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Helping members understand care and coverage

One year ago we launched our On-site Member Services pilot program to better help members coordinate care and understand their coverage. Since then, the program has helped over 15,000 members manage internal and external specialty referrals and authorizations, book internal appointments, and understand costs based on their health plan benefits.

The program is live at 12 Kaiser Permanente facilities across Washington state:

Bellevue Medical Center Northgate Medical Center South Hill Medical Center
Capitol Hill Campus Northshore Medical Center South Lake Union Medical Office
Downtown Seattle Medical Center Olympia Medical Center Tacoma Medical Center
Everett Medical Center Riverfront Medical Center Veradale Medical Center

First year results are promising

Benchmark data show that in Kaiser Permanente facilities with an On-site Member Services team, lead times on average decreased for:

  • Internal specialty appointments, from 1–14 days to 10 minutes
  • Authorizations, from 8 days to 6 minutes
  • Cost estimates, from 3–7 days to 4 minutes

Member feedback has been positive and consistently acknowledges that these teams reduce concern and confusion while helping them navigate next steps in care.

After a visit last year, one member shared, “This is my first time to this clinic, and I was hesitant on changing providers. But I’m glad I did because everything is so convenient. Helping me navigate this referral is just fantastic.”

Providers appreciate the program, too.

“With an On-site Member Services team, I have supportive, friendly faces who provide in-the-moment cost information and help coordinate appointments for members before they ever leave the clinic,” said Kelly O’Leary, physician assistant.

Looking ahead in 2020

This program will roll out to more Kaiser Permanente facilities this year. We’ll refine how each team supports members at its respective facility, while exploring new ways to improve the member experience. As we do, we’ll be sure to keep you updated.

All plans offered and underwritten by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc.

© 2021 Kaiser Foundation Health Plan of Washington