Move
‘MOVE’ away from the solution. Listen carefully to the question asked. Use a softening/acknowledge statement and then ‘move’ to Clarify, Problems, Results, or Issues.
Problems: That’s a great question. At a high level, our goal is to offer your employees and their families an easy way to access all their health and care benefits in one place, on their terms, day or night. Can we talk about your situation for a few minutes? What, if any, types of problems are you experiencing in making care accessible for your employees and their families in the way you want?
Results: It’s a good question. We really want to provide easy access to high-quality care that is timely and affordable. I’m tempted to jump into our solution detail, but I would like to ask what results you would like to achieve if you could improve the care for members and their employees.
Issues: It’s a question we often get. Our complete solution is about combining care in areas like everyday care, pharmacy, oncology, surgery, and behavioral health into one so members don’t have to navigate a broken system. Can we talk about what issues you are facing with delivering the value you want to members and their families?
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Our organization is going through some pretty big changes right now, and I’m not sure we have the bandwidth for another vendor.
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Clarify. I can only imagine how much bandwidth it takes. When you say you’re going through some pretty big changes right now, you mean…
Problems. Change is hard, and the last thing we want is to add bandwidth. Beyond the obvious, can we talk about some of the problems you’re experiencing with having so many vendors?
Results. That makes perfect sense. If I were you, I wouldn’t have more bandwidth either. Setting aside adding another vendor right now, are there some specific results you’d like to achieve that you’re not able to today?
Problems. Change is hard, and the last thing we want is to add bandwidth. Beyond the obvious, can we talk about some of the problems you’re experiencing with having so many vendors?
Results. That makes perfect sense. If I were you, I wouldn’t have more bandwidth either. Setting aside adding another vendor right now, are there some specific results you’d like to achieve that you’re not able to today?
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Problems: We are hearing this question more and more from our clients, and we think we’re well-positioned for the long term. To start to answer this together, can I ask what kinds of problems would you want to solve over time that supports your long-term efforts?
Results: At this stage, I’m not sure I can provide a good answer without knowing more. Can we talk about some of the results you’re seeking in the longer term?
Issues: That’s a fair question, and while I’m enticed to jump in with an answer, can we talk about the important issues you want to address in the longer term so we can best determine how to support you?
Results: At this stage, I’m not sure I can provide a good answer without knowing more. Can we talk about some of the results you’re seeking in the longer term?
Issues: That’s a fair question, and while I’m enticed to jump in with an answer, can we talk about the important issues you want to address in the longer term so we can best determine how to support you?
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Can you tell me about the process you use for reporting clinical and financial results?
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Problem: I’d be glad to share the process, as it’s something we have put a lot of time thinking through. Reporting is a big part of the transparency we want to deliver, and we’re working towards making it a self-service for our clients to view. Is it ok if we talk for a few minutes about the issues you’re experiencing with reporting clinical and financial results that you would like to see improved?
Results: Sure. We have a whole team dedicated to finding ways to deliver this information in a timely and effective manner. In many cases, it supports our shared savings model, so it’s critical for you and us. Can I ask a few questions for context before we dive in? What kinds of results would you like to see with respect to reporting clinical and financial results?
Issues: For sure, and yet I’m wondering if it’s ok to hold off going into detail until we can understand a bit more of what you’re looking for. What issues are you currently facing with reporting clinical and financial results?
Results: Sure. We have a whole team dedicated to finding ways to deliver this information in a timely and effective manner. In many cases, it supports our shared savings model, so it’s critical for you and us. Can I ask a few questions for context before we dive in? What kinds of results would you like to see with respect to reporting clinical and financial results?
Issues: For sure, and yet I’m wondering if it’s ok to hold off going into detail until we can understand a bit more of what you’re looking for. What issues are you currently facing with reporting clinical and financial results?
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We would like to operate a lot more seamlessly with our vendors. Can you work with us to make that happen?
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Clarify: I’d sure like to think we can make that happen. When you say ‘operating more seamlessly,’ what does that look like for you?
Problems. We’d love to work with you to make that happen. Can I ask what problems you’re experiencing when it’s not seamless with your vendors?
Results. I’d sure like to think so. May I ask what kinds of results you’d be looking to achieve with a more seamless arrangement?
