Healthcare payer engagement with their members is now vital to driving business and health outcomes, at a time member expectations for service have never been higher. Recent years have seen accelerated the growth of new interaction channels for members, providers, and payers. Members are becoming more frustrated with their interactions with their health plans, and are increasingly recognizing that they have access to alternatives. In this new landscape, how can payers rethink the member experience? How can they create meaningful, valuable experiences that remove frustration, drive better health outcomes, greater business efficiencies, and stronger relationships with each member?
We conducted a survey of 330 health insurance policyholders to better understand their recent experiences with their payers, including how the experience went, sources of frustration, and what makes a good experience. We supplemented these results with conversations with a sample of executives at leading health insurance organizations. Our findings will help give a more complete view of the state of member experience today, and the opportunities for strategic transformation to improve outcomes, create efficiencies, and build a better member journey.
Learn:
- How satisfied are members with interactions with their health plans?
- What is the source of common frustrations?
- What channels do members use to engage with their plans?
- What factors make a good or great member experience?
- How are leading plans building new strategies for member engagement?
