For Healthcare & Life Sciences Professionals

Primary Analyst Photo	Document Information	Rate this 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

This is an excerpt

Executive Summary

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.

TABLE OF CONTENTS

• Health Plan Service Channels Earn Low Marks From Members
• Addressing Member Service Shortfalls Yields More Than Just Better Service
• Health Plans: Don't Reinvent The Service Wheel

RECOMMENDATIONS

• Member Service Execs Must Focus To Capture Broader Business Benefits

WHAT IT MEANS

• Member Service Strategy Shift Spells A Change For Plans' Vendor Partners
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.