Today’s consumers want healthcare organizations to provide the same anywhere, anytime interactive experiences they’ve become accustomed to in other areas of their lives. That means care delivered in a convenient location (which may be the grocery store down the street...
As the focus on health plan member experience intensifies, so does the understanding that the whole of member experience is made up of both inbound and outbound engagement touchpoints spread across different departments and teams in a plan’s organization. Beyond...
Health plans know that member experience is even more important in times of intense market competition. But how can an organization that’s already doing a good job with member services measurably improve these interactions—and increase customer loyalty when it’s...
Insights from John Erwin, CEO Carenet Health In a recent journal article from Oliver Wyman Health, the authors state that healthcare payers and providers today don’t have to be Amazon. They just have to get people to like them. It’s a nice sentiment and one...
Think next year will bring more of the same for healthcare engagement? Think again. Consumer engagement and health plan member engagement are changing, and it’s important for the healthcare industry to reflect on the changes we’re experiencing and discuss those...
This is the third in a three-part series regarding why offering healthcare consumers high-touch advocacy and navigation support is critical for staying competitive. To start at the beginning, please click here. The sweeping shift toward consumer-driven, value-oriented...
Donna noticed an odd lump on her neck while applying sunscreen. Concerned, she immediately saw her doctor, who after examining her, ordered blood tests and an ultrasound. The first thing Donna did when she got home was log on to her health plan’s website to determine...
This is the second in a three-part series regarding why offering healthcare consumers high-touch advocacy and navigation support is critical for staying competitive. To read the first installment, click here. Despite the fact that providing first-rate customer service...
This is the first in a three-part healthcare concierge services series regarding why offering healthcare consumers and patients high-touch advocacy and navigation support is critical for staying competitive. The rising cost of healthcare is an ongoing burden for...
