Tag Archives: consumer engagement

Taking a three-pronged approach to personalizing the consumer journey

The health care market is in the midst of transformative change. Demographic shifts and regulatory and societal changes are intensifying pressures on consumers and health systems alike. As consumers take on personal responsibility for their care while navigating a complex and dynamic market, businesses are challenged to differentiate themselves by delivering value, innovation and exceptional […]
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Developing a consumer journey map? Don’t miss these 10 components.

Health plans have learned from the retail industry that providing a first-class consumer experience requires time, money and energy. It also requires an understanding of the existing consumer experience, as seen through the eyes of the consumer. That’s why it’s important for health plans to have a consumer journey map to capture the interactions between […]
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Four steps to creating engaging member communications

It’s no surprise that a vast majority of consumers feel overwhelmed by their health care — there is a lot to manage. From choosing the right plan and providers, to taking care of preventive screenings, managing conditions and making the right lifestyle choices. Health plans do their best to make the health care journey easier […]
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Positioning for continued growth in public exchanges

Most payers competing in federally facilitated marketplaces or state-based exchanges are past the initial stages of implementation. Now is the time for payers to think about taking their plans to a new level, with greater consumer-oriented offerings and engagement approaches — supported by efficient operations, sophisticated data analytics and risk modeling. What are some areas […]
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Positioning for continued growth in public exchanges

With four million people enrolled in public health exchanges as of the end of 2014, most payers competing in federally facilitated marketplaces or state-based exchanges have moved beyond the initial stages of implementation and are envisioning taking their plans to the next level. This “next level” means delivering more consumer-oriented offerings and engagement approaches, with […]
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Aligning network adequacy to meet greater expectations

With the passing of the Affordable Care Act (ACA) and the advent of the health insurance marketplace, network adequacy has come under greater scrutiny. Increased emphasis getting the right providers to consumers is leading health plans away from expansive networks to a narrow, more efficient network design that better serves member needs. Not lost in […]
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Navigating existing strategies in the new year

There’s something refreshing and exciting about ushering in a new year. Perhaps it’s the feeling that a new year means a new beginning. After giving pause to reflect on our progress the past 12 months, we feel inspired and optimistic as we envision what lies ahead. But what is often overlooked in the infancy of […]
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New value drivers and model for provider consumer engagement

Value-based health care, health care consumerism and technological advances are redefining the health care value chain. The new value chain places an emphasis on innovative consumer engagement strategies that deliver on new value drivers. From a provider perspective these new value drivers – patient satisfaction, consumer loyalty, share of the wallet, behavioral change, population health […]
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Now it’s “my health AND my money”

With the growth of consumer-driven heath plans, consumers are increasingly concerned about how they will pay for their health care. They no longer view health expenses as something paid for by their employers or health care plans, yet they don’t necessarily have the information or the money they need to make the right choices. 58% […]
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Consumer-centric front office uses data and outreach to engage members

Under the Affordable Care Act, health plans have been striving for a business model that shifts away from an employer-centered approach to one that puts consumers at the center of their organization. At this point in time, the health care marketplace still lags behind other industries in this transition. While there isn’t a singular approach […]
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