Both payers and providers need to adopt the customer-focused accessibility and responsiveness that retailers long ago mastered in order to truly serve their patients and keep their market share.
Both payers and providers face pressure to provide better patient experiences.
In one survey, 58% of adults with insurance said they’ve had a problem using their health insurance because of issues like denied claims and provider network or preauthorization problems. Those who rely on their employer for insurance may not have an alternative, but patients in Medicare Advantage or Health Insurance Marketplace plans can look for a better experience elsewhere every year.
Here we look at:
Emerging trends and repercussions from COVID-19
The rise of retail health clinics and the repercussions
The difficulty of meeting growing customer expectations
How organizations can better serve patients
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