How Health Plans Can Unlock Trust and Engagement with AI and Personalized Care

Your Webinar Takeaways

Hosted by Pager Health

March 20, 2025

Trust is essential in healthcare, yet many consumers feel frustrated by a complex and impersonal system. According to a national survey of almost 2,000 insured Americans, conducted by The Harris Poll for Pager Health, only 25% of insured Americans say they trust their health plan to assist in their care journey.  In addition, 76% of respondents say poor customer experiences reduce their trust in their health plans.   

In our latest webinar, How Health Plans Can Unlock Trust and Engagement with AI and Personalized Care, our panelists provided insights on what health plans can do to become a more valued and trusted resource throughout their members' healthcare experience. Here are five key actionable takeaways from that discussion.  

1) Adopt the research-proven roles that develop member trust  

• Be a Connector: Guide members through complex healthcare systems by offering seamless coordination between benefits, programs, and care providers.  

• Be an Assistant: Offer intuitive tools and services that simplify healthcare processes, making it easier for members to manage their health needs. 

• Be an Insider: Leverage data-driven insights to proactively provide relevant information, ensuring members make informed healthcare decisions. 

 2) Prioritize the Basics  

• The foundation of trust begins with seamless core services, including quick access to digital ID cards, transparent billing, and easy claim resolution. 

• Health plans must simplify member interactions, ensuring that essential processes like provider search, benefit explanation, and prior authorizations are hassle-free. 

• Personalization should be a top priority, leveraging data to create customized member experiences that reflect their unique healthcare needs and preferences. 

3) Leverage the Ever-Expanding Capabilities of AI and Digital Tools  

• The use of AI in healthcare is an unavoidable tectonic shift. As a result, it’s imperative that health plans begin to implement AI-driven solutions now, even if it's only for simple use cases. 

• AI adoption should start with practical, high-impact use cases, such as automated customer service enhancements, before expanding to more complex applications.  

• Conversational AI and intelligent chatbots are transforming Clinical Navigation, Provider Navigation, and Benefits Navigation, making these self-service options more effective and engaging.  

• AI-driven provider matching and personalized health recommendations that thoughtfully leverage Social Determinants of Health (SDoH) data provide a dimension that can personalize the relationship. 

• Hybrid models combining AI with human support ensure a balance between efficiency and the personal touch that members value. 

4) Establish Responsible AI Governance  

• AI adoption in healthcare must be accompanied by strong governance to maintain ethical standards, data security, and compliance with regulations. 

• Addressing AI biases is essential to ensure fair and equitable healthcare access, particularly when integrating SDoH into decision-making models. 

• Transparency in AI-driven decisions fosters trust by helping members understand how automated insights and recommendations are generated. 

5) Meet the Expectations of Today’s Hyper-Connected Consumers 

• Millennials and Gen Z expect a digital-first approach to healthcare, preferring intuitive, mobile-friendly interactions over traditional call centers and paperwork. 

• Engaging all members means integrating with their preferred communication channels. Just having a website, mobile app and/or member portal is not enough. Communication must include text messaging, WhatsApp, and social media platforms. For example, Pager Health offers app-free digital engagement, allowing your members to connect with your care team via secure, HIPAA- compliant text messaging without ever downloading another app.  

Let’s Keep the Conversation Going 

View a recording of the webinar in case you missed it.  

Check out all the insights from our recent Consumer Experience Survey, conducted by The Harris Poll, of more than 1,900 insured Americans.  

Request a personalized demo of Pager Health’s AI-driven solutions.