Dec 18, 2020
The way health plans communicate with members today is strikingly similar to how they communicated 10, 20, even 30 years ago: mostly on paper via U.S. mail. Why are member communications largely stuck in the past while most other industries have aggressively shifted to digital engagement? A recent Harris Poll study of healthcare consumers found 71% of consumers now want their health plan to connect with them digitally, and that number will only grow as a result of the pandemic.
On today’s show, Phillip Cardona and Sally Love Connally discuss what payers need to do to bring member communications into the digital age, while meeting regulatory compliance and other business challenges unique to healthcare.
Phillip Cardona is strategy executive on the Payer Growth Program team at Change Healthcare. Sally Love Connally is senior vice president and general manager of Member Communications at Change Healthcare.
Here’s what they chatted about: