Connecting with Members 

It is impossible to acknowledge the impact of those numbers without recognizing the engagement of our members, themselves. The success we celebrated in Kingston signals that Belong Health members— all of whom have complex needs or are from underserved communities— are regularly connecting with their providers. 

They are seeing their PCP’s for their annual preventative wellness visits. They are trusting in the guidance of their Belong Health care management teams. 

They are learning how to self-advocate, and they are taking real ownership of their needs and care because, maybe for the first time in a medical setting, they are finally feeling heard, seen, understood, and valued. 

When I’m not working or socializing, I’m reading. Often, I read business books and works like “Delivering Happiness” resonate. It is the story of Zappos, an online retailer, and the book details the impact of the customer service model on sales, retention and business performance. Happier employees, especially with a focus on customer service, lead to happy customers. It is no surprise to me that our members are engaged in their care. Our employees are empowered and engaged to solve problems, deeply connect with our members, and deploy creative solutions to our member’s care plans in interdisciplinary care teams.  

Can you see why this work is so exciting for an extrovert like me? 

In a short time, Belong Health has achieved trusted engagement with the very same people and groups healthcare has too often discarded. People who are incorrectly assumed to lack phones or other technology. People who are written off as transient or “difficult” or “unresponsive.”  This past year proved, yes, they’re responding. Perhaps because they recognize us as part of the community they know and trust. 

Maybe that’s why our welcome call engagement rate is 75%. Yet another number to celebrate.  

Valuing Members  

Remarkably, our success stories of 2022 include a medical loss ratio (MLR) of under 80%. That feat is especially significant given Belong Health’s unique focus on communities traditionally considered high utilizers of medical care.  

Through engagement with Belong Health, those same communities are receiving exactly the care they need when they need it, without waste — and without unnecessary repeat visits to specialists when a primary care provider (PCP) will do. 

Personally, I think much of this unique interpersonal success is due to our commitment to whole-person care — our recognition that each member isn’t just a collection of data points but is impacted by all manner of community, culture, habits, hopes, and fears. It’s in exploring those more personal spaces— in getting to know our members on a deeply human level— where Belong Health regularly dives beyond the interests of ‘traditional’ health plans.  

We don’t schedule someone for a doctor’s office appointment without also understanding the intangible drivers that have made that appointment necessary. We pose questions such as, how much of your income goes to your rent? How safe do you feel at home? Do you have access to food? 

For us, this work is never just a matter of asking how are you? It’s about thoroughly answering the question of who are you? as well. 

Our Footprint 

Recently our Chief Revenue Officer, Gen Gillespie, casually observed Belong Health’s “footprint is bigger than our foot.” That couldn’t be more true. 

In a short time, our work has reached countless communities and spaces to change lives forever. Our care management teams — and, indeed, our whole organization — has truly made it our business to respect the dignity, agency, and health of every person we meet. That’s a privilege I cherish every day. 

Even though my own role at Belong Health doesn’t put me in contact with every member, and even though I’m not on the ground offering medical expertise, this is an environment that can’t help but keep my spirits full. A place where I can truly see how my own work tangibly impacts someone’s health and happiness. Where I can match the energy and compassion of our frontline staff with that of my own, and in my own way. Where I can connect brilliant, compassionate people, watch them spark, and maybe even change lives in the process. 

For an extrovert like me — what could be better? 

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Congratulations to all the Belong Health team on an incredible 2022! And congratulations to the following Belong Health staff who received special recognition at our Kingston, NY retreat! 

Isabel Hayes, Ben Frauhiger, Kristen Soto, Michele Quintana, Boris Kaplunovsky, Jose Ramirez,  Diana Sauri, Tracy Posniak, Caroline Ririe, Erica Wolfgram, and Stacy Ann Bailey.