A perspective by Jen Nishio, Head of Strategic Accounts & Alliances
Most benefits leaders agree that the member experience is key to the success of benefits programs—when our people are happy, our jobs are both much easier and infinitely more satisfying. But often we feel powerless to create the member experience our people deserve in the face of systemic problems beyond our control. I joined Collective Health after working as a benefits manager (and, prior to that, a consultant) for nearly a decade with the goal of being a catalyst for helping people have better healthcare experiences, both as a member and as a benefits leader. I had seen firsthand that people struggled with their benefits and I wanted to fix the problems they encountered. Problems such as:
The Collective Health member experience is designed to help members have a direct and trusted relationship with their health plan, so they can find exactly what they need without creating additional work for themselves or benefits professionals. To do that, we’ve prioritized four key areas:
My favorite thing about the Collective Health member experience is that we meet people where they are. We do this by communicating with people in whichever format they prefer—email, chat, or by phone—and we use simple and direct language, just like a benefits leader would do if an employee stopped by her desk. As a member recently shared:
“I have never had such a simple, straightforward, and productive experience with an insurance company’s customer service. I feel that this is a great example of Collective Health following through on what it claims to be (a new standard for the member experience). Thank you!!”
-Collective Health Member
For more on the design of the Collective Health experience, check out our new Member Experience video.