Healthcare is a complex and ever-changing industry. This means ongoing uncertainty for health insurance plans trying to optimize and improve operations and service delivery with evolving information, technology, and industry priorities. One thing is certain though, consumers and their experience should always remain at the center of the healthcare ecosystem and digital payer CX decisions.
Making healthcare/insurance easy to navigate encourages members to engage in their own care. Engaged members are healthier, with better quality of life and lower healthcare expenditures. To realize such savings for their consumers and their organizations, health plans must implement effective CX. This includes meeting what are now universal consumer expectations for digital CX. For many plans, deciding how, when and exactly what to do about this can seem as complex as the healthcare ecosystem itself. Especially for plans with first-hand experience with prior IT initiatives that had surprisingly long and steep implementation and maintenance demands.
When you cut to the chase, though, there are really three keys that will help all payers and TPAs focus on the features most critical for digital CX success in the health insurance industry, while avoiding the costs of unsuitable and/or unnecessary platform features. This blueprint comes down to three critical keys:
These keys are unique- and each important enough to deserve dedicated mention, but also inter-related. Each can multiply the value of the others. Just being aware of these three keys will serve as an advantage to payers and TPAs seeking potential CX platforms and technology partners. For health insurance CEOs, CTOs, and CIOs looking for more- but high-level- information about each key, see Zipari’s recent whitepaper Cut to the Chase: The Simplified Blueprint for Payer CX Success. This brief read is designed for payers and TPAs in early stages of a potential CX implementation or upgrade, and will be followed by three forthcoming additions to the series. Keep an eye out for those at zipari.com/category/downloads to get increasingly detailed information about each of the three keys.
