Microsoft Scenario Library Healthcare Payor – Personalize member education materials

Available with: Microsoft 365 Copilot Chat

Healthcare scenario: Payor – Personalize member education materials

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Scenario

Use Copilot to personalize member education materials

Copilot Chat enables healthcare organizations to rapidly create, refine, and share tailored educational materials for members, improving onboarding, satisfaction, and understanding while reducing manual effort and support burden.

1. Research market trends

A marketing specialist prompts Copilot Chat to summarize recent market trends, public reviews, and best practices about new member onboarding. This quickly surfaces the most relevant questions and concerns to better ensure educational materials will address real needs.

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Sample prompt: “Source recent web articles and reviews about virtual healthcare and benefits onboarding.”

To get help analyzing the summarized communications and highlight any recurring topics, concerns, and FAQs. Copilot Chat helps pinpoint the most common areas of confusion or interest, making it easier to determine where to focus educational efforts.

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Sample prompt: “What are the top five issues and themes, according to online sources?”

Using the identified topics, the marketer asks Copilot Chat for assistance creating a simple, easy-to-understand FAQ or educational guide. It can help enable rapid creation of clear, accessible materials that directly answer member questions, improving onboarding and reducing support requests.

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Sample prompt: “Draft a simple FAQ for new members about accessing the benefits portal.”

To ensure educational materials are personalized and easy to understand, the specialist requests Copilot Chat to clarify language, personalize examples, translate into a new language, or adjust tone for specific member segments (e.g., seniors, families, chronic care patients).

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Sample prompt: “Rewrite the FAQ to be friendly and accessible for senior members.”

Finally, the marketer uses Copilot Chat to draft an email sharing the new educational materials with members. This streamlines distribution and feedback collection, supporting continuous improvement of educational resources and boosting member satisfaction.

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Sample prompt: “Draft an email to new members introducing the virtual care FAQ.”

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help improve product time to market

The time spent on drug research and trials. Reducing time to market can reduce costs and accelerate revenues.
Boost productivity
  • Rapidly find information
  • Diagnose problems faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

How Copilot can help to reduce claims processing time

This KPI measures the average time to process a claim and can impact patient satisfaction.
Respond to a claim
  • Create richer, faster responses to claims
  • Have Copilot assist with drafting and summarizing emails
  • Simplify finding information for claims responses

How Copilot can help to reduce wait times

This measures the average time a patient waits before receiving care. It’s calculated by dividing the total wait time by the number of patients.
Reduce waiting
  • Address more queries in less time
  • Personalize solutions
  • Improve staff availability based on automated capacity-based scheduling
  • Diagnose problems faster

How Copilot can help to reduce readmission rates

This measures the percentage of patients who are readmitted to the hospital within a specific time frame after being discharged.
Reduce churn
  • Address more queries in less time
  • Personalize solutions
  • Improve staff availability based on automated capacity-based scheduling
  • Diagnose problems faster

How can Copilot improve patient retention

This KPI measures the percentage of patients who return to the same healthcare facility for future care.
Reduce churn
  • Address more queries in less time
  • Personalize solutions
  • Improve staff availability based on automated capacity-based scheduling
  • Diagnose problems faster

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.