Most Americans are Happy with Their Health Insurance, Though Most Don’t Fully Understand It. More than three-quarters of respondents in a Forbes Advisor Survey couldn’t identify the word coinsurance, and nearly half incorrectly defined copayment and deductible – and...
Transparency may be relatively new to the industry with the Transparency in Coverage rule, but our team has been working on transparency since the company’s inception. Transparency is at the core of our product offering. What makes our solutions different...
The Centers for Medicare and Medicaid Services (CMS) has announced that Medicare Advantage (MA) Star measures are shifting and will be heavily weighted toward member experience. For 2021-2023, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey...
In many industries, every time we land on a website, there’s a tiny chatbot in the lower right corner that asks, “Can I help you with something?” Technology-enabled customer service tools can be helpful for engaging with members – but only when they’re designed to...
Did you know that many customer service representatives search between 10+ different windows, trying to find the right answer to a benefit question when they’re on the phone with a member? What the “F”? Using “CTRL + F” to search through multiple...
As technology has progressed through the centuries, more and more tasks have been automated—that is, more work that previously was performed by humans is now being performed by machines. We’ve had such success in this endeavor that we often take it for granted, but...
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