Where do members go when they need help? For questions about a bill, finding a provider, or their benefits, members may need to use a variety of apps or phone lines to get help.
Fragmented member experience
Today
Tomorrow
Give members a single digital access point to access resources. On-demand resources help members better understand and make the most of their benefits.
Unified member experience
Today
Tomorrow
A digital health management platform connects clinical and customer service resources. This helps ensure accountability and collaboration across care and customer service teams. Digital tools often come with built-in assistance to close critical care gaps.
Coordinated care delivery
Today
Tomorrow
With telephonic outreach, care and customer service staff can only conduct warm hand-offs through call or email. This leads to a disconnected experience for both members and staff. It could also lead to lost or missed information.
Siloed, disconnected care
Today
Tomorrow
With digital tools, staff can more easily solve member issues—and predict what comes next. Natural language processing and social listening can help care teams gain key member insights. It also helps staff respond to alerts and opportunities faster and at scale.
Key member insights
Today
Tomorrow
With telephonic outreach, care and customer service staff must keep notes in a shared CRM. And they can only follow up with high-risk members on a case-by-case basis.
Limited member visibility
Today
Tomorrow
Collaborating with a proven digital partner can help your plan reach success faster. Using one comprehensive platform can help your team adapt to new workflows faster. And it can expand member reach without overextending your staff.
Technology-based service model
Today
Tomorrow
Compiling a suite of point solutions may help your care and customer service teams solve niche problems at first. But over time, using different tools can be confusing for staff and members. And your plan has to ensure integration between the systems and data.
Adopting distinct technologies
Today
Tomorrow
Outcomes-based KPIs make it easier for care teams to form member relationships than volume-based. Plus, care teams can address member needs as part of a whole, rather than acutely. This fosters a customer-centric culture.
Whole-person care
Today
Tomorrow
Staff are often evaluated based on number of calls or the number of issues resolved. But metrics like first call resolution don’t take members’ holistic needs into account.
Volume over value
Today
Tomorrow
Not sure what your options are for implementing a Member Advocacy service model? We break down the pros and cons of building, buying, or partnering.
Read the article
Collaborating with a proven digital partner can help your plan reach success faster. Using one comprehensive platform can help your team adapt to new workflows faster. And it can expand member reach without overextending your staff.
Technology-based service model
Today
Tomorrow
Compiling a suite of point solutions may help your care and customer service teams solve niche problems at first. But over time, using different tools can be confusing for staff and members. And your plan has to ensure integration between the systems and data.
Adopting distinct technologies
Today
Tomorrow
Outcomes-based KPIs make it easier for care teams to form member relationships than volume-based. Plus, care teams can address member needs as part of a whole, rather than acutely. This fosters a customer-centric culture.
Whole-person care
Today
Tomorrow
Staff are often evaluated based on number of calls or the number of issues resolved. But metrics like first call resolution don’t take members’ holistic needs into account.
Volume over value
Today
Tomorrow
With digital tools, staff can more easily solve member issues—and predict what comes next. Natural language processing and social listening can help care teams gain key member insights. It also helps staff respond to alerts and opportunities faster and at scale.
Key member insights
Today
Tomorrow
With telephonic outreach, care and customer service staff must keep notes in a shared CRM. And they can only follow up with high-risk members on a case-by-case basis.
Limited member visibility
Today
Tomorrow
A digital health management platform connects clinical and customer service resources. This helps ensure accountability and collaboration across care and customer service teams. Digital tools often come with built-in assistance to close critical care gaps.
Coordinated care delivery
Today
Tomorrow
With telephonic outreach, care and customer service staff can only conduct warm hand-offs through call or email. This leads to a disconnected experience for both members and staff. It could also lead to lost or missed information.
Siloed, disconnected care
Today
Tomorrow
Give members a single digital access point to access resources. On-demand resources help members better understand and make the most of their benefits.
Unified member experience
Today
Tomorrow
Where do members go when they need help? For questions about a bill, finding a provider, or their benefits, members may need to use a variety of apps or phone lines to get help.
Fragmented member experience
Today
Tomorrow