Driven by both federal and private insurer quality payment initiatives as well as consumer demand, the U.S. health care industry continues to enhance its consumer engagement business model. Improving consumer engagement is an important health care strategy – to reduce costs, achieve quality improvement and better outcomes, improve Medicare and Medicaid payments, and attract and retain customers. But in 2019, health insurance providers continue to struggle to execute, align, integrate, and manage these projects. Numerous competing priorities continue to split investment dollars, leaving health care insurance providers with limited resources and technologies to rapidly respond to consumer demands. On average, 2019 budgets are reportedly static, requiring that more be done with fewer resources.
There are innovative technology strategies that address consumer demands while optimizing for technology costs and speed to market. Many of these strategies have already been tested and proven in financial services and banking, offering powerful lessons for the health care industry.
Janice Young is a 25-year veteran of the health care industry with deep expertise in the use of technology to improve customer engagement, business results and operational excellence. Young has held leadership positions at Pegasystems, Gartner, Mercer and Blue Cross Blue Shield of Massachusetts. In each and every one of these roles, she led business and technology research strategies that fueled marketing and delivery for health care payer and payer/provider market segments.
Young is dedicated to helping health care stakeholders understand that customer experience can drive top-line growth and customer loyalty in an age of “single use” relationships. “While healthcare has made some progress in adopting these digital age customer service practices into sales and transaction service processes,” she explains, “there exists a much larger and more significant customer service opportunity: care and health management.”
Young’s research and consulting work focuses on solutions to improve market positioning, consumer engagement, product development, and aligning tech strategies with business value.
The founder and principal of Boston-based JWY Consulting, Young holds a Bachelor of Science and a Master of Health Sciences from Johns Hopkins University.