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WellCare’s Profits Up; Consumer Complaints Resolved With Social Media

WellCare’s earnings increase topped Wall Street’s expectations. Many health insurers are using Twitter to hear about customer problems.

The Associated Press: WellCare 2Q Profit Edged Up, Boosts 2013 Forecast
WellCare Health Plans’ second-quarter earnings inched up 1 percent, as a jump in medical benefits and other expenses countered a revenue spike for the Medicaid and Medicare coverage provider. The Tampa, Fla., company topped Wall Street expectations for the quarter … WellCare mostly administers the state and federally funded Medicaid program, which provides coverage for poor and disabled people. It also sells Medicare prescription drug coverage and Medicare Advantage plans (8/7).

Kaiser Health News: Health Insurers Tune In To Twitter For Customer Service
The @aetnahelp Twitter feed is an example of how insurance companies are increasing their social media presence in an effort to amp up their customer service and capitalize on a platform that can serve to mediate, inform and advertise. … While insurance companies are hoping to connect with their customers through social networks, they have not yet made enough headway to replace the telephone systems that can be a common source of frustration for patients looking to understand their health plans (Rao, 8/8).