Trusted with millions of the most important pieces of member communication

‘Tis the season to be cost effective and error-free

Spring, summer, fall and winter are the four seasons. But for anyone who works as a Medicare insurance provider, there’s a fifth season to contend with as well: Annual Notice of Change (ANOC) season. Required by the Center for Medicare and Medicaid Services (CMS), ANOCs are a crucial staple in helping insurers communicate with their members, outlining any plan changes for the year.

Multiple pressures including speed-to-market, zero-fault accuracy, CMS regulatory compliance and the need for significant ROI make this one of the most challenging exercises that insurers undertake all year.

This case study outlines how we helped one of our clients – the largest Medicare Advantage provider in their region – more effectively manage their ANOC process. The company integrates care delivery, member experience, proactive clinical outreach and clinical and consumer insights to encourage engagement, change behaviors and promote wellness. Their size and coverage area span several states, requiring support from a provider with the scale and scope of RRD Healthcare Solutions.

Rising to the challenge

While other healthcare companies use their ANOC mailings to include marketing collateral, this insurer treats ANOC mailings as a strict compliance exercise; the primary goal therefore is to accurately meet CMS deadlines and messaging requirements at the lowest possible cost. Through the years, the insurer had challenges and was unable to meet their specific needs – like missing key mailing windows that resulted in more expensive postal rates to satisfy CMS-mandated in-home dates.

We developed a comprehensive program for the insurer that proactively addresses every aspect of their process – from receipt of fully-composed PDF files to final delivery to the USPS® – in order to deliver accurate ANOCs on-time and on-budget. Our program capabilities include:

  • Translation into required alternate languages.
  • Book optimization through material suggestions, static cover art, elimination of outer envelopes and more.
  • Freight optimization through our extensive logistics platform to consolidate mail and get each piece closer to its final destination.
  • Piece-level reporting providing confidence that ANOCs are completed accurately, on-time and on-budget.

Year-in and year-out — delivering materials on‑time and on-budget

Seven ANOC seasons have passed with this insurer as an RRD Healthcare Solutions client. The insurer has increased volume with RRD Healthcare Solutions over the years from one million units to five million units produced at 10 RRD Healthcare Solutions facilities nationwide – including a 2.5 million unit increase in the most recent plan year. By demonstrating the depth of platform and deep experience in the healthcare industry, we continue to work with the client to improve their process and solve their challenges.


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