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Unlocking the Future of Health Navigation: Insights from the Latest Gartner® Report
In the US, Health Payers are facing increasing pressure to enhance member engagement and improve health navigation. The latest research from Gartner, titled “Quick Answer: How U.S. Payers Can Improve Member Engagement in Health Navigation” by Connie Salgy, sheds light on how payer CIOs can leverage technology to deliver better care and administrative navigation. We are happy to share that Relay Network has been recognized as a Sample Vendor in the report. In this blog, we share our overview of some of the key insights of the report and our take on what makes Relay a great solution for health navigation.
The Shift Towards Enhanced Member Engagement
The digital revolution has transformed how members interact with their healthcare. No longer are members content with fragmented and reactive healthcare services. Today’s consumers demand seamless, integrated experiences that empower them to take control of their health. The Gartner report emphasizes “provide convenient access to healthcare information and grant early access to health management and navigation tools.”
Increasing Member Engagement
In the Quick Answer, Gartner seeks to answer a common, high-level question in the Payer space:
“What is the best approach to increase member engagement with health navigation tools, ensuring health value is delivered to consumers?”
The report neatly summarizes the answer into three bullet points around access, tools and individualized journeys:
- “Provide convenient access to healthcare information and grant early access to health management and navigation tools.”
- “Invest in consumer engagement tools that connect lifestyle and health through data fluidity. This includes tools that provide health navigation with workflow coordination between care and administrative services.”
- “Focus on the customer experience to incorporate individualized health journeys.”
This year, we are happy to share that Relay Network is among the Sample Vendors recognized in the Gartner report.
Here Is How Relay Network Is Making Waves In Health Navigation
Personalized Consumer Journeys: The Relay Network platform is designed to support members throughout healthcare journey: from onboarding to clinical care management communications and beyond. After many years working with the country’s top blues, we know the types of member experiences they need to ensure their members receive relevant and timely messages unique to their care.
Making it easy to reach the member population and drive them to action: Our solution combines the wide reach of text messaging with the scrollability of feeds for your content and critical messages. We do this because we realized our health payer clients needed a HIPAA-compliant solution that maximizes the chances of them reaching their members with important messages they needed their members to take action on. Thanks to our technology, many of the top US health payers simplify members’ access to benefits, claims, and wellness information, creating a more cohesive and efficient navigation experience for their members.
Incentivizing Healthy Behaviors from Day 1: One of the most popular use cases for Relay clients is welcoming new members and then serving them with content that helps drive member health throughout their journey with the payer. From driving screenings in higher-risk populations to educating members with diabetes about resources and dietary tips available to them, Relay is used by top payers to drive healthy behaviors. One US Payer saw a 45% increase in health coach contact rates using Relay Feeds!
Why This Matters
For U.S. payers, the shift towards digital health navigation is not just about keeping up with industry trends but about leading the way in improving member outcomes. The insights from Gartner report underscore the importance of adopting a comprehensive approach to health navigation that incorporates technology, personalization, and engagement strategies. We believe Relay Network’s solutions are a testament to how these principles can be put into practice, offering payers a powerful toolset to enhance their member engagement strategies.
Gartner, Quick Answer: How U.S. Payers Can Improve Member Engagement in Health Navigation, Connie Salgy, 9 January 2024
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