2011 Xplor Conference Recap

Merrill Corp. receiving the 2011 Technology Innovation of the Year Award

Last week, Merrill Corp. had the honor of receiving the 2011 Technology Innovation of the Year Award at the Xplor Conference. Before we attended, we had written a short post about the announcement of Merrill receiving the award. However, we would be remiss if we didn't follow-up to share how impressive the entire conference was.

Some of you who follow the Merrill Corp. Twitter page (@merrillconnect) read some real-time thoughts and updates from the event in general. Obviously, the highlight was the award luncheon where we received the award with our partner InfoPrint, but just as enjoyable and fruitful was the ability to network and catch up with colleagues in the industry that we normally don't get to meet with face-to-face.

Additionally, the amount of education that was available in both the general and breakout sessions was excellent. Personally, I participated in a panel discussing the future of Automated Document Factories (ADF) and its links to CRM tools and other electronic media, but also attended others, including discussions of Meware, which could be the next generation of mobile techonogy; and the evolution of Hybrid Cloud Computing which could have a direct link to the regulatory compliance issues that the healthcare industry is dealing with..

Finally, Tampa offered a great atmosphere for the conference and was a great place to visit (especially with the weather we have had up north). Thank you to everyone who help make this award possible, and next time you visit the Merrill Corp. offices, be sure to check out our plaque. 

----

Robert Cook is Digital Print & Fulfillment Director for Merrill Corporation.

CMS's Recent Rulings

On June 4 of this year, the Center for Medicare and Medicaid Services (CMS) issued the third and final chapter of the Medicare Marketing Guidelines. Over the next couple weeks, we will be telling you more about these changes, who they affect and how those people are affected.

Some of the more interesting and notable changes include requirements for plan sponsors with non-English speaking populations and populations with special needs. For example, a new ruling states that ID cards for Medicare Beneficiaries are excluded from translation requirements and only need to be produced in English. Additionally, the new guidelines state:

“Plan sponsors must make their marketing materials available in any language that is the primary language of more than ten percent of a plan sponsor’s service area. Additionally, plan sponsors must place translated versions of these materials on the plan’s website. Also, all plan sponsors’ call centers must be able to accommodate non-English speaking/reading beneficiaries. Plan sponsors must have appropriate interpreter services available to call center personnel to answer questions from non-English speaking beneficiaries.”

The role of social networking has been in constant debate regarding healthcare and pharma companies recently with regards to how companies can use sites like Facebook, LinkedIn and Twitter to market their products. Now, CMS will allow plan sponsors to market their products via social networking websites, but CMS will carefully monitor use of social networking sites to inform potential future revisions to this policy.

Insurance Provider Shows the Way: Simple TIPS for Getting Started on Twitter

An industry leading insurance provider recently launched out into the Twitter world with their (here’s an article with more information: from the Cleveland Plain Dealer).

It’s inspiring to see Healthcare providers taking this step to better address customers needs, first by listening to what they are saying and then by responding and providing a gateway to answers, wherever those customers are seeking help.

Everyday people ask for advice on how to use Twitter - and sometimes even why they should bother.

The Why is easy:

• Twitter is a viable business information, interaction and customer service micro-blogging tool.
• You can gain access to a tremendous amount of information on Twitter.
• More and more companies will offer the Twitter option for Customer Service.

If that's not enough, some experts say there probably will come a time when a Twitter address is as common as email.

As with anything, getting started is hard.

Here are some tips that may help:

• Listen to the conversations that are taking place. Use keyword search (#yourname here) to identify what’s being said.
• Don't expect too much too soon. It takes time. And you will often hear from those with problems moreso than those that like what you do.
• Use the search tool to find topics of interest to you and people that follow you.
• Say something of interest ... join the conversation.
• Tell people you are on Twitter ... add it to your signature line on email.
• Stick with it. 

Twitter is a simple tool that enables better communication on all sorts of topics. It’s also your chance to better serve customers.

------------------------------------------------------------------------------------------------- 

Pam Argeris is a thought leader in the Healthcare Industry and possesses extensive, hands-on experience with CMS compliance, and multiple regulatory bodies such as NCQA, JACHO, and DOI. In her role at Merrill Corp., Pam focuses on developing solutions for compliance and quality assurance, delivered in a cost effective manner to improve beneficiary and prospect communications. You can contact Pam at Pamela.Argeris@merrillcorp.com.