Becker’s Healthcare Podcast Lila Benayoun, Chief Operating Officer, MetroPlusHealth
Jun 21, 2025
Lila Benayoun discusses innovative strategies for enhancing healthcare in New York City. She emphasizes the use of predictive analytics and personalized outreach to improve member satisfaction. The conversation highlights the importance of addressing social determinants of health. Innovations in providing affordable yet quality healthcare are explored, along with the role of member feedback in shaping services. This approach fosters a holistic model, ensuring diverse communities receive tailored support.
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Innovating Care to Balance Cost and Quality
- Addressing social determinants of health and partnering with providers proactively manages utilization drivers.
- Incentive programs help keep members healthy, balancing cost with quality care.
Community-Centered Concierge Units
- MetroPlus Health created concierge units to deeply engage with members in their communities across NYC's five boroughs.
- They provide personalized support at community centers, respecting cultural sensitivities and language diversity.
Power of Net Promoter Score
- Net Promoter Score offers real-time feedback on member satisfaction via call center surveys.
- Analyzing NPS drivers helps target pain points and improve member service.