Building Members’ Trust Starts With Engagement

According to our recent survey of 3,000 consumers, 58% of respondents still trust the current health insurance model over government-run, retailer-led or other private-public ventures. While health plans have retained a majority in consumer trust, it’s starting to take a dip – it’s down from 69% in 2018. So it’s imperative for health plans to continue to focus on member satisfaction to build (or rebuild) consumer confidence in existing models.

One way to enhance member satisfaction is through member engagement and outreach. More consumers today say regular communication through a variety of channels will improve their overall satisfaction (26% today versus 18% in 2018).  And while digital communications and self-service tools have greatly progressed, we still have work to do as an industry to pull all the pieces of the healthcare puzzle together in a highly individualized way. Now that we have much of the technology in place, simplification is the next key step in moving these initiatives forward.


Consumers expect more from their health insurance provider today than ever before; they’re comparing their experiences with their health plan with how they’ve interacted with their favorite brands in other industries.  Take the online experience, for instance. While healthcare is clearly much more challenging given the multiple entities involved, it’s important to look at two areas where I know that I, myself, spend much of my online app time - financial and retail. In both cases, I have access to intuitive tools along with up-to-the-minute information and pertinent alerts. In retail, specifically, I can also leave and come back, and pick up right where I left off, making the experience incredibly convenient. Finally, one key feature that I rely on and appreciate - regardless of the industry or the app I’m using - is the option to reach out to a human and get the help I need when I have exhausted my digital options.

With real-time data access, CMS Interoperability and Transparency in Coverage initiatives, and related technology advancements, we continue to move closer to creating a cohesive and intuitive customer experience. In large part, it’s still going to be health plans that will determine how to best use this data, implement the technology to deliver simplified and personalized information, and offer the tools to make the overall healthcare experience clearer and more accessible - not only for members, but also for their providers.

About the Author

DIane Pascot

Diane Pascot, Director of Sales Solutions, HealthEdge

Diane Pascot is a senior healthcare technology professional with deep expertise and extensive experience collaborating with health plans and benefit administrators of all types and sizes on their technology strategies. Diane primarily focuses on core administration system replacements within the context of overall IT ecosystems. As Director of Sales Solutions for HealthEdge, she regularly engages with prospective payer clients to understand their current state, ascertain near-and long-term goals and objectives, and formulate and convey proposed solutions that will help them transform their business, ultimately to help facilitate seamless transitions to new client implementations. Prior to joining HealthEdge in 2017, Diane spent many years in the healthcare payer technology space with organizations that included Evolent Health (Aldera), Mphasis Eldorado, and Cognizant/TriZetto.

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