Value of a Strategic Partnership for Improving the Member Experience

Member experience has become a primary focus of payers as consumer expectations have evolved, technology use continues to expand, and quality ratings depend more heavily on how individuals access the healthcare system.

While health plans have often looked to policy and regulation as the impetus behind digital transformation, they risk falling behind their competition due to a reactive business strategy. To remain competitive in a crowded marketplace, payers must adopt a more proactive approach and invest in solutions focused on the member experience to differentiate their offerings from their peers.

To implement truly effective member experience technology, health plans are looking to strategic partners to assist in the research and development of their digital solutions.

“The idea that the health plan is going to build the entire infrastructure to do this from soup to nuts is challenging,” says Wellframe Co-founder, Executive Vice President & General Manager Jake Sattelmair.

“The best engineers in the world don’t typically rate health plans as the top place they want to go. The second part is that you can hire a lot of consultants to do this, but if you think about the pace of change in technology and expectations, having longitudinal ownership over these types of technologies and experiences is really important.”

Operational change, service transformation, prioritization, and shifts in focus are necessary components to complement technology infrastructure to achieve an improved member experience. A strategic partner skilled in member experience and advocacy can ensure that health plans are on the right path forward.

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Wellframe, a HealthEdge company, strategically partners with health plans nationwide to reimagine the relationship between plans and members. Our digital health management solutions enable a level of care and support that empowers people and organizations to achieve their best. By combining innovative technology, strategic partnership, and passionate conviction, Wellframe creates measurable impact on lives, at scale. Wellframe’s solutions, Digital Care Management and Digital Customer Service, form the base of a Member Advocacy service model. With an Advocacy model, health plans can address member needs holistically and proactively using technology.