Harbinder Raina and Colin Russi co-wrote this blog post with Peter Manoogian.
Executives from the nation’s largest insurance companies gathered in Nashville last week at the annual America’s Health Insurance Plans (AHIP) Institute & Expo conference. We attended the event, and here are our thoughts on what was (and wasn’t) discussed.
Improving the customer experience is no longer an idea that’s relegated to the retail or hospitality industries. Now, the idea has gained traction across many industries, including healthcare. For health plans, improving the customer experience and providing member-centric care helps drive member acquisition and retention and improve reimbursement (via a better STARS rating).