Customer service is king in health care. At least, it should be. Too often, transactions —scheduling, claims processing, records transfer and beyond — are time-consuming and overcomplicated. Accessing health care shouldn’t add stress to our daily lives. It shouldn’t undermine the health issues we address.
I see great opportunities for improving customer experience and consumer engagement in health care. As an analyst, I’m aware of the need for this. I’m also aware of it as consumer. As a father navigating the system on behalf of my seven children. As one of millions of Americans who too often struggle to have streamlined interactions with our insurers and health care providers. Personally, you, too, have likely encountered issues that could have been significantly better.