While the insurer began investing its resources in tech and patient research in 2015 when it established a senior executive seat to manage Premera’s customer experience, it has since implemented consumer online shopping tools and office visit surveys. The company displays responses in the payer’s office space, and when negative responses arise mid-survey, the survey will stop and connect the consumer with a representative promptly.
“We wanted to begin drawing closer to the customer and their experience, working to address larger problems patients have in navigating the healthcare process,” Tom Messick, vice president and general manager for Premera’s Spokane operation, told Journal of Business.
Future initiatives include provider feedback surveys and a “Let’s Be Clear” program under which Premera will rewrite scripts, websites and other information to simplify healthcare terms, according to the report.
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