How Elevance Health is Evolving the Healthcare Consumer Experience Through Improved Personalization and Higher Touch Service
MWN-AI** Summary
Elevance Health is revolutionizing the healthcare consumer experience by leveraging technology to foster personalization and enhance service accessibility. Under the leadership of Chief Experience Officer Saurabh Tandon, the company is shifting its approach from traditional health insurance to becoming a trusted health partner. By drawing inspiration from consumer-driven industries like streaming services, Elevance aims to create a healthcare experience that is not merely as personalized but even more so, recognizing the deeply individual nature of healthcare needs.
To build trust, Elevance Health emphasizes convenience, available beyond standard office hours, allowing consumers to engage through mobile chat sessions at their leisure. This user-friendly approach addresses common pain points, such as locating in-network providers, understanding plan benefits, and managing claims seamlessly.
The company is also introducing innovative programs such as concierge care, which integrates symptom tracking and educational resources while offering support from care managers. This initiative specifically assists members with chronic conditions including cancer and diabetes, ensuring they receive personalized attention throughout their healthcare journey.
Looking ahead, the future of healthcare, as envisioned by Elevance, will involve significant technological advancements. The use of artificial intelligence facilitates quicker responses to consumer concerns, streamlining processes that previously slowed service due to data protection measures. This proactive, relationship-focused model allows care managers to become familiar advocates for members, creating continuity and trust in their healthcare experience.
Elevance Health is committed to exceeding consumer expectations by prioritizing personalized care and proactive support, ultimately fulfilling its mission to improve health outcomes across the communities it serves. With a substantial consumer base of over 109 million, Elevance continues to be a cornerstone in the evolving landscape of healthcare.
MWN-AI** Analysis
Elevance Health is revolutionizing the healthcare consumer experience by leveraging technology and a higher touch service model. This transition from a traditional health insurance provider to a trusted health partner addresses significant consumer pain points, fostering deeper loyalty and engagement. Their strategy hinges on personalization, drawing parallels to the on-demand service models seen in streaming industries, yet elevating this concept to meet the unique and individual needs of healthcare.
As consumers increasingly expect seamless interactions, Elevance Health employs digital tools to offer tailored support and timely information. Their initiatives, including mobile chat sessions, empower members to manage healthcare inquiries at their convenience, facilitating access to care providers, understanding benefits, and navigating billing. This modern approach contrasts starkly with past administrative barriers, creating a smoother path to care. Using artificial intelligence, Elevance Health can enhance communication efficiency, allowing for proactive customer service that’s both personal and efficient.
Elevance Health’s emphasis on a lifetime partnership rather than merely transactional insurance coverage signifies a substantial shift in their business model. Through programs like Concierge Care, they not only guide members through serious health conditions but also provide ongoing support, which is critical in building lasting relationships with consumers. Such customer-centric tactics go beyond mere satisfaction; they cultivate loyalty by fostering trust and understanding individual needs.
Looking ahead, the integration of advanced technology will further transform healthcare experiences. Elevance Health aims to reduce friction in navigating care, enhancing visibility and accessibility. This commitment places them in a strong position in the market, differentiating their services in a segment where personalized, trusted care is paramount. As the healthcare landscape evolves, companies like Elevance Health that prioritize consumer experience and technological advancement stand to flourish amidst growing consumer expectations. Investors should consider Elevance Health not only for its current strategies but its potential to redefine healthcare delivery.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Elevance Health is making healthcare more intuitive and personalized using technology to simplify access and build trust.
Elevance Health’s affiliated health plans are building loyalty through connection and ongoing support.
Digital tools address member pain points by providing clear, accurate, and personalized information.
Saurabh Tandon, Elevance Health’s chief experience officer, shared his thoughts on what healthcare has learned from consumer-focused industries, such as streaming services; how to foster consumer loyalty; and what the healthcare experience of the future might look like:
Is it possible for healthcare or health insurance experiences to become more like using streaming services?
Actually, the healthcare experience should be even more personalized than a streaming experience. Why? Because healthcare is that much more personal and individual than entertainment. It’s hard to gain consumers’ trust, so we have to earn it by making the essential elements of healthcare as smooth as possible. While we must know more about consumers - their needs, their lifestyle and their habits - they have to be able to trust us with that information.
