The healthcare industry has seen its fair share of disruptions in the last few years. With the advent of telehealth and a renewed interest in taking charge of their healthcare, many members have interacted with their plans like never before. However, new interactions can lead to increased expectations for the future of healthcare

Zelis conducted a study to discover how satisfied members are with their healthcare journey. The results included pits and peaks, each revealing another new and important consideration for payers. However, common needs emerged. Members expressed the need for more clarity, control, and guidance on their healthcare journey.

These three concepts emerged for good reason as each provides a member with the ability to take a more active role in their healthcare journey. Further, it allows members to make more informed decisions about their health.

But what does this mean for payers looking to bolster their relationship with their members? How can they bring clarity, control, and guidance to the forefront of their solutions? What do those three aspects look like in terms of on-the-ground experiences?

To unpack and better explain these questions, Future Healthcare Today spoke with Madison Goldfischer, Vice President and Head of Product for Member Empowerment at Zelis, to find out more. This latest podcast dives into the specifics of the recent Member Empowerment Survey, what members expect when dealing with their partners, and how healthcare can learn from other industries with a customer-focused mindset.