Client Story
Reducing voluntary disenrollment of patients: Analytics plugs revenue leakage
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Business Problem
Our customer is a US-based healthcare organization. They are facing a high rate of voluntary disenrollment of patients, leading to a loss of revenue. The revenue leakage due to disenrollment is a concern as this has woefully reduced the projected revenue. The healthcare provider needs to identify the reasons for disenrollment and a suitable remedy to retain patients.
Data Solution
DataTheta supported the customer to gather all voluntary disenrollment details from each patient across all the centers and store them in Excel spreadsheets locally. The coordinator also populates the historical touchpoints, and health interventions made with the patients. We created a segregation mechanism (service reckoner) on optimal vs suboptimal care at various patient groups. Suboptimal service delivery was the root cause for 41% of the disenrollment, while the other reasons are on location, cost, and personal preferences. A proactive monitoring dashboard was created that assimilates various signals from the patients, primarily on outcome and service delivery satisfaction. By updating this data every day and analyzing it through interactive dashboards, the center manager can preemptively fix the issues that reduced the disenrollment rate and track the effectiveness of their service delivery.
Implementation
To implement this solution, the organization first collects voluntary disenrollment details from different centers and stores them in Excel spreadsheets. DataTheta created a cron service to automatically ingest the data to the central data warehouse. We used SQL methodically to manipulate and categorize the data. The manipulated data is stored in the atomic tables. Finally, the Power BI services were created to deliver business information interactive dashboards that display real-time insights, including disenrollment rates and trends, disenrollment reasons, and potential solutions. To categorize disenrollment reasons, we used wildcards in SQL to search for common phrases in the disenrollment details. Categories such as cost, quality of care, or access to care, are mapped to each disenrollment reason. Based on these categories, the care center manager can identify trends and prioritize solutions. For example, if cost is a major issue, the manager may consider offering discounts or payment plans. If the quality of care is an issue, he may focus on improving staff training or communication with patients.
KPI
Disenrollment rate
Duration of Project
12 Weeks
Business Group
Service Operations
End user
Care center manager
Tools Used
Value Creation
DataTheta formulated a data-driven methodology to abate voluntary disenrollment by identifying important reasons for disenrollment and developing targeted solutions to retain patients. This intervention led to reduced disenrollment rates and increased revenue for the organization. Additionally, real-time insights through interactive dashboards can help the organization make data-driven decisions and continuously improve its patient retention strategies.
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