Star Ratings Take Aim at Member Experience in ‘Huge’ Shift

CMS, building on its multi-year theme of emphasizing member experience within Medicare Advantage (MA), is increasing the weight of member experience measures beginning with the 2021 star ratings. By the 2023 star ratings, member experience will represent nearly one-third of plans’ overall star ratings, potentially leading to a significant reshuffling of MA plans achieving bonuses, analysts say.

Given the COVID-19 pandemic and these changes, which take place within the pandemic’s confines, plans may need to scramble to adjust, the analysts say.

© 2022 MMIT
Lauren Flynn Kelly

Lauren Flynn Kelly Managing Editor, Radar on Medicare Advantage

Lauren has been covering health business issues, including drug benefits and specialty pharmacy, for more than a decade. She served as editor of Drug Benefit News (the predecessor to Radar on Drug Benefits) from 2004 to 2005 and again from 2011 to 2016, and now manages Radar on Medicare Advantage. Lauren graduated from Vassar College with a B.A. in English.

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