Who does a greater job of bringing know-how and innovation to well being care right now, personal enterprise or authorities? We requested that query in a latest survey of greater than 6,000 customers and the reply was clear: a majority (52%) mentioned personal enterprise does a greater job, whereas solely 18% selected authorities.
Most know-how breakthroughs come from the personal sector the place the eagerness and incentives for innovation are discovered. A living proof: previously twenty years there’s been a revolution in well being plan enrollment, pushed in no small measure by eHealth, the place I’m proud to function Chief Digital Officer. It’s a narrative price telling, and its trajectory factors us towards what I like to consider as a “singularity second” for well being care, when know-how leaps ahead within the service of customers.
An organization with a mission
eHealth was based in the course of the first dotcom growth with a single mission: to assist Individuals discover the medical insurance plans finest suited to themselves and their households. Again then, you have been fortunate to seek out brick-and-mortar brokers providing plans from multiple or two insurance coverage firms, and it was prohibitively time-consuming to name each insurer in your space to get quotes. How did the plans you have been contemplating actually stack up? Which supplied a greater match in your protection wants and finances?
Bringing an ecommerce mannequin to a shopper pain-point, eHealth has helped reply these questions for tens of millions of Individuals.
Bringing all of it collectively on-line
As a licensed dealer, eHealth introduced collectively a broad choice of plan selections from competing insurance coverage firms and broke them down into constant profit classes. We put this info on-line and allowed customers to get fast, custom-made quotes whereas evaluating prices and advantages side-by-side earlier than enrolling. In 1998, eHealth’s know-how was answerable for the first-ever sale of a person and household well being plan on-line.
Over time, the success of eHealth’s mannequin inspired extra insurers to undertake uniform profit codecs and make extra plans obtainable on-line. Our platform made such intuitive sense and was so properly examined that the federal authorities selected eHealth to work with the primary iteration of Healthcare.gov after the passage of the Inexpensive Care Act.
Digging deeper to raised serve customers
Interacting with well being care consumers daily, we noticed there was extra to be completed. Customers needed to know: Does this plan cowl the prescribed drugs I want? What about my most well-liked medical doctors and hospitals? In response, we rolled out a self-service device permitting web site guests to enter their prescribed drugs and see which of their plan choices on our web site lined them on the lowest out-of-pocket value. We additionally launched a device permitting them to enter their most well-liked medical doctors’ names and see which plans their medical doctors accepted as a part of the insurer’s supplier community.
Delivering an omnichannel expertise
eHealth has all the time been an ecommerce firm, however as a licensed dealer we perceive that generally there’s no alternative for the non-public contact — and that is very true for the numerous Medicare customers we serve. Whether or not they come to us on-line by way of a house laptop, by way of a cell machine, or by phone, customers right now count on a single unified expertise. That’s why eHealth has developed an omnichannel platform mannequin to knit these surfaces collectively for the buyer. We additionally invited new and present clients to create particular Buyer Heart accounts to trace their medical knowledge and protection particulars for straightforward entry at any time when they want it, and to leverage that info when modifications to their well being or way of life imply they should rethink their protection selections.
A singularity second for well being care
eHealth led the way in which on-line for a whole trade, and authorities adopted in our steps too. By bringing transparency to an opaque course of and delivering the best mixture of insights and instruments, eHealth confirmed that customers could make higher, extra knowledgeable well being care selections for themselves on-line. However the story isn’t over. What’s subsequent?
In one other latest survey, 92% of medical insurance customers informed us they felt they need to be capable of share their medical claims knowledge with whomever they selected. What’s extra, 59% of Medicare beneficiaries mentioned they might gladly share their medical claims info with a licensed agent if it helped them discover a extra optimum plan for his or her wants and finances.
That factors us towards what I’ve known as a singularity second for well being care know-how. What if we might make the method of selecting a brand new well being plan even much less of an artwork and extra of a science? By using digital medical information and securing cooperation between authorities businesses and the personal sector, a single click on of the button might enable tomorrow’s customers to exactly determine the well being plan that’s actually finest for them, primarily based on the best-available knowledge: their private medical historical past.
That’s the type of consumer-focused innovation we’re working towards and advocating for right now. And it’s a pure improvement of the imaginative and prescient that’s animated eHealth’s mission from the beginning.