This document outlines 10 universal truths of healthcare member engagement that experts at Revel believe will not change, even as healthcare rapidly changes. The truths include: 1) Healthcare experiences must be humanized; 2) Engagement must be built through trust before making asks; 3) Emotion is key to human connection over just facts and benefits; 4) Personalization is needed for effective engagement; 5) Data-driven culture with integrated departments is required; 6) Objectives should be based on business goals not just star ratings; 7) Rewards become stale so loyalty requires constant attention; 8) Engagement strategies will fail without integration; 9) The focus should be on wellness not just illness; and 10) An effective health engagement platform

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2. "The only thing that is constant is change."—Heraclitus
10 UNIVERSAL TRUTHS
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3. INTRODUCTION:
Healthcare is rapidly changing, yet as we develop strategies for
health engagement in 2018 and beyond, the experts at Revel want
you to know that…
there are certain things that WON’T change.
Learn the basic tenets driving healthcare member engagement that
you need to incorporate into your health engagement strategy
today.
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4. >>The Healthcare Experience Has to be Humanized
UNIVERSAL TRUTH #1
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5. Are your interactions humanized or is a robot
controlling the member/patient engine?
• We have to ensure that our interactions are humanized. Improving the member
experience and higher Star Ratings will only occur after trust is established.
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6. UNIVERSAL TRUTH #2
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>>You Must Engage First, Before You Can Ask

7. Are you going for the ask too soon, or are you
building trust first?
• Understanding when you’ve earned the right to influence your audience is key to stronger
engagement.
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8. UNIVERSAL TRUTH #3
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>>Emotion is the True Key to a Human Connection

9. Is your messaging full of facts and
benefits, or are you using emotion to
create more human connections?
• We need to go deeper and connect with members’ unspoken needs – like a
sense of belonging, security and well-being – to make a truly human connection.
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10. UNIVERSAL TRUTH #4:
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>>People Only Respond to Truly Personalized Engagement

11. Are your engagement methods really
personalized or are you sending
messages that only map to online
behavior?• Healthcare engagement needs to incorporate the same kind of personalization
techniques found in retail experiences.
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12. UNIVERSAL TRUTH #5:
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>> Executives Must Commit to a Data Driven Culture

13. Are your departments protecting their
data in silos or have you committed to a
data driven culture?
• Healthcare engagement needs to incorporate the same kind of personalization
techniques found in retail experiences.
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14. UNIVERSAL TRUTH #6:
14>>Objectives Need to be Based on Business Goals, Not Star Ratings

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Is your team focused on overall business goals
or have they started chasing Star Ratings?
• Star Ratings are the end result of strong engagement based on SMART
objectives.

16. UNIVERSAL TRUTH #7:
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>>Rewards Become Stale and Loyalty is Not Static

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Are you rewarding behavior that will lead to
achieving business goals, or are you wasting your
incentives?
• Incentives and other rewards should be designed to create new behaviors, not
support existing ones. Review your SMART business objectives and design
rewards based on the KPIs you need to achieve those goals.

18. UNIVERSAL TRUTH #8:
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>>Without Integration Your Engagement Strategies Will Fail

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Are your engagement programs integrated or
are departments reaching out in independent
efforts?
• Integrated data shared between departments and engagement programs
helps programs avoid not just over-contact, but a scrambled, unsynchronized
mess of disorganized, unrelated member touchpoints.

20. UNIVERSAL TRUTH #9:
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>>The Focus Should be on Wellness, Not on Illness

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Is your overall health engagement strategy
focused on wellness or are you still mainly trying
to reduce costs during illness?
• Using data to determine how best to influence preventive health action and
incenting people to act in their own best interests doesn’t just save money. It
creates healthier humans.

22. UNIVERSAL TRUTH #10:
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>>You Must Have the Right Health Engagement Platform

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Can your health engagement platform handle
the 10 Universal Truths of Healthcare
Engagement?
• Health engagement platforms have to be robust to support synchronized
multichannel, multimodal programs. And they need to be flexible enough to
evolve with transformations in healthcare – amount your member and patient
populations.
• Most importantly, they have to be able to handle the universal
requirements of our changing industry.

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Download the full
eBook & find
more health
engagement
eBooks and
Guides
www.revel-health.com/resources

25. About Revel
Revel is a bold healthcare company that is rethinking and reinvesting health engagement and
making it better through its industry leading platform, Revel Connect. We continuously find new
ways to improve healthcare member and patient experiences, drive better health outcomes, and
redefine what’s possible.

26. 26revel-health.com | go@revel-health.com | 612-235-2113
Ready. Set. Rev.