Customer Experience

The Need for Change: Leveraging Data at the Health Plan Level for Individual Members


Health plans have a tremendous volume of data about individual interactions, about individual use of health care, about individual cost, and about the quality of care that individuals seek on a regular basis.

The problem with the way that that data has been leveraged in the past at the health plan level is that it’s been used to inform a macro‑population health‑type strategies and tactics to improve the overall quality of care delivery, to improve the overall quality of health at the individual level.

These health plans seek to actually create and orchestrate a consumer and a member experience that’s valuable for the member. The understanding of how to leverage data in a way that is meaningful and helpful in activating that member is very, very important.