Blog
AHIP Consumer and Digital Forum Recap
Members of the Relay team attended AHIP CDF event in Nashville a few weeks ago to learn from and network with healthcare industry leaders. Beyond meeting with clients and prospects at the event, Relay’s CEO, Steve Gillin, had the pleasure of participating on two panel sessions: the first, facilitating a conversation with Premera Blue Cross and second, participating on a panel presented by Accenture. Both panels highlighted the need for healthcare payers to evolve their member and patient experience as the healthcare landscape changes. Members and patients continue to prefer digital experiences that align with what they see across other consumer industries.
Re-Inventing Member Experience with Human-Centered Design
Relay’s CEO, Steve Gillin, participated on a panel that was sponsored by Accenture. It was moderated by Steve Weinswig, Design & Digital Products Lead, Accenture, and included additional panelists, Stacy Byers, SVP, Experience, Design, and Digital at Highmark Health, Bryan Russiano, VP, Digital Marketing and Media Strategy, GuideWell and Florida Blue. The session focused on creating better experiences by meeting the expectations of members for their healthcare services. Steve shared Relay’s perspective on where we believe members are today: mobile phones. And payers, much like financial services companies, need to capitalize on that trend and make the most of the member experience on their phones.
The shift that we’ve seen with our clients is every one of the payers that we work with wants to meet their customer where they are and where they are is here [on their mobile phone]. And the shift that we’re seeing happen, the mindset shift, is that this is not an app anymore, this is not email anymore, this is really a device that has so much capability. And the value we think we bring to the table is to be able to orchestrate everything on this device to deliver a great experience to the customer. Because ultimately, I think what you’re really hearing is the experience that the customer gets is the primary driver of the engagement. If I have a great experience, I’ll be back. I’ll continue to engage, and I’ll build that trust that you’ve talked about.”
Transforming member engagement is imperative to the success of these payer programs to keep members engaged, build member trust, and ultimately keep members healthy. To do that, Steve expounded that payers are starting to embrace new technologies and products to enhance the experience. He shared, “I’m really seeing the payers making that shift now as part of the omnichannel play. We are seeing more and more investments in what I call the Who, the What, and the When, which is the data, 360 view, next best conversation, next best offer, AI. We’re seeing a lot of our clients doing great work there.”
We were proud to participate in two impactful sessions during the conference where we were able to share important insights from the perspective of payers and consultants in the space. We look forward to our next opportunity to take the stage!
To learn more about how Relay can help with your member engagement, reach out to sales@relaynetwork.com
To experience a Relay Feed right on your phone, click the button below: