October 6, 2017
Health insurers Cigna and UnitedHealthcare both took the stage in deep dive sessions at the Health 2.0 Fall Conference in Santa Clara, California this week. The two insurers both spoke on the same general theme: what it means to be a customer-centered health insurer in 2017, and how technology can support that vision.
“‘Putting the customer at the center of all we do’ is an easy phrase, but for a...
October 1, 2014
Health insurers need to make a change fast, according to a new report from investment firm the Psilos Group. The group's 2014 Healthcare Outlook report contends that the shift in insurers' customer base from mostly employers to mostly individuals, spurred by the Affordable Care Act, will lead to a major shift in how the insurance market works.
“The health insurance industry’s 50-year legacy as a...
November 6, 2013
Aetna CMO Dr. Lonny Reisman
At the Digital Health Summit in Boston, Eric Murphy, President of Payer Solutions for Optum, and Dr. Lonny Reisman, Aetna's chief medical officer, talked about the changing role of the payer in healthcare. As the shift from fee-for-service to risk-sharing payment models occurs, Reisman and Murphy said payers need to step up how much they work with providers.
July 31, 2012
A recent report from PricewaterhouseCoopers, Customer Experience in Healthcare: The Moment of Truth, sketches out the rise of consumer health, and, of course, mobile is increasingly a key channel that providers need to get right.
PwC points to five "forces" that are pushing providers in the healthcare industry to revamp their customer experience strategies: Increased cost sharing (including high-...
June 14, 2011
Some of the largest health insurers are increasing their mobile healthcare presence with patient-focused smartphone applications, reports AmedNews, with apps for physicians soon to follow.
The mobile offerings provide a strong customer service tool, strengthen the physician/patient relationship, and save costs, according to insurers. Among the companies with currently available mobile offerings...