In recent decades, the health insurance industry has developed a less than positive reputation among both patients and providers. The complexity of insurance policies and coverage terms can lead to confusion and frustration among patients. Many individuals struggle to understand what services are covered, how much they will have to pay out of pocket, and how to navigate the claims process effectively. This lack of transparency can erode trust and satisfaction with the insurance provider.
Additionally, the administrative burden placed on healthcare providers eats up significant time and resources. This includes dealing with insurance paperwork, obtaining prior authorizations, and navigating reimbursement processes. Administrative overhead detracts from the time and attention providers can dedicate to patient care, leading to dissatisfaction and burnout.
But investing in experience design can play a crucial role in improving the reputation of health insurance companies. By leveraging human-centered design, insurers can create intuitive and user-friendly interfaces that simplify the insurance experience for patients and providers. This includes clear and transparent communication about coverage options, easy-to-navigate online portals for managing accounts and claims, and personalized support through digital channels.
On the second episode of our 8-episode podcast series “Creative Change,” we sat down with Stacy Byers, Senior Vice President of Experience, Design and Digital at Highmark Health, to discuss the importance of bringing together the digital and experiential to create cohesive customer journeys in healthcare. In this one-hour conversation, Stacy provides a comprehensive overview of the establishment and growth of the Highmark Health customer experience team. This shift addresses patient and provider challenges by adopting a customer-centric approach and providing support beyond traditional sick care.
Listen below for the full interview!