Welcoming new members

Spread the Love and Build Their Loyalty

Creating ID system for new members, such as highly visible yellow stickers on member cards
Training staff and doctors about the importance of new members and how to make them feel welcome
Making outreach calls for the new member's first appointment

What can your team do to welcome new members to KP?

scarrpm Thu, 12/29/2016 - 16:45

Read more about Spread the Love and Build Their Loyalty

Calling All Hands for kp.org Sign-Up Drives

Involving the entire team in the promotion to sign up members to kp.org
Posting signs at every location to encourage registration, and speaking with patients during appointments
Speaking directly with members to tout the benefits of kp.org

What can your team do to encourage patients and members to sign up on kp.org?

scarrpm Thu, 12/29/2016 - 10:59

Read more about Calling All Hands for kp.org Sign-Up Drives

Outreach Effort Makes New Members Feel Welcome

Making phone calls to help make appointments and answer questions
Creating a "road map" on how to navigate Kaiser Permanente and utilize services
Greeting new members when they come in and provide useful information

What can your team do to welcome new members? And what could your team do to leverage its members' unique strengths and knowledge?

Read more about Outreach Effort Makes New Members Feel Welcome

From the Desk of Henrietta: Ambassadors at Large tyra.l.ferlatte Mon, 09/19/2016 - 15:44

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Topics

Membership Growth

Hank

Summer 2014

Request Number

hank40_henrietta

Byline

Henrietta

Long Teaser

Henrietta, Hank's resident columnists, explains both the selfish and not-so-selfish reasons for being an ambassador for KP, at work and away from work. From the Summer 2014 issue.

Story body part 1

Today, maybe, you have a headache. Or your back hurts. Or you’ve come down with a case of the grumps and merely want to show up, do what you have to do, and roll on home at the appointed hour.

But you don’t.

Why? I suspect because in your heart of hearts, you know that every day, each of us is an ambassador for Kaiser Permanente—at work and away from work, too. And it’s important we represent the organization well.

On one level, this is self-serving: It helps ensure KP has a vibrant future and we continue to have the best jobs in health care.

On another level, it’s pretty cosmic. Given how big and well-known Kaiser Permanente has become, it’s easy to forget that our approach to health care upends U.S. norms. But as we succeed in delivering our brand of health care in this market, others take notice—and begin to adopt our methods. We have the power to revolutionize health care delivery for the benefit of everyone.

So it’s important that KP stay around, and we can do that only if we “grow membership”—by keeping the members we have and attracting new ones.

This issue of Hank explores how the Labor Management Partnership is helping to reach out and bring more members into the KP fold. It lays out how, at every level and layer of the organization, partnership motivates and enables people to step outside their traditional roles to act in ways that benefit us all.

Regardless of our particular job, we each have a part to play, every day, grumps or no grumps, in the work of helping Kaiser Permanente grow bigger and stronger. That means you. And that means me.

Communicator (reporters)

Tyra Ferlatte

Editor (if known, reporters)

Non-LMP

Only use image in listings (editors)

not listing only

Status

Released

Flash

07/23/2014 - 12:00

07/11/2014 - 12:00

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Hank Libs: Help KP Grow

Submitted by Beverly White on Tue, 07/15/2014 - 14:34

Tool Type

Format

Keywords

Topics

Hank

hank40_hanklibs

Break up a team meeting with a little fun with this Hank Lib, which features a few sentences about helping KP grow. From the Summer 2014 Hank.

Tyra Ferlatte

Tool landing page copy (reporters)

Hank Libs: Help KP Grow

Format:
PDF

Size:
8.5" x 11"

Intended audience:
Frontline workers, managers and physicians

Best used:
Use this Hank Lib, which features a few sentences about helping KP grow, to break up a team meeting with some fun.

Released

Tracking (editors)

04/16/2014 - 12:00

Tue, 07/15/2014 - 12:00

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Hank Summer 2014

Format: PDF

Size: 16 pages; print on 8½” x 11” paper (for full-size, print on 11" x 14" and trim to 9.5" x 11.5")

Intended audience: Frontline workers, managers and physicians

Best used: Download the PDF or read the issue online.

Stories

Read more about Hank Summer 2014

Growing Stronger Together

Submitted by Paul Cohen on Fri, 07/11/2014 - 16:15

Region

Keywords

Topics

Role

Hank

Request Number

sty_Growing Stronger Together_Hank 40

Long Teaser

Kaiser Permanente's Labor Management Partnership is unique not only as a model of workplace engagement but also as a strategy for market outreach and growth. Find out how it works in this cover story from the Summer 2014 Hank.