Problems. We’d love to work with you to make that happen. Can I ask what problems you’re experiencing when it’s not seamless with your vendors?
Results. I’d sure like to think so. May I ask what kinds of results you’d be looking to achieve with a more seamless arrangement?
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We want to mitigate our costs and healthcare trends. Do you have any ideas on how we might do this?
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Problems. I can believe it, and it’s got to be dificult. I have so many ideas. Where do we start? Can I ask what’s getting in the way of reducing costs and healthcare trends for you today?
Results. The costs and overall healthcare trend are a big part of our business model. We think we have a new, different, and better way. Our approach is to build business cases with our clients so we can be clear and upfront about the financial metrics we’ll report on and measure. Can we start by asking what kinds of results you’re looking to achieve on cost reduction and trend?
Issues. It’s a tough equation that we think we’ve cracked the code on. Have you, by chance, set specific targets for cost and trends management?
Results. The costs and overall healthcare trend are a big part of our business model. We think we have a new, different, and better way. Our approach is to build business cases with our clients so we can be clear and upfront about the financial metrics we’ll report on and measure. Can we start by asking what kinds of results you’re looking to achieve on cost reduction and trend?
Issues. It’s a tough equation that we think we’ve cracked the code on. Have you, by chance, set specific targets for cost and trends management?
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How can we break down our vendor silos so that communication and information flow more smoothly?
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Clarify. I’d sure like to think there is a way. When you say ‘vendor silos (‘information flow more smoothly’), can you say more about what you mean?
Problems. Let’s talk about that. What problems are you up against in this area?
Results. I think we’ll have plenty of ideas to talk about to achieve that. Out of curiosity, have you thought about what you would like your vendor landscape to look like?
Problems. Let’s talk about that. What problems are you up against in this area?
Results. I think we’ll have plenty of ideas to talk about to achieve that. Out of curiosity, have you thought about what you would like your vendor landscape to look like?
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Our top five healthcare cost drivers are still running out of control. How does Transcarent solve that?
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Problems. We’re hearing that a lot! The great thing is that it’s exactly what we think we can help you fix. For starters, how much of your total spend is tied up in your top five healthcare costs?
Results. I’m so glad we’re talking about this because we’re all about measurable business results. In addition to member goals, have you set any goals for cost reduction and savings over the next 12-24 months?
Issues. That’s a great question. I would propose we look to solve it by working together to build a business case. Can I ask what issues you would like to address to feel confident you were addressing your most important cost drivers?
Results. I’m so glad we’re talking about this because we’re all about measurable business results. In addition to member goals, have you set any goals for cost reduction and savings over the next 12-24 months?
Issues. That’s a great question. I would propose we look to solve it by working together to build a business case. Can I ask what issues you would like to address to feel confident you were addressing your most important cost drivers?
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Our members are still complaining that our entire benefits system is too hard to sort through, and I think they just give up.
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Clarify. That can’t feel good to hear about. Can you say more about what you’re hearing?
Problems. I’m sorry you’re hearing that. What kinds of problems are you experiencing?
Issues. ‘Too hard to sort through’ does make people want to give up. What’s going on that’s making it hard to sort through?
Problems. I’m sorry you’re hearing that. What kinds of problems are you experiencing?
Issues. ‘Too hard to sort through’ does make people want to give up. What’s going on that’s making it hard to sort through?
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We’ve done a lot of healthcare cost shifting, and we anticipate double-digit cost increases for next year. How can you help us?
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Clarify: Double-digit increases are crazy…and I think we can help a lot. What kind of healthcare cost shifting have you done? Or, what have you tried that’s worked in the past?
Problems. I think we can definitely help. As you think about reigning in costs, what kinds of problems do you feel you need to solve to at least bend the curve a bit?
Results. I think we can help you in a lot of ways. Do you have a ballpark estimate about what double-digit increases mean in absolute dollars right now? What reduction do you think would compel your organization to act quickly?
Problems. I think we can definitely help. As you think about reigning in costs, what kinds of problems do you feel you need to solve to at least bend the curve a bit?
Results. I think we can help you in a lot of ways. Do you have a ballpark estimate about what double-digit increases mean in absolute dollars right now? What reduction do you think would compel your organization to act quickly?
