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It’s high time payers opened the digital front door



It's high time payers opened the digital front door

Sturti via Getty Images A digital front door enables payers to improve member satisfaction, quality outcomes and costs. Where I come from, we call that a triple win.

As a health plan member and one who has worked in the healthcare industry for more than 30 years, I know payers have an acute customer satisfaction problem, one that complicates their efforts to activate members in their healthcare journey and successfully intervene to prevent disease exacerbation and avoidable costs.

For as long as I can recall, health plans have had the lowest satisfaction score of all industries – lower than airlines. With nearly half of members saying their plan failed to show concern for their health during the first surge of the COVID-19 pandemic, satisfaction numbers are expected to remain low.

In the words of James Beem, managing director, global healthcare intelligence at J.D. Power ,

“Health plans are widely perceived as lacking a customer-centric mindset and not putting the best interests of their members first. The COVID-19 pandemic has amplified these shortcomings, but they are not new. If traditional health insurance plans want to resist the threat from disruptors, they need to demonstrate partnership with members – and on behalf of employers – […]

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