Research

Deliver the Member Experience That Matters

Member experience

All health plans want to ensure a great experience for their members. But their specific business objectives—from improving net promoter scores to becoming a trusted advisor for member care decisions—miss the mark in the eyes of most members.

Members only want one thing from their health care experience: certainty. To provide an insurance experience that truly meets members’ demands, plans need to focus on delivering certainty in quality, access, and price.

Read this report to learn six tactics on how plans can provide a more predictable experience while guiding members to plan-preferred specialists.

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