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Trust Is the New Currency: Creating Exceptional Healthcare Experiences with No-Code

Unqork's Healthcare team discusses the challenges organizations face when it comes to delivering on the digital engagements consumers expect—and how to solve them with a unified engagement approach.

Unqork’s Nikhil Nandakumar and KC Alhberg, both Client Directors on the Healthcare team, got together to discuss key trends and critical challenges for healthcare organizations regarding digital transformation.

The rise of consumerism in healthcare, further accelerated by the pandemic, means that consumers expect the kind of experience that they get from disruptors: consistent, personalized, digital experiences powered by data and AI. High-quality consumer experiences is a powerful competitive differentiator in an increasingly competitive marketplace, but many who attempt end up with multiple, siloed end results. And this is resulting in a very negative view from customers and patients.

"Close to a third had no engagement with the health plan whatsoever. And only close to a quarter view their health plan as a trusted partner when it comes to their health care decision-making.” 

Member satisfaction and engagement levels are “shockingly low,” according to Nikhil. “JD Power market research shows health plans are falling far behind other industries when it comes to customer experience and net promoter scores ... Close to a third had no engagement with the health plan whatsoever. And only close to a quarter view their health plan as a trusted partner when it comes to their health care decision-making.” 

Healthcare organizations are lagging behind on delivering these expectations, but why? 

“The lack of change culture,” KC explains. “Healthcare is an industry steeped in experience, be that in direct patient care or operational status flow; none of which have really lended themselves to the disruptive change that we've seen in other sectors over time.” He explains that technological “artifacts and barriers” play the other role. Mainframe technology is still being used for core administrative systems, and there is so much diversity in tech stacks due the industry facing a lot of M&A activity.

A new model needs to be created for member service and engagements that makes navigating the healthcare system easier. Unqork’s no-code capabilities can empower your healthcare organization to rapidly build a digital consumer-centric portal for members that focus on simplicity and personalization. By connecting internal member data with public health data, providers can leverage a 360 degree view (claims, preferences, treatment history, EHRs, wellbeing trends, eligibility, market data, public resources) to deliver members the experience they need and deserve.

By connecting internal member data with public health data, providers can leverage a 360 degree view (claims, preferences, treatment history, EHRs, wellbeing trends, eligibility, market data, public resources) to deliver members the experience they need and deserve.

Developed in under four weeks with just two configurators and one part-time styles engineer, the member portal provides value such as:

  • Whole-person health: Integrate comprehensive member context to target true population health and wellness  

  • Consumer sophistication: Provide personalized support and resources to be active agents in healthcare and delivery

  • Regulatory evolution: Respond quickly to changes related to interoperability, transparency, and others

  • Omni-channel interactions: Facilitate digital interactions along member, provider, and consumer journeys

  • AI/ML-based analytics: Connect advanced analytics to everyday workflows within healthcare

Nikhil demos a member portal built within Unqork. In a matter of minutes, viewers watch “Rosalina” do the following: view relevant health plan information (e.g., how she’s tracking towards her out-of-pocket limits, services covered within her benefits, status of recent claims), make a payment, search for providers based on her specific parameters (e.g. distance, quality ratings), and conduct a virtual triage of her symptoms to decide the best course of action.

To see for yourself what the member portal can do—and to catch other key points made by Nikhil and KC—watch the session from Unqork Create above.