5 Member Insights from our Consumer Experience Survey
Part 2: Members to Health Plans: “Provide a better experience, and we’ll trust you more.”
76% of Americans say poor customer experiences reduce trust in their health plan.
That’s a key finding from the Pager Health℠ Consumer Experience Survey of more than 1,900 insured Americans. (For more information, see Part 1 of our blog series, 5 Member Insights from a National Harris Poll Survey.)
So how can payors deliver a better member experience and, consequently, instill greater trust in their plans? Our Consumer Experience Survey offers insight.
When the poll asked Americans to name the biggest pain points related to their health plan, the top three responses were:
Frustration about finding the information they need (e.g., provider contact information, determining benefits/coverage).
Not being able to reach a live person to answer questions when they need one.
Their health plan only being concerned about sick care, not preventative care that would improve health and wellbeing.
All three of these challenges stem from a common cause: an inefficient and fragmented member experience that is difficult and frustrating to navigate.
Here’s how health plans can address these three issues, build member trust and boost engagement by creating a more seamless experience that provides coordinated support across the entire continuum of care.
Pain Point #1: Frustration about finding the information they need
Solution: Leverage AI
Many people struggle to understand their benefits, coverage, and treatment options. AI agents are now being developed that can quickly and accurately provide information about these and a host of other topics. Instead of waiting for a doctor's office to respond or having to navigate multiple departments by phone, members will soon interact with these AI agents for everything from answering benefit questions to scheduling appointments. Health plans will benefit by automating time-consuming, manually intense processes without compromising member privacy. Consumer acceptance of AI interactions is already high. In our survey, 67% of respondents said they would trust an AI agent to inform them about resources available through their benefits.
Pain Point #2: Not being able to reach a live person
Solution: Deliver 24/7 access to human care
AI agents can only go so far, however. Members want their providers to be involved in their care. AI should supplement, but never replace, human care. Immediate access to nurses and care coordinators when members need their expertise and counsel is essential. When survey participants were asked what they would change about their health plan experience, their #1 response was “provide 24/7 access to a nurse who knows my medical history and understands me as a person.” At Pager Health, our members can chat or talk with a nurse, who has access to the member’s medical history and previous interactions, at any time during their care journey, in less than 30 seconds.
Pain Point #3: Health plan only concerned about sick care
Solution: Seamlessly integrate wellbeing into the member experience
Today’s healthcare consumers want to build an ongoing relationship with their health plans, one that moves beyond merely receiving coverage when they are sick. For example, nearly three-quarters of insured Americans (74%) want to receive health and wellbeing recommendations from their insurance plan immediately following a medical appointment related to that specific medical concern.
To meet this challenge, health plans can now offer a completely integrated care model that provides a fully connected patient experience – one that guides, informs, and motivates members to participate fully in their follow-up care and wellbeing programs. Automated reminders about screenings and vaccinations, incentives to participate in wellness programs, personalized educational materials, and other digital tools all work in unison to consistently engage and motivate each member to take the next best step to better health (e.g., treatment compliance, medication adherence, lifestyle management, etc.)
In part 3 of our blog series, 5 Member Insights from a National Harris Poll Survey, we’ll examine what our Consumer Experience Survey discovered about the power of personalization.
See for yourself how our intelligent, connected health experience is guiding members to better health and the “Next Right Thing to Do” for their wellness journey. Book your demo today.