One way we build trust is to be there for consumers when it’s convenient for them rather than limiting our assistance to specific office hours. We can make it even easier and more convenient for people to reach us. They can begin a mobile chat session and come back to it minutes, hours, or days later. We work to make common requests, such as finding a care provider in the network, understanding plan benefits, managing claims, handling billing, and dealing with prescriptions, much smoother and simpler.
It’s not enough to personalize healthcare in the same vein as online shopping; we have to be even better. Technology allows us to make this a reality, yet we know we have a great responsibility to do this appropriately and in a way that keeps everyone’s data safe.
How do you foster consumer loyalty in healthcare benefits? How has the company’s role begun to change?
Building consumer loyalty in the realm of healthcare involves a shift in mindset. For decades, our business existed to perform very administrative functions. As we have transformed from that traditional health insurance company to a lifetime trusted health partner, we support consumers in their healthcare journey. This means that beyond providing health insurance benefits, we have introduced programs that complement the excellent work of our care provider partners and simplify the healthcare experience overall. For example, our affiliated health plan care managers help members with everything from finding specialists to helping with housing to making sure they get a regular friendly phone call .
Concierge care , a program featuring an app that tracks symptoms and contains educational content supplemented by the expertise of a care manager, helps members manage serious illnesses any time of day. It’s available for people with various conditions, including Crohn’s disease, cancer, behavioral health conditions, and Type 2 diabetes.
What does the healthcare experience of the future look like? How is it different from today?
Today’s healthcare experience means navigating many different systems – from finding care to paying for it -- with very little visibility into what’s the best next step. It’s going to get a lot better very quickly, though.
Legacy healthcare technology was built in silos, and the same steps created to protect privacy and data became stumbling blocks when it came to serving consumers better. Just a short time ago, when people called us for assistance with a claim, we went through many steps with them to verify their identity, confirm their benefits, and articulate the reason for the call. This takes away precious time from addressing their concern. Now, modern technology, specifically artificial intelligence, allows us to go through the same steps instantaneously. We already know why someone has reached out and we should know if they have called us previously so we can be more proactive and personal in solving that problem. This kind of service has only become possible in the last few years because of the power of data and new technology.
The healthcare experience of the future may look like our ‘My Health Advocate’ model (currently in use in our affiliated Medicare plans), in which our care managers (advocates) can resolve issues and get additional help to members when needed. Once an advocate helps a member, future contacts – calls, texts, emails – from that member are managed by the same advocate. This act of matching a member with an advocate also allows us to get to know that member better, which helps us personalize our efforts to support their health in the future.
Our vision for the future of healthcare involves being there for consumers even before problems start, solving issues quickly, and building long-lasting relationships with them. It's about treating each person as a unique individual.
Consumers have understandably high expectations for their healthcare experience. We know that in order to fulfill our purpose to improve the health of humanity, we must regularly meet and exceed those expectations.
About Elevance Health
Elevance Health is a lifetime, trusted health partner whose purpose is to improve the health of humanity. The company supports consumers, families, and communities across the entire healthcare journey – connecting them to the care, support, and resources they need to lead better lives. Elevance Health’s companies serve over 109 million consumers through a diverse portfolio of industry-leading medical, pharmacy, behavioral, clinical, home health, and complex care solutions. For more information, please visit www.elevancehealth.com or follow us @ElevanceHealth on X and Elevance Health on LinkedIn.
View source version on businesswire.com: https://www.businesswire.com/news/home/20251124462813/en/
MEDIA CONTACT: Kate Marx, Elevance Health, kate.marx@ElevanceHealth.com
FAQ**
How is Elevance Health Inc Com ELV leveraging technology to build consumer loyalty in healthcare, especially compared to traditional health insurance models?
What specific digital tools or programs are being implemented by Elevance Health Inc Com ELV to simplify access and enhance the healthcare experience for consumers?
In what ways does Elevance Health Inc Com ELV plan to address the challenges of navigating various healthcare systems to improve visibility and personalization for users?
How does Elevance Health Inc Com ELV envision the role of care managers evolving to meet high consumer expectations in future healthcare interactions?
**MWN-AI FAQ is based on asking OpenAI questions about Elevance Health Inc. (NYSE: ELV).
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