The EOB
The most important change is that the language speaks directly to the member and the design supports the member’s understanding of the information with dynamic bar graphs instead of static charts. In addition, using stratification data, each EOB will be personalized to contain condition-specific messaging. If a member has diabetes, he or she will receive messaging on the EOB specific to diabetes. As always, the member’s information is protected through privacy safeguards. Last, in order to develop a new EOB, we did comprehensive market intelligence research to make sure our EOB would be well received in the marketplace. Our research included a Trends and Best Practices Research study through Dalbar Healthcare Practices Division, a focus group of the new design, and an online survey of the new design.