ServiceCenter @ health insurance
Work together with BKK VBU on the ServiceCenter of the future: What can a ServiceCenter concept look like that combines the digital and physical worlds and rethinks health insurance services? Develop innovative concepts so that BKK VBU can optimally design the contact interfaces to its customers and continue to improve the lives of many people.
In our free and interactive Design Thinking Workshop on the 18th of February we will help you to innovate your idea and will connect you with other participants -register here.
✅ Completed 🏁 Winner Congrats to EHM Innovation, Janine Kerner and Eira on winning the Challenge!
🏆 Prize Bonus of 5,000 € + presentation of the solutions in the annual report of BKK VBU + inclusion in various formats such as BKK innovative or health forums + chance for an internship or employment as a working student at BKK VBU and the chance to implement your solution together!
General Information
Health has never been as important as it is today - both in terms of the overall economy and individually. Health is a megatrend, and health-related issues permeate all areas of everyday life: what we eat, what we consume, and how we work. For most people, health means feeling good and fit. Women and men alike define health as a balance of body, mind, and soul. Health - as even the so-called silver agers realize - is much more than not being ill.
Health will decisively shape our lifestyle in the coming years, and digital tools will become the norm in this area as well. Although the German healthcare system is still in the early stages in terms of digitization, health insurance companies already offer a range of digital services, particularly in the administrative sector, for example via an app that allows invoices, reimbursements, or certificates of incapacity to work to be submitted digitally.
From 2021, digitization will receive a major boost; at the start of the year with the electronic patient file (ePA), which will initially operate in a rudimentary version, but will soon be a complete digital file storage system in which findings, vaccination status, or emergency data are stored. Prescriptions will be available via an app from mid-2021. With the ePA, for example, the patient will no longer have to explain himself/herself anew at every visit to the doctor. At the same time, comprehensive e-health structures will open up the opportunity to contain healthcare costs and increase transparency. In general, digitization is pursuing several goals in the healthcare sector: To make healthcare applications more individual and strengthen patient participation and personal responsibility. To achieve these goals, we must perceive the importannce of what health insurance companies have to offer and find a way to improve what is needed in the new digital era.
Health insurance companies ensure full medical care and manage care in case of illness and offer health promotion programs. For example, they cover the costs of examinations and treatments and guide their customers through the various stages of the health system. In addition, they have a legal obligation to support their customers by providing information and advice to keep them healthy. Moreover, they should actively promote the digital health competence of their customers. Health insurance companies like the BKK VBU have to offer these and even more potentials - so be part in building the Future of Health!
About BKK VBU
- 95 percent of all services provided by statutory health insurance companies are the same. The remaining five percent can be used to set priorities.
- The BKK VBU has invested in the areas of complementary medicine, corporate digital responsibility and family health.
- For example, BKK VBU was the first health insurance company to go all the way to the Federal Social Court in order to be able to grant a higher subsidy for artificial insemination to non-married couples. However, the health insurance company was defeated.
- The BKK VBU cooperates with young companies to improve the care of the insured, e.g. with Vimum and TeleClinic.
- All health insurance companies are obliged to offer an ePA (electronic patient file) from 01.01.2021.
Information about the service centers of the BBK VBU
- There are more than 40 service centers nationwide, which differ greatly in terms of equipment, location and capacity utilization.
- In large cities, the SC are easily accessible; in rural areas, customers have to plan longer travel times for a consultation visit.
- The SC are mostly visited by people who have a specific concern in the area of care (such as co-payment for dental prostheses) and are usually over 50 years old.
- Each SC has at least three employees (SC manager, customer consultant, account manager).
- Most of the 550,000 customers live in the Berlin-Brandenburg region.
- So far, the furnishing is very uniform, e.g. in terms of furniture or colors.
- It is not only since Corona that we have noticed that fewer customers come to our SC.
- Most of the documents of our BKK VBU App, which we launched by Corona in spring this year, are AU certificates.
Approaches that are already being pursued
There is already a BKK VBU app that provides a secure and uncomplicated way to submit documents and contact employees. Sick leaves and invoices can be submitted via this channel at any time.
Here you can find more information about the digital services of BKK VBU, such as birth preparation, digital doctor's office hours, health courses and other services.
Approaches that are basically promising
- Combination: The integration of digital and analog channels to increase convenience (digital processing of standard tasks) and quality (personal care).
- Automation: Digitization can be used to automate repetitive tasks and processes.
- Sustainability: Sustainable solutions for service centers with a focus on "regionality", "individuality" and "CSR".
- Network: Cooperation and new usage options offer great potential, particularly in regional areas, in terms of network development and attractive positioning.
- Employees: Involvement of employees on the road to the digital world via digital continuing education and potential for a new "job description".