Education and Engagement: Crucial for Private Exchange Success
The intense public attention on health plan selection has highlighted the process as a complex and emotional undertaking with wide-ranging financial and health implications. Employer private exchanges are one of the many benefits offered to the talent, driving the success of your company. It’s a reflection of the company culture, and either enhanced or detracts from employee commitment and loyalty. The success of private exchanges depends on employee commitment and loyalty. The success of private exchanges depends on employee education, engagement and ease of use.
Not surprisingly, in a ConsumersUnion study, participants had difficulty finding a plan that represented the best value, and they had little ability to assess the overall coverage they would receive. This confusion around coverage, costs and situation-specific needs has caused forward-thinking employers to adopt a range of interactive and educational tools to guide and assist employees during open enrollment. Smartly, they are borrowing online retailer practices such as product comparison tools,behavioral analytics, chat, video, and intelligent virtual assistants to create a superior customer experience. Statistics show that these tools are already expected by employees due to the prevalence of consumer-based technology in daily life. As consumer engagement becomes the adopted model for benefits enrollment, you’re likely to see options for on-demand contextual information, video tutorials, cost-at-time-of-care calculators, click-to-chat and click-to-call to name a few.
A unique and highly effective way employers are facilitating enrollment while lowering costs is through the use of an intelligent virtual assistant. Not to be confused with traditional virtual assistants that compromise simpler knowledge base solutions and don’t meet the needs of today’s consumer. However fifth and sixth generation virtual assistants, described by Gartner, do. They are 3D avatars that have natural language response, emotional expressions, human movements, and the ability to guide users through the enrollment process, yet escalate to live help when necessary. These features speak volumes to employers who want to provide 24/7 access to their employees without relying on the HR team, allowing them to self-pace their enrollment and feel confident and prepared to make educated choices.
About the Author
Audrey holds nearly 10 years of B2B/B2C sales, marketing, and communications experience. She manages the content strategy and development for multimedia campaigns and digital marketing programs at CodeBaby. She also has wistful aspirations to be a globetrotting mega DJ.Follow on Google Plus Follow on Twitter More Content by Audrey Dalton