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Change Management: Implementing Change, Minimizing Disruption

While not everyone looks forward to change, everyone appreciates the improvements and savings that can result from it. In HealthComp’s Change Management series, we’ll review worthwhile reasons for implementing a change and effective strategies for change management. We’ll also look at some common benefits changes being made today.

As healthcare evolves, employers feel increasingly compelled to introduce new programs to increase savings and member engagement. But if a change is managed poorly, it can have the opposite effect—disrupting members’ access to care or making them less likely to engage.

When implementing a change, it’s important to have best practices in place to ensure a smooth transition. In Part 2 of our Change Management series, we’ll review the strategies that HealthComp has developed to make change as seamless as possible, so employers and employees can reap the benefits of change with minimal disruption. 

Ensuring Change Goes Smoothly

Implementing a change within a benefits program is complex. Here are some of HealthComp’s best practices for change management that are key to ensuring a smooth implementation: 

Checklist to track and manage tasks. Every significant change requires a project plan. Prior to the start of a project, HealthComp finalizes a plan that outlines each action that is required in order to implement a change successfully. The plan indicates who will be responsible for each action item, the sequence in which these items must be completed (with specific start and end dates), and any related dependencies. The plan also includes key milestones or checkpoints to ensure that work proceeds in a timely manner.  

Careful consideration for customizations. It’s important to incorporate any unique factors into the project plan. For example, an employer may have special requirements for transmitting eligibility information to an administrator. The data may come from a payroll vendor, a previous administrator, paper-based enrollment forms, or a combination of the three. To ensure a successful transition, it’s important to flesh out these unique requirements and incorporate them into your planning.  

Weekly meetings with all stakeholders. Communication is critical when implementing a change. HealthComp conducts weekly meetings with the broker and the employer’s HR department to continuously review the status of the implementation. In addition to the account manager, other internal departments are often present at these meetings– including information systems, account management, eligibility, and plan building. These meetings facilitate transparency into the status of the project. If issues arise, all parties can discuss them openly and agree on a mitigation plan. This weekly cycle ensures forward momentum toward project completion.

Early notification. When an administrator is implementing a change of its own – such as introducing a new Explanation of Benefits (EOB) statement or a new online platform – it must inform the employer early and outline the reasons for the change and how it will benefit members. The administrator must also be flexible to the employer’s schedule and needs. For example, an employer may want to postpone the rollout for a couple months to ensure better timing for its own team.

Communications playbook. The playbook should outline when the employer will first notify members of an impending change, and how they will keep members informed as the implementation moves forward. In addition to when, the playbook should specify how members will be notified and what the content of these communications will be.

For example, when onboarding a new employer, HealthComp works with the HR department to notify employees of the upcoming change months before it actually takes place. Depending on the employer, this may be communicated through a mailed letter, email, or in person at health fairs. As enrollment nears, HealthComp sends additional communications to prepare employees for open enrollment. These communications typically include information on how to access the enrollment system and information on the different plan options that are available to them. The touchpoints continue after employees have enrolled—rather than sending their ID card in a standard envelope, HealthComp uses a specially designed Welcome Kit, which includes their ID card, plan information, and information on how to access our HCOnline platform to view their benefits. This kit was specially designed to draw the member’s attention and generate interest in managing their benefits.

The process of building out the communications playbook will spur good discussions with the employer about what strategies will work best with their member population. Certain tactics may be more successful with certain groups—for example, email notifications will resonate more with employees who are tech-savvy as opposed to those who are not. The more detailed the communications playbook, the more effective it will be.

Managing Change into the Future

Change is inevitable in health benefits; especially as innovative programs emerge to help employers control rising healthcare costs. Introducing a change can be daunting for members and employers and it’s important to have strategies in place to help you navigate a change.

HealthComp has developed a set of best practices to standardize the change management process, and we’ve used them to successfully on-board countless groups. The result is satisfied brokers, employers, and employees who are reaping the benefits of increased savings and an improved customer experience.  

Chad Harris

Chief Executive Officer

 

Chad Harris serves as the CEO of HealthComp and is a values-driven healthcare leader with over twenty years of experience running business process and information technology businesses as a senior executive. Chad has a reputation for creating and controlling rapid growth by focusing on the intersection of customers, market dynamics, and the new digital world.

 

Chad has held many senior executive positions and led global teams of more than 10,000 people across dozens of counties. Chad has grown both large and small businesses, from those with less than $100M of revenue to those producing multiple billions of revenue, focusing on delivery, customer satisfaction, and innovation to create market leadership.

 

Chad's philosophy is to inspire change by doing what comes naturally, putting the needs of others before his own, working incredibly hard, and focusing on "how" to accomplish things, never "if they can be accomplished."

