In this fifth installment of our five-part series, Choose a Powerful Integration Partner, Zipari CEO Dr. Tabatha Erck provides different strategies to ensure your organization gets the most out of its CX efforts. This series is based on content from one of Dr. Erck’s recent talks, which you can watch any time here.
As told by Dr. Erck–
I remember working with one vendor to build an online enrollment tool for a health plan. I asked him about his position on HIPAA, and if there were any security measures in place.
He looked at me and said:
“HIPAA the hippopotamus?”
At first, I couldn’t tell if he was kidding, or if he really just didn’t know HIPAA.
He did not. He was a tech person with no health care background at all. You could literally see him typing on his computer, frantically looking up acronyms, and looking panicked when there were more than two million matches for what he was trying to find.
“You don't want to work with people with zero health care knowledge as you’re building out your consumer experience strategy. You need to choose a powerful partner who understands the industry, while also being able to offer perspectives that extend beyond health plans.”
Investing in a CX partner is a high cost, high stakes decision that can shape your business for years to come. It can impact everything from your member satisfaction to your employee turnover, so choose wisely.
The right CX partner will know both CX tech, health plan member engagement, and meet the following four success factors:
Critical success factors for evaluating CX solution providers:
The right partner will also find ways to create solutions that complement your existing technology—rather than pulling out your infrastructure and rebuilding it from scratch. Replacing your technological foundation is not only expensive, time consuming, and disruptive, it’s often unnecessary. That’s why we always recommend looking for vendors who can plug and play with your existing technology, rather than gutting your systems completely.
By collaborating with experts who specialize in creating seamless digital experiences, health plans can effectively bridge the gap between consumer expectations and reality. In this pursuit, the right CX partner can play a pivotal role.
It’s also important to partner with vendors who understand what consumers want and can build solutions aligned to those priorities.
One survey respondent from last year even went so far as to compare their digital experience with their health plan unfavorably to their interactions with Walmart. They described grocery shopping online as remarkably straightforward, with intuitive features like the shopping cart prominently displayed in the corner for easy access.
The key takeaway here is that consumers crave simplicity and intuitiveness in their digital interactions. As you’re shopping around for a CX partner, make sure that you find someone who is dedicated to meeting those expectations—just like we are at Zipari.
Zipari is a pioneer in consumer experience technology that enables payers to drive highest-value member engagement actions, streamline back-office workflows, and ensure a positive experience throughout the entire member journey.
With over 25 years of experience providing CX health technology solutions exclusively to payers and TPAs, Zipari is not a here today, gone tomorrow start up. Our products are built by native health care experts who understand the needs of health plans and their members. Regardless of your lines of business or the size of your health plan, our ground breaking solutions are designed to complement and work with your existing tech, keep your customers engaged, and drive positive outcomes for both your ROI and the health of your members.