Communicator (reporters)

Non-LMP

Editor (if known, reporters)

Tyra Ferlatte

Photos & Artwork (reporters)

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Help People Make the Right Choice

Kaiser Permanente prides itself on its great staff, from clinicial to clerical to support. But the organization is only as good and as strong as its membership. And KP takes even greater pride in serving its members.

Here are some stories and tools to see how you and your team can help grow KP membership.

Status

Released

Tracking (editors)

Flash

07/23/2014 - 12:00

07/11/2014 - 12:00

Story content (editors)

Deck

Working with LMP is important for outreach and as strategy in the public sector

Byline

Paul Cohen and Jennifer Gladwell

Story body part 1

“I was almost devastated,” says Karen Cardosa, a grocery clerk in Albany, Oregon, “when UFCW told us they were no longer offering Kaiser Permanente as an insurance option.”

Cardosa and her family had been KP members for years through the union’s Local 555 Employers Health Trust. That changed in 2009 when a variety of issues resulted in KP losing the account, which covered many Local 555 members. The union continued to represent nearly 2,000 Kaiser Permanente pharmacy and radiology employees, who—as KP staff members—continued to have KP health care.

Today, it’s a new story. Thanks to a 36-month KP offering that was finalized in April, Kaiser Permanente is again an option for up to 15,000 UFCW members and dependents in the Northwest region who are covered by the health trust.

“Our work with LMP is probably some of the most important work done in Public Sector strategy in the last two years. Working with our union partners, we’ve been able to come to the table with customer solutions that meet everybody’s needs—including the unions that aren’t part of KP, who have tremendous influence in purchase decisions. We are unique in having a strong labor partnership in our own business, and we can speak that language.”
—Kate Kessler, a Member Sales and Service Administration director

“When I was hired four years ago, my manager told me my Number One job was to get UFCW back,” Ehren Cline, a KP Sales and Account manager. Cline, including Jeston Black, the region’s senior labor liaison, and other colleagues partnered with Dan Clay, president of Local 555, to do just that.

“KPNW brought us a package we couldn’t refuse,” Clay says. An affordable price, high quality, a new hospital, expanded clinics and a new billing system helped seal the deal.

Clay’s own union members pushed for the new commitment.

“I have not been to a union meeting in the last five years where someone didn’t ask, ‘When do we get to go back to Kaiser?’” Clay says.

But something else was also at play. Thanks to Labor Management Partnership, Kaiser Permanente enjoys a joint union-management approach to winning and keeping health plan members that is almost unheard elsewhere in this country.

Read on and learn how it all comes together.

How the LMP Growth Campaign Works

Growing Stronger Together: An Infographic

Click to enlarge.

Real Commitment, Real Results

Leaders of the local and international unions that belong to the Coalition of Kaiser Permanente unions take an active role in advocating for KP as the preferred health care provider when negotiating contracts or benefit programs with employers.

“We are big believers in Kaiser Permanente and its model of care,” says Steve Kreisberg, director of collective bargaining for AFSCME, whose affiliates include UNAC/UHCP in Southern California. “Our union members work at KP to provide great care and service, and they have a strong voice on the job through partnership. We have bargained to make Kaiser a part of the benefits offered in our non-KP contracts when feasible.”

Other outreach efforts, while building membership in less direct ways, have furthered KP and the unions’ shared social mission. For instance, SEIU Locals 49 and 503 in Oregon enrolled more than 2,300 eligible union members in KP through the state health care exchange and Medicaid. The union push accounted for a significant share of KP Northwest members so enrolled.

Such efforts are a unique benefit of partnership for KP, its unions and the public.

“Building new, productive relationships with our own unions as part of our sales and marketing efforts, in the marketplace, both enables Kaiser Permanente to grow and ensures more consumers have access to our world-class care,” says Wade Overgaard, the senior vice president of California Health Plan Operations.

The Proof? More Members.

Joint marketing efforts have produced impressive results. In the last two years, for example, LMP labor liaisons and Kaiser Permanente Sales and Account Management teams have:

Helped close sales with eight public sector accounts in California and the Northwest, bringing KP some 5,000 new health plan members. KP is the exclusive health care provider for three of the accounts.
Brought more than 12,000 new dental plan members KP in the Northwest—the largest membership jump ever for the dental plan—by winning exclusive coverage for home care workers represented by SEIU Local 503.
Helped save at-risk accounts of more than 65,000 members in the Mid-Atlantic States and California.
Reached more than 85,000 public sector employees, including teachers, police and firefighters in Baltimore and Washington, D.C., and other areas during open enrollment.

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