Thomas Martel

Chief Growth Officer

 

Tom serves as the Chief Growth Officer at HealthComp. In this role, Tom focuses on strategic initiatives aimed at accelerating HealthComp’s growth nationwide. His passion lies in assessing market and enterprise structures and creating efficiencies that enable teams to deliver best-in-class performance.

 

Previously, Tom led Cigna’s largest employer segment, largest region which was comprised of several health plans including the two largest health plans. He worked closely with Market Presidents and their leadership teams to develop and execute local market strategy and deliver growth for the enterprise. Tom earned his degree from Saint Anselm College and holds certifications from The Wharton School and the Darden School of Business at the University of Virginia. In his spare time, he enjoys sailing and holds a Master Captain’s license with the U.S. Coast Guard. He is also active in community outreach programs including local food bank and shelter services.

Sanoj Balakrishnan

Chief Technology Officer

 

Sanoj Balakrishnan serves as the Chief Technology Officer at HealthComp. In this role, he oversees the company’s overall technology strategy and architecture, building secure and highly scalable distributed systems.

 

Most recently, Sanoj served as Head of Healthcare Digital Business and Technology at Cognizant, working with payers and providers in developing solutions that reduced healthcare costs and provided a best-in-class experience for members. Earlier in his career, he worked at technology organizations in a variety of software engineering and architecture roles. Sanoj earned his B.S. from University of Mumbai and Computer Systems Management from National Institute of Information Technology.

Justin Tran

Executive Vice President, Product

 

Justin serves as the Executive Vice President of Product at HealthComp. He has 8 years of experience in developing and delivering solutions that reduce health care costs, improve quality, and provide a best-in-class experience for members. Most recently, Justin was an Associate Partner and business unit leader at McKinsey & Company where he helped large carriers and healthcare technology companies build new clinical services and solutions for fraud, waste, and abuse. Justin earned his B.S. in Accounting and Data Informatics from Indiana University, Bloomington.

Tucker Stein

Chief Financial Officer

 

Tucker serves as the Chief Financial Officer of HealthComp. Tucker previously worked for The Boeing Company in a number of finance and strategy roles, most recently as a finance lead for the Transactions and New Business Development group. In this role Tucker led investments and strategic partnerships for Boeing’s Space and Communications portfolio. Tucker earned his MBA at Stanford’s Graduate School of Business and his Bachelors of Science at the University of Redlands.

Tom Georgouses

General Counsel

 

Tom is involved in multiple areas of HealthComp including Operations, Compliance and Legal Affairs. Tom was admitted to the California Bar in 1990 and started his legal career with Stammer, McKnight, Barnum and Bailey, LLP. When he left the firm to join HealthComp in 2014, he was the Managing Partner (he had represented HealthComp since 2003). In private practice Tom’s areas of focus included healthcare and transactional work. Tom holds a Bachelor of Science Degree in Business Administration-Finance from California State University Fresno and received his Juris Doctorate from San Joaquin College of Law.

Rishab Bansal

Chief Transformation & Operations Officer

 

Rishab serves as the Chief Transformation & Operating Officer at HealthComp. Rishab focuses on transforming and modernizing HealthComp’s operations to provide delightful and distinctive experiences to its members, providers, and clients. His agenda includes integrating all entities towards a One HealthComp vision, driving profitable growth, and delivering value and business outcomes.

 

In his former work over the last 2 decades, he has helped clients across industries to transform themselves by bringing industry-leading practices and digital and data-led disruption. As the trusted advisor to the C-suite, Rishab helped his clients leapfrog on their transformation journey to accelerate business outcomes and helped them unlock new opportunities to drive profitable growth, profitability, and enhanced experience for their employees and clients.

EDI Information

If you are a healthcare provider and have the capability to submit healthcare claims electronically and use one of the clearinghouses listed below, please use the associated payor ID to submit claims destined for HealthComp.

Clearinghouse Medical Payor ID Dental Payor ID
Availity 85729
Capario HCOMP
CareVu 85729
Dental XChange DX029
Emdeon/WebMD 85729 85729
Claimant.com 85729
I-Plexus Solutions 85729
McKesson (RelayHealth) 85729
CPID:
HCFA - 3206
UB - 2934
NDC 85729
Office Ally 85729
OptumInsight (Formerly Ingenix) 85729
Tesia 85729

We strongly advise that you confirm our payor ID with your clearinghouse before you submit claims electronically to us.
For questions regarding our EDI capabilities, please contact our EDI Coordinator



Elaine Davis

Chief Human Resources Officer

 

Elaine Davis serves as CHRO for HealthComp. Elaine previously served as CHRO for Continuum Global Solutions and has served in executive leadership positions for Xerox and GlaxoSmithKline. Elaine holds Bachelor’s and Master’s degrees from the University of California at Berkeley.