In this 2023 study, we expand on themes from 2022’s Health Equity and Tomorrow’s Medicare Beneficiaries Study. We help stakeholders understand the specific touchpoints that set up seniors to renew coverage — as well as those that motivate them to disenroll. We also examine how various experiences are associated with higher and lower CAHPS scores, as well as advise carriers and agencies how to better engineer member communications and customer service for higher scores during out years.
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