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Care management: Building trust through personalized member engagement

Sponsored White Paper

Health plans can establish and nurture connections with UpToDate Guide, a member engagement solution that delivers inclusive content at scale.

Presented By

Wolters Kluwer

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Published on Jun 8, 2024

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This white paper represents the views of the author, not America’s Health Insurance Plans (AHIP). The publication, distribution or posting of this white paper by AHIP does not constitute a guaranty of any product or service by AHIP.


Health plans understand that building strong relationships with members is the key to influencing healthy behaviors, closing care gaps, improving outcomes, and reducing costs.

But most health plan care management functions are struggling to reach and engage with at-risk members. McKinsey studies found that:

  • 80% of identified at-risk members are not reached.
  • Average engagement rates across high-risk groups are less than 30%.
  • 60% of members who are reached by care management do not follow through on recommended care plans.

Health plans need to build or rebuild trust and establish stronger relationships with the members they serve. A central component of that is member engagement through which consumer-oriented, personalized experiences help members become more confident in managing their health decisions while also helping care teams build stronger member relationships, enabling them to influence behaviors and, ultimately, better outcomes.