I usually don’t focus a blog post on a specific training topic, but this one seems so timely and beneficial to the company who provides it and the employees who learn it, that I couldn’t resist. I’m currently developing training for a client's employees on selecting the right company health plan.
This client goes to great lengths to support their employees and their families and helping employees select the right health plan is no exception. With this training, the client hopes to:
- Increase employee understanding of healthcare changes which translates into employee satisfaction
- Encourage the well-being of their employees, and
- Increase healthcare consumerism (encouraging employees to be more involved in their own healthcare decisions).
The client is moving from a traditional plan (with a co-pay system) to a Consumer-Driven Health Plan (a high-deductible plan with a health savings account). The change is quite substantial and the client wants to ensure employees understand the changes.
The challenge: What should be included in the training, and how best to present it? We don’t just want to list each plan’s details (i.e., premium, deductible, coinsurance, etc.). And we don’t want each employee to have to sit through content not relevant to them, such as employee-only coverage when they need family coverage.
The result: Three key learning points
1. Coverage Level Plan Details: The employee begins by selecting their coverage level and then learns how each element of their selected coverage compares across plan options.
- How much of the physical on 1/15/15 will you be responsible for paying?
- If you paid the entire year’s medical costs using HSA funds, how much would be left in your HSA account?
- During which medical service would your coinsurance of 20% kick in?
They know this information from a general standpoint from the plan details presented earlier, but now they feel the money coming out of their pocket.
3. Expectations and Risk: Lastly, we ask employees to think about the care they expect to experience and their risk tolerance. They are linked to resources where they can look up last year’s claims to compare similar medical needs on the new plan, and then provide additional food for thought when it comes to their comfort level with risk (i.e., If you go to the doctor less often, you might decide to go for the less expensive plan; but be aware that your financial risk is higher on that plan should you end up needing more care… and here’s the exact amount that you’re risking). We don’t steer the employee to one plan or the other, just provide avenues of thought to help with the decision-making process.
Then we check their pulse again: Which plan are they leaning towards now? If they are confident in their plan selection, great. If not, we ask them to write down the steps they plan to take after this course is complete to help them with the decision (i.e., review past claims in the client-provided tool and then enter that information into the plan comparison tool.)
Once the course is complete, at the very high end of the success spectrum the employee has decided which plan to select, and at the very lowest, the employee is empowered to make the right decision.
Talk about purposeful interaction! When courses are developed from the perspective of what you want the learner to do and, where applicable, feel, the sky is the limit on the spectrum of success.