The healthcare sector is experiencing a significant transformation, with interactive digital channels at the heart of plans to improve the well-being of patients. With the CDC reporting that over 90% of the $4.1tn US healthcare costs are associated with chronic and mental health issues, there is a clear need for innovative solutions, as customer experience experts Ushur discuss.
With this need for transformation approaching, payers currently find themselves with an opportunity to change the game and leverage the advances in artificial intelligence (AI) and automation technology to improve health outcomes and ensure health equity.
The implementation of digital solutions in healthcare faces challenges despite the emergence of various communication channels. With a focus on improving quality outcomes, there is a growing need for secure and encrypted channels, AI-powered healthcare automation solutions, and interactive communications.
Overcoming technical difficulties, including HIPAA compliance, is becoming essential for effective member engagement.
In the current healthcare communication landscape, members are increasingly leaning towards digital channels, with 65% expressing a preference for SMS text, according to Medical Economics.
A successful communication approach demands omnichannel integration, seamlessly blending various channels to engage members instantaneously. This shift is crucial for addressing challenges and enhancing the overall quality of healthcare communication.
The role of AI
Closing care gaps and supporting health and wellness necessitate a comprehensive strategy that embraces digital solutions.
An omnichannel approach, featuring secure communication channels for appointment reminders, preventive education, and care management appointments, is essential. AI emerges as a potent solution, providing transparency and trust relationships through explainable AI.
Leveraging AI-powered healthcare automation facilitates targeted communication, simplifies interactions, delivers clear calls to action, and personalises engagements.
Embracing the Future
Despite challenges, health plans are steering towards a future marked by secure, interactive, and member-centric communications.
This shift signals a transformative journey where individuals actively manage their well-being. Innovations in digital and AI technologies promise to bridge gaps in care, enhance member engagement, and contribute to a healthcare landscape with improved outcomes for all.
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