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Health Plan Concierge Programs Can Be a Critical Competitive Advantage


Healthcare complexity demands that today’s commercial health plans provide personalized, concierge-level member advocacy and guidance from skilled support teams. Or employers will find someone else who will.

At Carenet Health, we help plans design a best-fit, high-touch healthcare concierge (also called health advocacy) program—to both elevate and simplify the member experience. Our expertise in engagement, telehealth and clinical support uniquely positions us to turn a competitive threat into an opportunity for your health plan. (Check out this member engagement case study to see how we helped one plan improve and sustain their member loyalty index.)

Bridging the gap between complexity and healthcare consumerism

Today’s healthcare ecosystem is fragmented and complex. At the same time, healthcare consumers are more demanding than ever before. Concierge-level advocacy creates a partnership among employers, clinicians, members and health plans—catering to very specific population needs and preferences, helping members navigate the system with on-demand support, and most importantly, empowering them to participate in their own care and wellness.

Designing a concierge-level, health advocacy program

What would a successful advocacy program look like for your organization? Our process leads you through designing, optimizing and implementing your custom health plan advocacy program, including:

  • Clearly defining what concierge support means for your plan
  • Assessing your leadership’s, members’ and employers’ expectations
  • Defining how your current offerings compare to those expectations
  • Mapping the end-to-end member engagement journey
  • Pinpointing opportunities for personalized support
  • Examining internal and external resource requirements
  • Deciding whether to buy or build

Choosing the right program components

We’ll carefully help you design your advocacy program, assessing the value of multiple program components—from member onboarding to care management to health coaching to cost and provider comparisons. To see a list of typical services you may want to have in your advocate program, please visit our Health Advocacy and Navigation page in our What We Do section of this website. Of course, those potential components are only the beginning. If your members need a specific type of program or services, we can work with our teams and partners to make it happen.

By providing tailored, trusted, one-on-one support from a personal health plan member advocate, you can create the individualized experience your members need and employers expect, increase activation and retention, and stand out in the marketplace.

If you’d like to learn more, please connect our Carenet experts today.