INSURANCE FOR ‘SURANCE. WHITE PAPER:
Health New England

Massachusetts-based health insurer Health New England (HNE) wanted to build membership in the midst of stiff competition, including four of the top 15 health plans in the country. They were also challenged by being the smallest among their competitors and not having a national network. Nevertheless, they had a very loyal following in Western Massachusetts. They asked us to help them figure out why and find the best approach for growing the brand. Our research data said employers and patients had strong relationships with Health New England and that it was viewed as an integral part of the local community. That led us to focus them around delivering a personal and accountable customer experience. HNE gave employees a guide for building this experience internally and with customers by having employees ask three questions:

  • Am I acting like someone I would trust?
  • Am I talking like a real person?
  • Am I preventing problems rather than just solving them?

At the same time, Health New England’s top executives have redefined successful leadership as “helping employees to be personal and accountable” and the CEO considers brand to be one of the three tools to manage the organization along with profitability and growth.

  • HNE earns multi-year “Excellent” accreditation rating from the National Committee for Quality Assurance (NCQA).
  • Ranked 11th among 478 private health plans nationwide based on clinical performance, member satisfaction and NCQA Accreditation.
  • Recipient of the Massachusetts Chamber of Commerce Employer of Choice Award for developing a culture for transforming and rewarding employee performance.

Health New England’s Bragging Rights: Solidly profitable with greater than 90% customer retention since the brand work. Check out the details below.

Health New England Profitability Chart
+

Schweitzer Mountain Resort

+

FRED HUTCH

Work | Fred Hutch
+

Bellevue Towers

Work | Bellevue Towers
+

VMRD: Veterinary Medical Research & Development

Work | VMRD
+

FOOD LIFELINE

Work | Food Lifeline
+

WASHINGTON STATE
TOURISM

Work | Washington State Tourism
+

Coast Hotels

Work | Coast Hotels
+

AVANADE

Work | Avanade
+

Washington State Wine

Work | The Recommendeuer
+

Fred Hutch Obliteride

Work | Obliteride
+

Ryan Swanson

Work | Ryan Swanson
+

Bing Branded Environment

Work | Bing
+

SNOQUALMIE CASINO

Work | Snoqualmie Casino
+

Visit Bellevue

Work | Bellevue
+

Washington State Wine

Work | Washington State Wine
+

SCCA Proton Therapy Center

+

PAWS

Work | PAWS
+

Washington State Tourism

Work | WA State Tourism
+

Microsoft Production Studios

Work | Microsoft Production Studios
+

Microsoft Connector

Work | Microsoft Connector
+

Boomtown

Work | Boomtown
+

WHITE PAPER:
Mayo Clinic

Work | Mayo Clinic
+

BRANDIDEXTROUS

+

Oakpointe Communities

+

FRED HUTCH
GALA VIDEO 2012

Work | Fred Hutch
+

KCTS9

Work | KCTS9
+

WHITE PAPER:
Milliman

Work | Milliman Healthcare
+

WHITE PAPER:
SEATTLE PUBLIC UTILITIES

Work | Seattle Public Utilities
+

MICROSOFT IT TECH LINK

Work | Microsoft Tech Link
+

Suncliff

+

WHITE PAPER:
GROUP HEALTH

Work | Group Health