2023 in Review
Raising the Bar on our Benefit Plans
By Shane Reid, Director, Drug and Product Management, Medavie Blue Cross
2023 in Review
Raising the Bar on our Benefit Plans
By Shane Reid, Director, Drug and Product Management, Medavie Blue Cross
Innovation is one of the five core values that guide us in everything we do at Medavie Blue Cross, along with being responsive, accountable, caring and community-minded. Combined, this nurtures a mindset of original thinking to view problems from different angles, challenge the status quo with fresh perspectives, and find new and better ways of doing things.
Our forward-looking approach has led to ground-breaking initiatives in Canada’s insurance industry — from issuing the first pay-direct drug card and negotiating the first cost-savings agreement with a drug manufacturer to forming a medication advisory panel that evaluates the clinical and cost efficacy of specialty drugs entering the market.
The close of 2023 — the 80th anniversary year for Medavie Blue Cross — provided a welcome opportunity to reflect on our progress by leaning into our experience and expertise as a pioneering leader in benefits management. Here are a few of the initiatives that stood out from our annual year-end review.
Elevating the member experience
- Opening two new Medavie Benefits+ health benefits and wellness centres in Moncton and St. John’s (joining the Halifax location) to help members better understand their benefits, customize their plans, adopt our self-service technology and gain knowledge to support their wellness.
- Improving our Member Services Site to make it easier for members to access and use their benefits, including a claims tracker tool that allows members to view the status of their claims in real-time from start to finish.
- Continuing to refine our mobile app (the highest Google-rated app in Canada’s insurance industry) with unique built-in functionalities to help members better manage their benefits – and their health – anywhere, anytime.
Delivering on our service promise
- Upgrading our Group Administrator Portal with improved functionality, enhanced navigation and faster data entry tools.
- Earning Net Promoter Scores for customer satisfaction that outperform industry benchmarks, demonstrating the high priority we place on client service excellence and experience.
- Implementing an industry-leading disability management system to enhance claims management, measurement and design/payment flexibility, and mitigate long-term claims.
Delivering on our service promise
- Upgrading our Group Administrator Portal with improved functionality, enhanced navigation and faster data entry tools.
- Earning Net Promoter Scores for customer satisfaction that outperform industry benchmarks, demonstrating the high priority we place on client service excellence and experience.
- Implementing an industry-leading disability management system to enhance claims management, measurement and design/payment flexibility, and mitigate long-term claims.
Supporting members on their wellness journey
- Improving our Employee Family and Assistance Program with a digital-first approach that gives members access to additional online channels and barrier-free resources to support their mental wellness.
- Expanding the 360 Total Care Program to provide personalized care for diabetes, hypertension and obesity. This digital solution offers easy access to telemedicine, virtual coaching, and a home delivery concierge service for medication and supplies.
Supporting members on their wellness journey
- Improving our Employee Family and Assistance Program with a digital-first approach that gives members access to additional online channels and barrier-free resources to support their mental wellness.
- Expanding the 360 Total Care Program to provide personalized care for diabetes, hypertension and obesity. This digital solution offers easy access to telemedicine, virtual coaching, and a home delivery concierge service for medication and supplies.
Adding value to our plans
- Growing our cost-saving step therapy (33+ therapy classes) solution and launching a new automated prior authorization for diabetes drug management.
- Renaming our flexible and portable Optional Benefits product to Protection Plus Benefits (Critical Illness, Life, AD&D insurance), which enables members to choose their options, calculate their rates, and purchase – at no cost or paperwork for sponsors
- Implementing a new Reporting Technology platform to provide enhanced self-service reporting options.
- Adding Weight Management as a standard benefit on all Rxperience drug management plans
- Early in the new year, we will announce enhancements to our benefit to support family planning.
- And, as travellers head south for winter escapes, our travel coverage can connect them to the Blue Cross Blue Shield Global network of health care providers — the most extensive network in the United States.
Earning national recognition for our efforts
- Receiving national recognition as an Excellence Awardee in three categories of the Insurance Business Canada Awards: Life & Health Insurer of the Year, Outstanding Customer Experience and Excellence in Diversity, Equity and Inclusion, in addition to being voted Atlantic Business Magazine’s Readers Choice for Best Health Insurer in Atlantic Canada for three consecutive years.
- Obtaining accreditation as a Rainbow Registered organization, a first for the Canadian insurance industry, for our work towards building a culture that ensures 2SLGBTQIA+ Canadians feel safe, welcomed, and accepted.
- Being named one of Canada’s Top 100 Employers, recertified as a Caring Company by Imagine Canada and being inducted into the Hall of Fame of Canada’s Most Admired Corporate Cultures.
Earning national recognition for our efforts
- Receiving national recognition as an Excellence Awardee in three categories of the Insurance Business Canada Awards: Life & Health Insurer of the Year, Outstanding Customer Experience and Excellence in Diversity, Equity and Inclusion, in addition to being voted Atlantic Business Magazine’s Readers Choice for Best Health Insurer in Atlantic Canada for three consecutive years.
- Obtaining accreditation as a Rainbow Registered organization, a first for the Canadian insurance industry, for our work towards building a culture that ensures 2SLGBTQIA+ Canadians feel safe, welcomed, and accepted.
- Being named one of Canada’s Top 100 Employers, recertified as a Caring Company by Imagine Canada and being inducted into the Hall of Fame of Canada’s Most Admired Corporate Cultures.
As we begin a new year, we want to thank our partners ― benefit plan advisors, sponsors, administrators and members, service providers and employees ― for your confidence and trust in us! Together with our employees, you inspire us to deliver even more plan value for our clients in 2024 and we look forward to collaborating and innovating in the year ahead.
Shane has an extensive background in Group Benefits and strong track record in advancing growth objectives and developing leaders and product teams across Canada. He has held leadership positions in new market growth initiatives, business development, operational effectiveness and disability management. Shane is responsible for leading the development of innovative...