Developing the Information Infrastructure for Medicare Beneficiaries -- Copyright -- Acknowledgments -- Contents -- 1 Introduction -- POLICY CONTEXT FOR THE WORKSHOP -- 2 HCFA's Plan of Action -- WHAT HCFA WILL DO IN 1998 -- BUILDING A KNOWLEDGE BASE WITH BETTER INFORMATION DISSEMINATION -- RELYING ON THE COMMUNITY FOR ASSISTANCE -- 3 HCFA as a Successful Consumer Service Agency -- THE LESSONS OF MARKET EXPERIENCE -- CONSUMER ASSISTANCE ROLES -- Role of HCFA -- Roles of Other Participants -- Media -- Physicians -- Employers
Insurance Commissioners and Health DepartmentsAccreditation Organizations -- Patient Advocacy and Counseling Agencies -- Disease- and Disability-Oriented Groups -- Other Special Needs Populations -- IMPLEMENTATION -- 4 How to Reach Beneficiaries: Lessons from Private Industry -- HOW TO TARGET THE MEDICARE POPULATION -- Medicare Has a Heterogeneous Population -- Education and Marketing Should Be Done Together -- PARTNERING WITH EXPERT OUTSIDE GROUPS AND RESOURCES TO GET THE JOB DONE -- Relying on Traditional Medicare -- Cautions Concerning Private Plan Marketing
5 Role of Third Parties in the Information InfrastructureHOW CONSUMERS USE INFORMATION FOR DECISION MAKING -- What Affects the Level of Knowledge? -- Supporting the Decision-Making Process -- A Proposed Important First Step -- THE ROLE OF THE HICAP -- How to Best Provide Beneficiaries with This Information -- Liability Issues -- THE ROLE OF PROVIDERS: AN ISSUE OF TRUST -- THE FUTURE INFORMATION DISSEMINATION INFRASTRUCTURE -- Conditioning the Market -- 6 Best Practices and Models for an Open-Season Enrollment Process
STATE OF NORTH CAROLINA TEACHERS' AND STATE EMPLOYEES' COMPREHENSIVE MAJOR MEDICAL PLANLessons Learned -- FEDERAL EMPLOYEES' HEALTH BENEFITS PROGRAM -- Lessons Learned -- THE EFFECTIVE USE OF TECHNOLOGY: THE GENERAL ELECTRIC ANSWER CENTER AS A CASE STUDY -- Customer Requirements -- Call Center Requirements -- People -- Technology -- Inquiry Management Process -- 7 Special Needs Populations: Helping Those Most in Need of Assistance -- CHRONIC ILLNESS IN MANAGED CARE -- CHALLENGES FOR THE IMMIGRANT POPULATION -- Reaching the Immigrant Population
Alternative Methods of Reaching the Immigrant PopulationsHOW TO HELP COGNITIVELY IMPAIRED INDIVIDUALS MAKE INFORMED DECISIONS -- Decision Making by Cognitively Impaired Individuals -- 8 Implementation Issues -- ACCOUNTABILITY -- IMPLEMENTATION LESSONS FROM TENNCARE -- USE OF AN ADVISORY COUNCIL -- POLITICAL CONSIDERATIONS -- References -- A Workshop Agenda -- B Workshop Participants -- COMMITTEE MEMBERS -- SPEAKERS -- REGISTERED GUESTS -- IOM STAFF
