In a previous conversation, Madison Goldfischer, Vice President and Head of Product for Member Empowerment at Zelis, joined Future Healthcare Today, to discuss the recently released member empowerment research report. In that conversation, Madison noted that while there were many areas that payers and providers can work to provide their members with more clarity, guidance, and control, one area that was worth investigating was the member journey.

With lingering concerns about the COVID-19 pandemic, along with the lifestyle changes that accompanied it, many individuals are interacting with their providers like never before. As payers and providers look towards improving the experience, Madison encouraged both to look at what their journey looks like for a member, and to focus on ways the journey can be streamlined and made more efficient.

From providing clearer indications and expectations about the total cost associated with care, to making the process of connecting with healthcare providers easier, there are many solutions that can make the member's journey much easier and more painless for the member.

“The member experience has changed significantly over the past 10 years… the experience has really evolved from just engaging with your health plan for the purposes of talking about a claim to a lot more ongoing engagement opportunities… the boundary is going to be pushed on how both care delivery providers and care plans or health plans themselves are actually delivering solutions.”