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A growing challenge for health plans is the difficulty in engaging members. Whether because of outreach fatigue or concern about unknown numbers and possible scams, many members are understandably cautious. Our experience at BeneLynk has shown that members will overcome this reticence when the outreach is about a service that can provide immediate, meaningful support. In partnership with our managed care clients, BeneLynk has been able to achieve a wide range of member engagement goals, from closing care gaps to scheduling home health visits to linking with plan-specific offerings. We have done this by “leading with help.” We start our conversation by understanding what challenges the member is facing and working to address those first. By addressing the challenges the member prioritizes, we have produced a positive member experience, and a healthier, happier member. In this context, we have also been able to engage the member to deliver additional messages about other benefits and services.
Today, we are announcing the formalization of this service as a new product. For managed care plans with challenges in engaging members, we now offer our social care-powered outreach as a solution. We are building on the repeated success we have had engaging challenging populations with a message of help. We have grown our Community Lynk service to encompass this wider member engagement.
Within Community Lynk, a component of our One Lynk services, we systematically document health-related social need (HRSN) barriers and work with the member to develop a plan to meet these challenges using available social care benefits. The results of these engagements are communicated to our managed care partners in a manner that is easily understood (e.g., narrative description) and definitively analyzed and measured by CMS/NCQA using LOINC (question), LOIC Answer (response), SNOMED (intervention), and ICD-10 Z-codes. This provides a real understanding of the challenges that matter at the member level and provides the foundation for plans to craft solutions. Amongst other benefits, this service meets the SNS-E requirements.
CMS is intensifying its focus on person-centered care in 2025, prioritizing a healthcare experience that genuinely reflects the needs, values, and preferences of each member. BeneLynk’s approach aligns with this vision of person-centered care by integrating social care-powered outreach into a single, coordinated member interaction. We understand that repeated, fragmented calls can create frustration, diminish health plan trust, and cause member abrasion. This unified approach not only prevents the "call fatigue" members may experience with repeated outreach but also enables us to deliver personalized social care tailored to each member’s situation.
Our success-based pricing model for Community Lynk means that we are paid only when we successfully engage a member. With the growing focus on addressing both social care challenges and meeting rising Star-measure cut points, BeneLynk’s Community Lynk service represents an innovative tool for forward-thinking managed care plans.
What engagement challenges can we solve for you today? Let us know at sales@BeneLynk.com.
About the Author: Sean Libby is the President of BeneLynk, the nation’s leading social care company serving members of government-sponsored health plans, and has been an advocate for older Americans, people with disabilities, veterans, and individuals with low income for over 22 years. At BeneLynk, we are committed to helping managed care plans deliver superior social care solutions to their members.