Customer Experience and Design

Health plans adapt toward customer-based business model

According to Forrester:

New regulations are driving changes through the US healthcare insurance industry. Care delivery and payment models bring new responsibilities and opportunities to impact healthcare quality and cost. This forces the businesses within this market to adopt customers-centric business practices.

“2014 Technology Imperatives For US Healthcare Insurers” by Skip Snow, April 11, 2014

sfdc_health1Many healthcare insurers are focusing on The US Department of Health and Human Services’ “National Quality Strategy (NSQ) for improvement”, which has three components:

  1. Better care – make care more reliable, accessible and safe
  2. More affordable care
  3. Better population health – “address behavioral, social, and environmental determinants of health”

In the Forrester report mentioned above, Snow acknowledges that health plans can best prepare to deliver on these three quality measures by implementing “a comprehensive digital strategy that combines core business capabilities with the digital channels that service these capabilities.” This includes call center, mobile, website and much more.

New levels of integration are required between Sales and Enrollment, Sales and Quoting, and more.

Health plans are now, more than ever, looking at their technology solutions to determine how to:

  • better engage with members
  • better engage with other stakeholders (Provider, Employer, Agencies, Brokers)
  • manage and monitor risk
  • connect disparate systems to manage the member experience more effectively
  • engage with members, particularly the new individual consumers

Next Tuesday, April 29th at 12:00 ET, we’re hosting a free webinar: “Learn How Health Plans are using to Navigate a Rapidly Shifting Environment” during which time we’ll help answer those questions.

Join us! Register / More Info

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Erin Moloney

As the leader of Perficient's Dallas-Fort Worth geography, Erin is responsible for delivery excellence, sales, marketing, career development, partnerships, recruiting, and community engagement. She was a founding Co-Chair of Perficient's Women in Tech global employee resource group. Erin is a member of the DFW Alliance of Technology and Women and the Texas Women’s Foundation. Our Dallas-area marketing, strategy and technology experts are responsible for delivering a world-class experience for our clients. Erin's goals are to build career paths and professional development for each Dallas-based team member, grow our visibility and business relationships in North Texas, and to foster an exciting work environment for our employees.

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