WellCare provides managed-care health plans primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug plans for more than 4.4 million members across the country. WellCare Health Plans, Inc. is the holding company for several subsidiaries, including WellCare, Staywell, HealthEase, Harmony, and 'Ohana.
Challenge: Each year new members flood the company's customer service and member care call centers with questions about their plans. Though the answers to almost all questions can be found in their printed handbooks, they prefer the immediacy and personal touch provided by the customer care specialists.
Solution: Working in conjunction with WellCare Marketing and Member Loyalty & Retention teams, I wrote, designed and produced this interactive video that is generated as a dynamic and personalized presentation for each new member. The video walks the member through important details of their plan like cost-sharing & deductibles, PCP name and address, member portal signup and a benefits overview.
This short, personalized and interactive video-based "welcome" and onboarding presentation delivered immediate ROI by substantially decreasing call center activity and reducing "rapid disenrollment" or premature cancellation. The easily understandable overview answers basic questions and acts as a quick, accessible and shareable reference for members, their families and caregivers.
Creative Direction | Research | Content Strategy | Script & Copy + Design | Production