Technology Hype vs. Reality: What’s Possible for Health Plans for Open Enrollment this Year?

Vijai Shankar | June 20, 2016

There’s a lot of hype around the next big technology innovation for healthcare providers. From the never-ending growth in new digital technologies to increasingly sophisticated chatbots, the buzz is focused on what’s going to impact industries today and beyond.

As health plans gear up for the upcoming open enrollment period, transforming customer experience is more important than ever before. Consumers (aka members) are taking healthcare decision making into their own hands and proactively exploring their options — including which health plans to select, what types of providers to consult, what treatments to use (and where to receive them), and how to get the most from their healthcare dollars.

Unfortunately, the technologies health plans currently have in place aren’t delivering the service and overall experience levels that customers have come to expect. Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries (Yup, right there with cable and Internet service providers!). Research has also shown that Kaiser Permanente is at the top of the health plans with an NPS of 31. For health plans looking to positively transform their customers’ experience, the key question that executives should be asking is how much of their technology evolution is realistically possible this year?

The key component that will fuel digital transformation in the healthcare industry is learning how to leverage the customer data that health plans already have access to and using that to guide intent-driven engagement. With intent-driven engagement, health plans anticipate consumer intent and engage at the right time across any channel, thus driving the right resolution at the right moment and creating a holistic experience.

To learn more about using transformative technologies that can create the optimal customer experience and guide intent-driven engagement in time for open enrollment, join [24] for a complimentary webinar on June 30th. The webinar will provide a realistic viewpoint on technologies that can drive quick wins to achieve meaningful outcomes. Based on data from actual [24] clients, you’ll also gain insight into common health plan customer journeys where intent-driven engagement improves member experience and helps increase the acquisition of new members.

It will be well worth 45 minutes of your day so please be sure to register for the June 30th webinar now!