In talking with current and future customers – security/compliance, efficiency, and engagement have emerged as overarching themes of concern for CIOs.
When considering the future of healthcare engagement, CIOs have their own set of priorities.
Here are three of the main challenges facing healthcare CIOs today.
1. Consumer-Driven Experience
Consumerism is changing healthcare and is forcing payers to build or buy more competitive solutions. This trend places CIOs at the heart of meeting the challenge of delivering an improved, trusted experience to consumers from their health plan.
Data consolidation across all business and clinical systems. Consider members’ thinking: “At what point is health insurance going to be like car insurance? When I drive safely I get better rates. So, as I live a healthier life, do I get better rates?”
Delivery of all engagement activity across all channels. CIOs are looking for a healthcare engagement hub to provide an omnichannel engagement experience. If your member is chatting on your website asking about their latest explanation of benefits, are you able to continue that conversation through text messaging if they need to leave their computer? Members crave a seamless experience from the channel or channels that they prefer.
Personalized experience with members. The future of a consumer-driven experience in healthcare is heading towards providing members with an Amazon-like shopping experience. The engagement directed at a member should be specific to that member and not about a demographic subset of members ‘like them’.
2. Provider Network Management
A successful engagement plan is not just about your members. Making providers a priority can help reduce administrative costs and help you meet (or exceed) quality measures. Some of the ways that CIOs accomplish this is by improving credentialing, producing better, more accurate directories, and increasing accurate integrations to core systems and CRMs.
3. Data, Data, Data
CIOs continue to find ways to provide a personalized experience, increase engagement, and improve quality measures – all by utilizing data. How can you use data to your advantage?
Increase real-time data integrations and remove batch processes. CIOs are focused on removing processes that slow down the transfer of data. Instead, they would rather center their attention on providing the transparent, real-time experience that members and providers are demanding.
Remove data time lags that slow down too many processes. Getting rid of the barriers that slow down the transfer of data enables your processes to move faster and more efficiently, allowing providers and members to access the data they need when they need it.
Sharing data across vendors (open data architectures and standards). Securely sharing data across vendors allows members to have control over their data, access that data when and where they need it, and enjoy an overall digital engagement experience.
It’s a balancing act for CIOs between the wants of members, needs of providers, and meeting security and compliance standards. Healthx provides a secure, seamless, and multi-channel healthcare experience that members, providers, and payers all want with their digital healthcare engagement platform.
Questions? Chat with one of our experts.
Jeff Mitchell is the Healthx Senior VP of Engineering & Technology. He leads the engineering and technology departments which includes Product Engineering, Quality Assurance, and Dev Ops. His teams are responsible for delivering the suite of Healthx products used by healthcare professionals across the globe.