Healthcare

Our Approach
Solutions
Experience

Industry Focus: Healthcare

For more effective member communications and a healthier bottom line, count on Diamond.

To succeed in a highly regulated and competitive environment, healthcare organizations must leverage every communication touchpoint to inform and educate their members clearly, accurately, and cost-effectively while still complying with all regulatory obligations.

Diamond understands the unique communication needs of healthcare providers, and we know that managing your per-member per-month (PMPM) costs is critical to your profitability. So we develop strategic, personalized communications that help our clients reduce their PMPM costs while improving member satisfaction, resulting in higher member retention.

Diamond provides complete turnkey, data-driven solutions in a highly secure, HIPAA-compliant environment. We create and update our clients’ documents from design through production and mail or e-mail deployment, analyzing all communications to develop sound recommendations for future improvement.

Working with the Diamond team allows you to “lease” the best people and solutions in healthcare communications—without the high cost of ownership. Navigate these tabs or contact us to learn more about our healthcare solutions and healthcare experience to see how Diamond can help you.

Diamond Healthcare Solutions

Diamond functions as an extension of your internal team to develop solutions that meet your goals, increase member retention, and reduce your per-member per-month (PMPM) costs. Working closely with our clients, we have developed successful communications programs—mail and electronic—that are highly personalized and relevant to each individual member. Diamond healthcare solutions include:

Explanation of Benefits (EOB)

Diamond works with our clients to develop a member-friendly EOB document, in printed or electronic format, that meets all regulatory requirements, reduces incoming calls, and improves member retention. Our in-house team of programmers has the experience to handle all widely used core processor data, as well as home-grown software solutions. We realize that most EOBs are a combination of multiple unique input files, and we have the flexibility to customize your documents from variable data sources. We can also help increase the value of your EOB by communicating relevant information through member demographics and increasing health awareness through the use of color or selective inserting.

Electronic EOBs: Diamond can deliver electronic member EOB through our secure e-mail process. We add the same member-specific information as we do in print, communicating health awareness or condition-specific facts. Interactive and digital elements, such as embedded video flash with your e-mail notices, can be added to your member EOB.

Archival Services: Based on HIPAA, DOI, and CMS regulations, archival services are necessary for compliance. Your team will have access to an exact replica of every EOB document, allowing you to retrieve the information required for audits or member inquiries. Your team will have 24/7 access to every EOB document created at our facilities for up to 10 years.

Package Integrity: We ensure that 100% of documents carrying personal health information match page to page through a combination of quality control checks and camera verification inserting.

Turnaround Commitment: Paper EOBs are printed and mailed within 12 to 96 hours after file receipt, based on a mutually agreed-upon service level agreement (SLA).

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Checks

Diamond provides MICR printing and fulfillment services for members, providers, and pharmacies. Our facilities are both HIPAA and PCI compliant, and we have obtained SOC 2 certification. We utilize both cut-sheet and roll technology to fulfill the wide variety of remittance check formats in the healthcare market. In addition to our standard quality control processes, checks are scanned by a MICR verifier that is set according to ANSI specifications, which reads each character on the MICR line for signal strength and correct positioning.

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Medicare/Medicaid Communications

As the largest healthcare organization in the U.S., the Centers for Medicare & Medicaid Services (CMS) has unique requirements for its member communications. DMS has produced documents for CMS for many years, and we understand the strict approval process and unique needs involved, from document approval to the need to archive all documents for 10 years. Our team members have the experience and professionalism to help you manage this process.

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Certificate of Coverage (COC)

These post-enrollment documents are the legal documents that represent the contract between you and your members. The information contained in these documents can be overwhelming, but the accuracy of the content is mandatory. After the member ID card, these are usually the next items that a new member receives, and they go a long way towards developing member retention.

Diamond understands that every member touchpoint must be pertinent and help build member loyalty. Our goal is to provide our clients with cost-effective documents that contain accurate plan and health awareness information, delivering them in each member’s preferred media (electronic or hard copy). Our experienced staff can help you transition from multiple preprinted documents to a completely dynamic book that can be delivered to your members.

