In 2013, we set out to make it effortless for people to understand, navigate, and pay for their healthcare. Five years in, we’re successfully challenging the status quo by applying technology and design to today’s antiquated systems. Here’s a look at the last year at Collective Health.
2018 brought wide adoption of Collective Health. As we kick off the New Year, we’re welcoming our most diverse set of clients yet, representing a variety of industries, ranging from manufacturing and agriculture to retail and entertainment—demonstrating that companies of all kinds are ready to take control of their healthcare investment and take better care of their people.
Most importantly, we’re proud to share that Collective Health is delivering real results that drive loyalty—maintaining a 100% client renewal rate.
People and patents
We continue to radically simplify both sides of today’s employee healthcare experience—the all-too common confusion for the patient and burdensome administration for employers. A commitment to rebuilding healthcare’s infrastructure from the ground up helps our members effortlessly navigate the healthcare system and our employer customers control their investment. Our product team had a busy year, from filing three patents to the release of new, mobile-first features that put an emphasis on design and user experience. Product development is often informed in collaboration with our customers and members, with our team hosting dozens of feedback sessions this year.
We also expanded our partner ecosystem, and now have more than 140 health partnerships and have successfully enabled more than 600 total integrations in conjunction with our customers. By streamlining data across our platform, we help clients to save time and costs while harnessing the latest innovations to address common health issues like behavioral health, maternity and fertility, and more.
And of course, we couldn’t do any of this without our growing team-we’re proud to have welcomed new team members to Collective Health from Amazon, Anthem, Apple, eBay, Google, Mercer, SAP, and Uber this year. Interested in joining? We’re hiring.
Collective Health was founded on the belief that award-winning technology paired with award-winning service can help employers create a healthcare experience that finally matches their investment, and the results speak for themselves:
- A report we released earlier this year found that clients who have been with Collective Health for at least two years realized a -0.3% medical trend, compared to the industry average increase of 6%. So while many companies saw their costs go up, our clients saved an average of about $500 per member family on medical costs in 2017.
- Engagement should be tied to outcomes, and technology coupled with a human touch can have a powerful impact on how people interact with their healthcare. Supported by proprietary technology, our Member Advocates are uniquely prepared to help members effectively navigate the system, and when members engage with our MAs, employers saw the most negative trend at -0.8%.
- Additionally, we’re seeing members increasingly use our digital tools to understand and access benefits, with 85% of member households utilizing a digital account, either through our online portal or mobile app—or both!
We’re helping companies drive smart engagement and lower costs over time. What’s important in driving this level of engagement is the trust we build with our members, starting with the first interaction they have with our team during Open Enrollment (puppies sometimes included!). In our view, there’s no better measure of employee satisfaction than Net Promoter Score. We’ve maintained an industry-leading score in the 70s–demonstrating that the Collective Health experience is in a league of its own. But don’t take our word for it–hear what our members have to say.
New year, new office
To support our client and member growth, we’re excited to share our plans to open our third office in Salt Lake City, Utah. (Quick refresh: Collective Health’s headquarters are located in San Francisco, and we have an engineering hub in Chicago.) This new office will help us maintain the bar we’ve set for an industry-leading member experience. What positions are we hiring for? We’re looking for curious, compassionate, dedicated people to join our team of Member Advocates and Operations Associates.
In addition to the new office, we’re bringing on operations and customer service veteran, Scott Murray, as our Senior Vice President of Operations. Previously, Scott spent over 15 years at eBay as Vice President of Customer Service Product & Technology Solutions, where he oversaw eBay’s customer service technology platform that enabled ~350 million customer interactions annually. He also played a key role in the company’s expansion to Utah where he co-led the transformation of eBay’s global customer service. We couldn’t be happier to have Scott join the team.
2018 was a big year, but we can’t wait for all that 2019 has in store.