(Length: 23 pages)
This is a Consumer Technographics document

February 10, 2006

Health Plan Member Service Deconstructed

Better Member Service Is Good Business For Health Plans

by Elizabeth Boehm

with Bradford J. Holmes, Julie Snyder, Will McEnroe

Executive Summary (This is a document excerpt)

Health plans face a crisis as new plan designs put more financial responsibility on the shoulders of consumers, new health management programs target more interventions at a wider array of members, and new service channels like email and IM complicate the member service landscape. The challenge? Provide seamless member service across an array of communication channels in order to build member loyalty and control service costs. But that's not all. Plans that want to differentiate themselves by delivering a great service experience must create a member analytics infrastructure to optimize all engagements with members and influence members' health choices.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemHealth Plan Service Channels Earn Low Marks From Members

itemHealth Plans' Internal Processes And Organizations Stunt Service Improvements

itemAddressing Member Service Shortfalls Yields More Than Just Better Service

itemHealth Plans: Don't Reinvent The Service Wheel

itemFirst Things First: Plans Need Consistent Discipline Around All Service Efforts

itemIndividual Channel Mastery Is The Foundation For Member Experience Success

itemCross-Channel Coordination Turns Service Success Into Member Delight

recommendations

itemMember Service Execs Must Focus To Capture Broader Business Benefits

WHAT IT MEANS

itemMember Service Strategy Shift Spells A Change For Plans' Vendor Partners

For this report, Forrester drew on its extensive Web and cross-channel review work with national and regional health plans, inquiries with health plans and vendors, and our Consumer Technographics® data outlining insured consumers' experience with and attitudes regarding health plan member services.

Related Research Documents

itemAn Early Look At CDHP Members

November 1, 2005, Trends

itemPlan Member Loyalty Hinges On Communication

July 18, 2005, Trends

itemHealth Plans' Advocacy Opportunity

July 8, 2005, Trends

itemThe Customer Experience Value Chain

March 15, 2005, Forrester Big Idea

itemHealth Plans' Uninsured Prospects

October 28, 2004, Trends

itemConsumer-Directed Health Plan Leaders Poised For Growth

July 22, 2003, Brief

Find Documents In Related Categories

This document falls under the following categories. Click on a link below to find similar documents.

Analyst: Elizabeth Boehm
Technology: eBusiness/eCommerce, Enterprise Mobile Devices, Enterprise Mobility
Industry: Consumer Healthcare, Health Plans, Healthcare & Life Sciences, The Mobile Channel
Geography: North America
Archived Teleconference:
The Customer Experience Professional's Guide To Healthcare Reform
Original air date: Monday, August 10, 2009
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