The health insurance market is more competitive than ever, and member behavior has one of the largest impacts on the ability to succeed. As such, health insurance providers are running multiple and concurrent initiatives to engage members. Administrative teams need members to keep their contact information up-to-date and care management teams need members to participate in prevention and treatment efforts. Many members fall under more than one program designed to improve health outcomes and reduce costs and this has the potential to leave different health plan departments with competing priorities and leave members confused.
How can health insurance providers navigate these competing demands across internal departments while still managing the market demands that make consumer ratings and digital self-service essential? This is a dilemma they were already facing before supply-chain issues and the Great Resignation became part of our global reality, making these issues even more challenging.
Health insurance providers aren’t just focused on consumer engagement, they are focused on member engagement, and they are only set up for success when their engagement strategy, tools, and tech partners know the difference. There are several consumer engagement solutions to turn to, and when these solutions are designed specifically for the health insurance industry, they can actually simplify multiple challenges by orchestrating health insurance providers’ efforts into value-based priorities. Providers who implement goal-driven member engagement are poised to increase not only their engagement goals, but also member loyalty and measurable returns on investment.
Tabatha Erck, EdD, MPA
Tabatha Erck, EdD, MPA currently serves as President at Zipari. Dr. Erck, who has 25 years of experience in the healthcare industry, oversees day-to-day operations and is focused on driving operational excellence as Zipari continues its strategic expansion as a leader in consumer experience technology.
Dr. Erck previously worked with the innovative telehealth start-up Remedy, where she served as Chief Operating Officer and served as Senior Vice President at Amplifon, a leader in the hearing care retail industry. Her track record of success reflects a sincere dedication to the Triple Aim of addressing the challenges in transforming the nation’s healthcare to improve and maintain a healthy population while reducing healthcare spending.
Director of Product
Shannon Eubank is the Director of Product at Zipari, leading the roadmaps for CX Engagement Hub, a Next Best Actions engine for engaging members; and Service Bot, an AI-powered conversation tool for member self-service. Prior to joining Zipari, she has spent her 15-year career building data-rich products that serve both the business and delivery of healthcare, improving the experience and outcomes for payers, plans, providers, and patients alike. Shannon is based in Ann Arbor, Michigan and loves visiting National Parks, playing board games, and indoor and outdoor cycling.