Tipping point: Customer experience and the payer industry

This webinar is on-demand and can be viewed at your convenience.

We've all likely had unpleasant experiences with the U.S. healthcare system of providers, payers and purchasers. The system was built over many decades to serve itself, transitioning from the noble mission-based 'country doctor' era to a world driven by financial success.

As many areas of our modern economy discover the benefits of putting the customer first, the healthcare system has just begun to consider this approach to their business. Whether it is a small disruptor who enters the market, or the federal government takes over, U.S. healthcare in its current form is at risk.

In this session, learn how Premera Blue Cross, a health insurance company with 2.3 million members:

  • Brought high-tech practices to a high-touch environment, pivoting to a customer-centric approach to transform the system
  • Focuses on value-based contracts, including illness resolution, quality driven care, total cost of care and member experience
  • Systematically captures feedback through SMS and chat, and delivers data to team members, enabling them to make operational changes allowing for more meaningful experiences with their members


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Steven Carleton

Vice President of Customer Experience