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GUESTS: Anna Essmann and Jimmy Keown, Barkley
HOST: Sam Meers
This episode, featuring Anna Essmann and Jimmy Keown from Barkley’s strategy team, reveals insights from a significant research study recently completed by Barkley Health & Finance. Our work in the health insurance category over the years, and especially since the advent of the ACA, has piqued our interest in the potential mindset differences between a health insurance member and a medical patient. We uncovered several mindsets existing just in the health insurance space, with unique perspectives on how they interact with – and what they expect from – their health insurance carrier.
In this episode, we cover:
- Key findings from our research study, including the difference between the member and customer mindsets for health insurance enrollees
- How relationships with health care providers differ from health insurance carriers
- Challenges carriers face in the area of customer experience
How this research study can inform potential customer experience, pricing and distribution strategies - What carriers should start doing vs. stop doing to create stronger member/customer relationships
- Opportunities for carriers and physicians to work together to improve the member experience