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Putting Consumers First

posted by Marilyn Tavenner

on July 25, 2017

I believe strongly in health plans’ role in advancing a patient-centered care delivery model. What motivates the men and women of this industry to do the work we do every single day is our own experience as patients and as family caregivers. Health plans have the unique opportunity of being present throughout life’s most important – and most vulnerable – moments. That puts us at the forefront of driving the changes that will improve patient care.

Whether it’s using integrated health care programs to more effectively coordinate medical and specialty care, giving members tools to take control of their health, or taking a digital approach to guiding people through the health system, these efforts will have a profound impact for consumers – how they use their coverage and care, how we can improve their whole health and well-being – and the country.

Consumers’ interactions with other industries like retail and travel have created expectations for real-time, relevant, personalized experiences. Health plans are rising to meet this challenge, leading dynamic changes in three major ways:

  1. By driving the transition to consumer-driven health care;
  2. Leading the push forward with delivery system and payment reforms; and
  3. Integrating new technology to disrupt the status quo in our health system.

Through these changes, health plans can put consumers first and be their best advocate. That all starts by moving forward with consumer-friendly approaches that simplify the complex and confusing parts of care delivery for consumers and their families.

Marilyn Tavenner is President and CEO of AHIP.