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IMPROVED CUSTOMER EXPERIENCE WITH CONSUMER DIRECTED HEALTHCARE REFORM

IMPROVED CUSTOMER EXPERIENCE WITH CONSUMER DIRECTED HEALTHCARE REFORM

The healthcare reform, regulatory mandates and increased transparency/choice puts tremendous pressure on health plans to focus on members’ and customers’ needs.

  • Significant opportunities exist for health care companies who can help employers and consumers find the right answers
  • Shift in risk from health insurance companies to consumers and hospitals sharing the risk will require Health Plans to provide greater transparency in cost and quality information

The key to winning and retaining customers for an extended period of time will require providing greater transparency to the consumer for cost of care, billing, personalized actionable information, access to information on preventive care, and wellness. A vast amount of data is created due to the increasing proliferation of devices. It will be important for Health Plans to transform this data into actionable information to improve customer experience which will lead to improved consumer engagement.

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