RBP Communication Strategy
- 1Pre-enrollment education: Explain RBP at open enrollment — what it is, how it works, and what to do if you receive a balance bill
- 2Pre-service communication: Remind members before scheduled procedures that RBP applies
- 3Balance bill response protocol: Provide members with a clear process for responding to balance bills
- 4Advocacy team access: Ensure members can easily reach the advocacy team by phone, email, and app
- 5Resolution communication: Keep members informed of balance bill resolution progress
- 6Post-resolution follow-up: Confirm with members that balance bills are fully resolved
Pre-Service Communication
Pre-service communication is critical for managing the balance billing experience. Before a scheduled procedure, contact the member to: (1) explain that the provider may not accept RBP rates; (2) explain the balance billing process and what to do if they receive a balance bill; (3) provide the advocacy team's contact information; and (4) offer to contact the provider in advance to negotiate acceptance of RBP rates.
Member Satisfaction
IQ Insight
Member satisfaction with RBP depends heavily on how balance billing disputes are handled. Members who receive a balance bill and cannot reach the advocacy team — or whose balance bill is not resolved — are deeply dissatisfied. Members who receive a balance bill, contact the advocacy team, and have the bill resolved quickly are often satisfied with the program. The advocacy team's responsiveness and effectiveness are the key drivers of member satisfaction.