Transforming member experiences and outcomes with personalized services
Consumerism is steadily gaining momentum in the healthcare space. Payers are under constant pressure to improve member experiences and health outcomes by implementing patient-centric business models. However, there is no one way to cater to the entire member population. Member needs can be quite diverse. On one hand, the U.S. population is aging, and it’s estimated that by 2040 there will be 80 million people above the age of 65. Payers need to keep conventional channels of communication open. On the other hand, Deloitte’s 2020 Survey of U.S. Health Care Consumers revealed that 42% of Medicare Advantage (MA) plan enrollees used technology for health improvements, and those who enroll over the next 10 years will be even more likely to do so. This indicates that health plans will need to build on their digital capabilities. In particular, payers must undergo a digital transformation to accommodate the differing needs of the population and offer personalized services.
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