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We are looking to simplify our member experience, and we think single sign-on is essential. Can you do that across all your care experiences?
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Clarify. We can and we value ‘simplify’ and ‘single sign on’ too. I’ve noticed clients seem to define things differently. Just to check in, when you say single sign-on, can you say more about how you’re imagining this would work best for you?
Results. Single sign on is a core foundation of our approach. Just so I understand, can I ask what results you are hoping single sign on will provide for your members?
Issues. That sounds like a smar goal. So I am on the same page, what issues have you had without a single sign-on that you’re hoping to address?
Results. Single sign on is a core foundation of our approach. Just so I understand, can I ask what results you are hoping single sign on will provide for your members?
Issues. That sounds like a smar goal. So I am on the same page, what issues have you had without a single sign-on that you’re hoping to address?
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Redirect. Sure, I’d be happy to dig in. What would you like to know?
Issues. I’d be glad to. The shared savings is based on a collaborative assessment of savings achieved during a certain time period and is calculated quarterly or annually. For example, the annual total cost of care savings would include things such as avoided and unnecessary services, shifts to network care, etc. Can I ask what thoughts you have about how you’d like to see a shared savings model work for you?
Results. I sure can. Up front, we work with clients to determine how much money we think we can save across our care experiences. After implementation, typically two-thirds of the savings go to clients. It’s can represent a significant number, and meanwhile, members get a new, different, and better care and health experience. What else can I answer for you?
Issues. I’d be glad to. The shared savings is based on a collaborative assessment of savings achieved during a certain time period and is calculated quarterly or annually. For example, the annual total cost of care savings would include things such as avoided and unnecessary services, shifts to network care, etc. Can I ask what thoughts you have about how you’d like to see a shared savings model work for you?
Results. I sure can. Up front, we work with clients to determine how much money we think we can save across our care experiences. After implementation, typically two-thirds of the savings go to clients. It’s can represent a significant number, and meanwhile, members get a new, different, and better care and health experience. What else can I answer for you?
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Cancer is our biggest issue, and we need to know how to solve that problem.
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Problems. I’m really sorry to hear that Cancer is your biggest issue. What kinds of problems are you dealing with that you’re hoping to solve?
Results. Cancer is a big deal, and I am sorry to hear it’s an issue for you. What kinds of results could you imagine achieving with a new solution?
Issues. Cancer is a big issue indeed. Are there specific concerns tied to cancer care you looking to solve?
Results. Cancer is a big deal, and I am sorry to hear it’s an issue for you. What kinds of results could you imagine achieving with a new solution?
Issues. Cancer is a big issue indeed. Are there specific concerns tied to cancer care you looking to solve?
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We already have a lot of mobile apps for our members, but now it’s becoming too complex. We're looking for ideas to fix this without spending much money.
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Clarify. Lots of mobile apps do make it complex. Can you say more about what your landscape of apps looks like today?
Problems. Fixing this has the potential to save money and have a positive effect on member satisfaction and the care they receive. What are some of the bigger problems you’re facing with having so many apps for your members?
Results. I’m so happy we’re talking. Lots of mobile apps are a big issue for clients and members. Have you thought of what an ideal future state looks like for you?
Problems. Fixing this has the potential to save money and have a positive effect on member satisfaction and the care they receive. What are some of the bigger problems you’re facing with having so many apps for your members?
Results. I’m so happy we’re talking. Lots of mobile apps are a big issue for clients and members. Have you thought of what an ideal future state looks like for you?
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Issues: Great question. We have a group responsible for building client dashboards and reporting after launch, and I’d be happy to provide more detail. Out of curiosity, what past issues have you had with reporting?
Results: I appreciate the question. We’ve worked hard to refine and improve our reporting to clients. Our goal is to enable “self-service” by our clients and our account management teams which essentially enables clients to access and review key results on their terms—for example, utilization metrics. What data reporting would you like to see after a launch?
Results: I appreciate the question. We’ve worked hard to refine and improve our reporting to clients. Our goal is to enable “self-service” by our clients and our account management teams which essentially enables clients to access and review key results on their terms—for example, utilization metrics. What data reporting would you like to see after a launch?
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