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Best Foot Forward (BFF), a health resource management firm specializing in member engagement services, is proud to announce its recent affiliation as a new member/partner/business associate with two leading national healthcare associations — Medicaid Health Plans of America (MHPA) and as a Preferred Vendor with the Association for Community Affiliated Plans (ACAP). MHPA represents the interests of the Medicaid managed care industry through advocacy and research to support innovative policies that enhance the delivery of comprehensive, cost-effective, and quality healthcare for Medicaid enrollees; ACAP represents health plans that service their members through Medicaid, Medicare, and Children’s Health Insurance Program (CHIP) and collectively provide health coverage to more than 20 million people.

“Best Foot Forward is thrilled to become members of both these exceptional organizations and looks forward to becoming active participants,” explains Byron C. Dennis, co-CEO/partner of Best Foot Forward. “Our company works with health care organizations — primarily government insurance Managed Care health plans — to help them re-establish contact with existing members and connect with new members, hard-to-reach, high-utilization, or target-risk group enrollees. Because MHPA and ACAP provide so much valuable assistance in helping their health plan members better serve Medicaid beneficiaries, this is just a perfect fit for us. We’re honored to work together for common goals.”

Founded in 2009, Best Foot Forward provides quality and comprehensive member engagement services for today’s MCOs. Headquartered in South Florida, with offices in Illinois, Indiana, Ohio and Pennsylvania, BFF uses its innovative “Locate, Educate and Engage” approach to help identify and then reconnect managed care members with plan providers.

With an industry standard of Medicaid payors not being able to contact some 30% to 60% of their members, BFF provides a true fix that helps address quality gaps measured by HEDIS scores and other state and federal performance metrics.
“At Best Foot Forward, we fully understand that when insurance providers are unable to make contact with a significant portion of their Medicaid/Medicare member population, then they’re unable to offer their services and improve health outcomes,” explains Dennis. “To resolve this, we have designed a comprehensive strategy that encompasses an amazing assortment of tools that garners unprecedented results at affordable prices. On average, we engage over 50% of the assigned members. No other firm can make those types of substantiated claims.”

“The simple fact is that health plans can’t manage their members’ care without engaging with them,” states Rich Dudley, Best Foot Forward’s other co-CEO/Partner. “We have a notable and successful track record of locating and engaging with health plan members. BFF enables the fulfilment of the managed care vision.”

ABOUT BFF
Best Foot Forward (BFF), a certified minority-owned business, is headquartered in South Florida, with offices in Illinois, Indiana and Pennsylvania. BFF’s mission is to provide integrated programs using insight-driven solutions that focus on delivering a clear process to connect, communicate, and assist managed care members and plan providers. www.bestfoodforwardsales.com

Engaging Medicaid members is a consistent challenge for health plans, pandemic or not. Those members often move residences more frequently, making it more difficult for plans to maintain accurate contact information. In addition, Medicaid members may have low health care literacy, chronic medical conditions, or other circumstances that make it harder to connect. But, to effectively run a plan that serves its members and delivers preventive care, member engagement is crucial.
And there is good reason to ramp up member engagement efforts now:

People Are Scared

The pandemic has rattled us all. The disease and death caused by COVID-19, along with social distancing and stay-at-home orders, have all had an impact. According to the Centers for Disease Control and Prevention, “Symptoms of anxiety disorder and depressive disorder increased considerably in the United States during April–June of 2020.”

People are At Risk

Medicaid members are more likely to have living conditions that put them at higher risk to COVID-19, like working essential jobs in grocery stores and restaurants and living in more crowded spaces. They are also more likely to experience job loss, food insecurity, and worry about paying rent and utilities.

People are Lonely

According to the US Census Bureau, 28% of Americans live in single-person households. That means 28% of the population is navigating COVID-19 alone.

Despite the challenges brought on by the global pandemic, COVID-19 has opened an opportunity to improve Medicaid member engagement and serve those members during this time of rapid change in health care.

Opportunity to Connect

Now is the time to increase efforts to get accurate contact information for members and to establish a connection. With continued social distancing, people are at home more frequently and are more available to calls. And, in this uncertain environment, there is more motivation for members to get information from their health plan.

It is also a time to be sure members are assigned to a primary care provider who can manage their care. It is important that members know who their provider is, and how to contact him or her.

Opportunity to Educate

COVID-19 creates an opportunity to educate members on how to get the most out of their health care plan in the new normal.

• Doctors’ offices, urgent care, and even emergency rooms have new protocols in place. Members need to be educated on how to access care and what to do if they feel sick.
• Should your members get tested for COVID-19? If so, what is the process? Is it covered?
• It’s time to encourage flu shots, answer questions about a potential coronavirus vaccine, and help parents understand what to do if they missed scheduled vaccinations for their children during lockdown.
• How can you help members learn to productively engage with health care providers in new ways, like telehealth?

As always, these engagements provide an opportunity to educate members about 24/7 Nurse Advice Lines and the appropriate utilization of emergency room care.

Opportunity to Bridge Gaps

Member engagement often includes bridging gaps that get in the way of members getting the care they need.

Right now, that may mean connecting members to resources that bridge the gap for those who do not have access to technology or broadband Internet. Understanding how to use technology may also get in the way of members getting the care they need.

While the impact of this pandemic is still playing out, we can surely anticipate that Medicaid members will need additional support accessing social services, like food pantries and help for rent and utility payments.

This is an extraordinary time. And while there are unquestionable challenges, there are also opportunities to connect with Medicaid members, educate them, and help them bridge gaps to ensure they have access to the care they need.