Protect Member Lifetime Value From Day One
Acquisition cost is rising, switching is easier than ever, and the first 30 days decide lifetime value. When a new member can’t book their first appointment, every dollar you spent acquiring them is at risk. PRIME® protects that moment.
Why Member Retention Matters for Health Plans
Every voluntary disenrollment has a quiet backstory. Most begin with a member who picked your plan in good faith, looked up a provider, and hit a wall. It could be a wrong number, not accepting new patients, left the network, or wrong specialty. Roughly 80% of members who encounter bad directory information trust the plan less, and trust is the leading indicator of churn.
The cost is compounding: the acquisition investment, the loss of risk-adjusted revenue, the downstream CAHPS and STAR impact, and the reputational cost of winning a member only to lose them in week one.
What Atlas PRIME® Delivers
PRIME® is built around the retention-critical moments of the member journey, especially the onboarding window, so provider data is never the reason a member walks away. Every capability below is designed to protect the experience a member has from the moment they open their directory to the moment they book.
Verified Listings from Day One:
New members find accurate provider records immediately, not disconnected numbers or panels that closed months before they searched.
First-Appointment Success:
Each listing is confirmed against what the provider's office will actually say on the phone, so the first booking attempt does not become the trust-breaking moment.
Full-Lifecycle Accuracy:
Directory accuracy holds across the entire membership period, not just during the enrollment window when scrutiny is highest.
Provider Self-Service Portal:
Providers maintain their own records directly, keeping listings honest without the provider-relations team chasing corrections.
Secret-Shopper Testing:
Provider offices are contacted directly to confirm the real booking experience, closing the gap between what the directory advertises and what a member encounters.
How PRIME® Ensures Member Retention from Day 1
Onboarding Directory QA
Validates the provider segments new members are statistically most likely to contact in their first 30 days, before those calls happen.
Primary Source Validation
Verifies each listing against the provider's own website, government registries, and licensure boards rather than relying on self-reported roster data alone.
Continuous Monitoring
Detects license changes, panel closures, address updates, and network terminations as they occur, keeping every record current between enrollment cycles.
Self-Service Provider Portal
Gives providers direct access to their own listings so corrections happen at the source, reducing the lag between a real-world change and a directory update.
Secret Shopper Audits
Simulates the actual member booking experience by contacting provider offices directly, catching discrepancies that data validation alone cannot surface.
How PRIME® Supports Member Retention
Retention leaders are done chasing “engagement” metrics when broken provider data is the real issue. PRIME® helps turn your directory into a true retention asset, so you can protect acquisition spend and back it up with confidence.
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Lower voluntary disenrollment across MA, Medicaid, ACA, and commercial lines.
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Higher first-appointment success for new members.
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Stronger NPS, trust, and retention survey scores.
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Better LTV-to-CAC ratio as fewer acquired members defect in year one.
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A defensible retention story to bring to your growth, marketing, and finance leaders.
Proof in the Numbers
95%
Data confirmation accuracy reduces rework
90%
Validation success on first pass
One
Source of truth, many downstream systems
