In today’s world customers have more choices of health plans to choose from than ever before. Therefore, it has become vital for payers to attract more members and retain them, in order to change the customer’s image about insurance companies.
Customer distrust and fear of healthcare insurance companies is a major problem for payers who wish to be considered a partner in the healthcare system. With a proper payer strategy in line, customer engagement can be improved a lot. Here are a few ways that can help one do so:
- Execute a retail approach. Consumer hesitation and fear can be overcome with payers developing and rolling out a retail strategy that involves a more proactive approach, with better market access and reimbursement strategy. Traditionally, payers have tended to be more reactive and also claim-based. They haven’t really used a retail model for consumer engagement. Consumers expect the payers to offer a legitimate customer experience similar to a finance or retail industry. Payers need a more aggressive marketing strategy on a more consistent level.
- Have healthcare providers deliver important messages. Payers want the members to take care and be engaged with their health, so as to prevent or manage their conditions, chronic as well as others, that may result in procedures that are costly, hospitalizations, and ER visits if left unchecked. As there exists a lack of trust between the customers and the insurance companies, a solid payer strategy would include the payers deliver such messages around prevention and wellness to the consumers.
NavAxxess Health Solutions 