Member Identification Discovery & Brainstorming
We designed and facilitated a workshop for six medical directors from different lines of business at a health insurance company. The medical directors wanted to improve their organization's ability to identify age-65+ members who could benefit from care management and route them to the appropriate services and programs to achieve better health outcomes.
Workshop goals
Encourage medical directors to collaborate across LOBs to brainstorm characteristics of older members who should be identified and supported to achieve better health outcomes.
Synthesize workshop output to enable population identification and prioritization improvement (algorithms and people processes).
Workshop goals and approach summary.
Constraints
Medical directors had limited availability so workshop was limited to 90 minutes.
Not all the participants could attend on-site, making it necessary to simultaneously manage on-site and remote participants.
Workshop agenda.
Approach
We designed activities that could be done concurrently by on-site participants using physical space and materials, and online participants using Miro, an online collaboration/facilitation tool.
Through three consecutive human-centered design activities, the on-site and online groups brainstormed to identify characteristics of members to target for better health outcomes, and desired outcomes for the members. The groups identified existing and brainstormed potential care services, matching them to the member/desired health outcome clusters.
Participants from both groups (on-site and online) brainstormed independently, then collaborated to organize all their ideas into related groups and further brainstorm and refine their output.
Output from the on-site group of participants.
Output from the virtual group of participants working in Miro.
Synthesis
After the workshop was over, we synthesized the workshop output so we could provide participants and others with framed and organized details and a shorter summary.
The initial synthesis (A) was summarized as a complementary, less detailed summary and set of follow-up questions (B).
Workshop output synthesis draft.
Outcomes
We shared synthesized output with leadership.
The organization's change management team used the findings and questions to work with clinical areas to facilitate internal people process changes that needed to take place before member identification and prioritization technology could be modified.
Medical directors were very receptive to the benefits of a structured workshop, requesting a future session to focus on the Special Needs Population (SNP) LOB.
“Heather demonstrated a clear talent for facilitating interactive workshops and was very disciplined about ensuring good use of stakeholders’ time and input. She was also highly perceptive when it came to underlying business problems/needs and fluent in multiple ‘languages’ at our organization including business, clinical, data, and technology.”