Should HCSC prioritize expanding its Medicare Advantage plan offerings or focus on enhancing existing plan benefits for current members?

Introduction

The trade-off we're examining today is whether HCSC should prioritize expanding its Medicare Advantage plan offerings or focus on enhancing existing plan benefits for current members. This decision is crucial for HCSC's growth strategy and member satisfaction in the competitive Medicare Advantage market. I'll analyze this trade-off by considering market dynamics, member needs, operational capabilities, and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Based on recent market trends, I'm thinking HCSC might be facing increased competition. Could you share how our market share has changed in the past year?

Why it matters: Helps determine if expansion or enhancement is more urgent Expected answer: Slight decline in market share Impact on approach: Would lean towards expansion if significant decline

• Considering our current member satisfaction scores, I'm assuming they're relatively stable. Can you confirm our Net Promoter Score for existing Medicare Advantage members?

Why it matters: Indicates whether enhancement should be prioritized Expected answer: NPS around 30-40 Impact on approach: Lower scores would prioritize enhancement

• Looking at our operational capacity, I'm thinking we might have constraints. What's our current ability to onboard new members versus improving existing plans?

Why it matters: Determines feasibility of expansion Expected answer: Moderate capacity for both Impact on approach: Limited capacity would favor enhancement

• Regarding our strategic priorities, I assume growth is a key focus. How does Medicare Advantage fit into our overall business strategy for the next 3-5 years?

Why it matters: Aligns decision with long-term goals Expected answer: High priority for growth Impact on approach: Strong growth focus would lean towards expansion

• Considering the regulatory environment, I'm thinking there might be upcoming changes. Are there any significant policy shifts on the horizon that could impact Medicare Advantage plans?

Why it matters: Influences timing and nature of changes Expected answer: Some potential changes in next 2 years Impact on approach: Imminent changes might favor quicker enhancements