost voluntary benefits enrollment, energize mobile engagement, and improve wellness participation rates. In fact, according to Gartner, by the year 2015, a virtual assistant will be a standard component of online interactions2. Codebaby has developed Intelligent Virtual Assistant technology into a “virtual coach” in the form of an avatar. Our “virtual coach” educates, guides, and assists users through complex web interactions; engaging consumers and patients when they need it most. a CIVA Guide | 2 According to Towers Watson1, “Changing employees’ health behaviors has been a major obstacle for many companies. Above all, the lack of employee engagement is cited by 57% as the biggest obstacle to managing employee health.” 1 Towers Watson and National Business Group on Health, “Performance in an Era of Uncertainty, 2012 Employer Survey on Purchasing Value of Health Care”, Towers Watson, 2012 (http:// www.towerswatson.com/assets/pdf/6556/Towers-Watson- NBGH-2012.pdf) 2 Johan Jacobs, “Key Considerations for Virtual Assistant Selection”, Gartner, July 29, 2010 (http://www.gartner.com/id=1412520)
  2. 2. public and private exchanges Consumers want a “guided” shopping experience. Health exchanges, either private or public, provide consumers, individuals and families, a way to compare and buy health insurance. In general, exchanges are designed to: ‣Create a competitive marketplace. ‣Inform consumers and improve cost transparency. ‣Offer affordable health insurance and wellness choices. ‣Ensure transactional ease and efficiencies via eHealth technology improvements. Both private and public exchanges carry unique strengths and varying structures that appeal to individuals and employers alike. According to Booz & Company research3, public exchanges give plan access to subsidized populations and small businesses while private exchanges offer extensive design packages and benefit choices. Regardless of exchange type, they found employers and consumers desire “guided” support, product recommendations, and real-time administrative support via chat or phone. The benefits advisor intelligent virtual assistants provide the guided support consumers want through several methods. For example, it assists employers when selecting benefits offered to their employees on the exchange or when making decisions based on a defined contribution plan. Additionally, it drives users to complete forms such as banking information and HSA applications. And because of real-time support, health exchange providers and payers experience a decrease in calls and reliance on chat and email creating additional efficiencies and a more satisfying benefits shopping experience. a CIVA Guide | 3 Click here to watch this benefits advisor highlight and educate the customer through the daunting insurance selection process. Click here to watch Lina help an enrollee apply for health insurance on a public exchange. 3 booz&company., “The Emergence of Private Health Insurance Exchanges Fueling the “Consumerization” of Employer- Sponsored Health Insurance” 2012 (http://www.booz.com/media/uploads/BoozCo-Emergence-Private-Health-Insurance- Exchanges.pdf)
  3. 3. 3 booz&company., “The Emergence of Private Health Insurance Exchanges Fueling the “Consumerization” of Employer- Sponsored Health Insurance” 2012 (http://www.booz.com/media/uploads/BoozCo-Emergence-Private-Health-Insurance- Exchanges.pdf) prevention and disease management Drive down costs by increasing wellness participation. More than ever, organizations recognize that a healthy workforce has an important effect on the bottom line. Wellness programs reduce healthcare costs but encouraging participation is a challenge. In fact, according to Towers Watson, a culture of workplace health and effective wellness and productivity programs combined with monetary incentives drives high rates of participation. As of a 2011 report, employers that offered financial incentives for health risk appraisals, earned a 46% employee participation rate, compared with 19% for those that do not. Conversely, participation rates in disease management programs were low among all respondents, regardless of financial incentives, at just 14%, and show little responsiveness to incentives, increasing to just 16% where incentives were present4. Although financial incentives demonstrate some impact, in the long-term, organizations and insurers need to consider motivational factors that exclude or lessen reliance on these incentives, especially when considering disease management programs. This is where the CIVA benefits advisor can make the difference, by substantially improving wellness participation through online engagement. Imagine the benefits advisor, as a virtual health coach, personally greeting each participant, walking them through the assessment, summarizing the results, making recommendations, explaining procedures, giving advice, and escalating to a live health coach when necessary. An emotionally engaging virtual assistant empowers the user and encourages them to consistently monitor their health and make better lifestyle choices. The benefits advisor virtual assistant is not designed to replace a practitioner but to complement face-to-face guidance, help users complete health risk assessments, and teach them how to self-serve with additional online tools. a CIVA Guide | 4 Click here to watch Myra explain the health risk assessment process and the importance of a good program. At the end she explains the report and how participants can take the next step to better their health. 4 Towers Watson and National Business Group on Health, “Pathway to Health and Productivity”, 2011/2012 Staying@Work Survey ReportTM, 2011 (http://www.towerswatson.com/assets/pdf/6031/Towers-Watson-Staying-at-Work-Report.pdf) © 2014 CodeBaby.com, Inc. All rights reserved. Written and Designed by Audrey Dalton, Director of Content Marketing

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