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Enrollment Kits

These kits are your opportunity to reinforce the value of your organization and the benefits of your health plan. We support all types of enrollment materials, including traditional pre-printed kits, a combination of pre-printed materials and group-specific variable information, and completely personalized dynamic booklets.

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Welcome Kits

New relationships are challenging, especially with a health plan where new members have a fear of the unknown. The welcome kit is your vehicle to simplify this complex agreement—the more questions you can answer up front, the fewer calls your call center will receive, reducing your PMPM costs. Diamond creates member-specific welcome kits utilizing full digital color at a very competitive price. There are multiple finishing options and sizes, and we can produce card/kit combinations as well. Personalization in your kit allows you to make a great first impression and begin building member loyalty.

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ID Cards

cards Diamond offers ultra-graphic PVC magnetic stripe ID cards, thin plastic cards, or paper cards. All can be produced and inserted into a traditional #10 window envelope.

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Letters

Diamond gives our clients the ability to send several different letters, with varying specifications, in a single production cycle. Completed as one larger run, this reduces production costs while still providing an audit trail and reporting for each letter. Examples of letters that Diamond produces for our healthcare clients include:

Denial letters
Transition letters
Medical therapy letters
Physician letters

Pharmacy communications
Medicare updates
Medicaid updates
Plan changes

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Condition-specific/Disease Management/Wellness Communications

As all healthcare organizations work to reduce PMPM costs, adherence to daily routines by your members is necessary to avoid costly hospital visits. Education, guidance, and case management engage members in their own care, reducing its total cost of their care. Diamond can personalize your communications based on member demographics and conditions, letting you combine several initiatives and track results. This allows you to determine which specific conditions benefit most from each communication. In addition, adding color can highlight important messaging within your communications so that they get noticed and acted upon by your members.

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Wellness Programs

Diamond works with our clients to develop programs that educate and motivate your members and their families to adopt better habits, leading to healthier lives. With the use of full digital color, typical programs have a high long-term ROI since members who are engaged in wellness programs have lower healthcare costs. Diamond can design and implement a wellness program, delivered in both digital and traditional media, that will increase program participation, and it will be complemented by post-audit tracking of member retention and total cost of care.

Diamond delivers healthy advantages to our clients:

Accuracy: At Diamond, 99% correct equals 100% wrong. That’s why we ensure that all documents carrying personal health information match page to page through a combination of quality control checks and camera verification inserting.
Speed and Efficiency: We work with many core processors and home-grown solutions and can transition your existing program to one of our facilities quickly and efficiently. We are also familiar with all of the legislative mandates imposed on the industry and will ensure that your members receive their materials in the timeframe required.
Data Handling Expertise: Your member data is safe in our hands. We are compliant with HIPAA and PCI Standard V1.2 and our e-Delivery of the EOB module is compliant with SOC2. This means that we are held to the highest data security standards available today. With more than 25 full-time programmers on staff, we create custom programs in an environment that enables your critical member programs to run flawlessly.
Web-Enabled Project Management: Our proprietary web portal, DiamondView™, provides DMS clients with secure, 24/7 access to real-time information about their projects, including project status, inventory availability, mail tracking, postage status, and project history. This password-protected project management tool allows both your team and ours to easily manage access and exchange key information.
Smart Marketing: We will help you leverage every touchpoint by targeting messages to specific members, allowing you to educate, cross-sell, and retain your members. By developing relevant and personalized communications, we can help you stay top of mind and maximize your member satisfaction and retention.
Data Security: Information is your most valuable and critical asset, and the processing of your data in a timely, accurate, and secure manner is essential to achieving your business objectives and building member relationships. Data stored and located on our computers and in hard media is protected at a level that complies with both the specific information needs of our clients and all government privacy regulations.

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Diamond Healthcare Experience

Diamond has more than 20 years of experience in providing critical business communications solutions for clients in the healthcare industry nationwide. Our custom solutions are helping our healthcare clients leverage every member touchpoint to deliver targeted, relevant messages that increase retention and reduce per-member per-month (PMPM) costs.