Saurabh Tandon, Chief Experience Officer at Elevance Health, discussed how the company is reimagining healthcare by learning from consumer-focused industries such as streaming services and creating a more personalized experience for each member. He explained that the future of healthcare involves anticipating consumer needs, addressing issues promptly, and building long-term relationships. Unlike entertainment, healthcare requires an even deeper level of personalization because it is highly personal and trust is essential. Elevance Health earns that trust by providing convenient, flexible support through mobile chat, seamless claim management, easier provider searches, and simplified billing and prescription services while keeping data secure.
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Tandon emphasized that fostering consumer loyalty in healthcare requires shifting from traditional administrative roles to acting as a lifelong health partner. Elevance supports members through programs that complement clinical care, including affiliated care managers who assist with finding specialists, navigating social needs, and maintaining regular check-ins. Programs like Concierge Care offer continuous support for serious conditions such as cancer, Crohn’s disease, behavioral health issues, and Type 2 diabetes, combining educational content with guidance from care managers to ensure members can access help any time.
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The healthcare experience of the future, according to Tandon, will be far more seamless than today. Current systems often force members to navigate multiple platforms and verify information repeatedly, creating friction. Modern technology, including artificial intelligence, allows these steps to occur instantaneously, enabling proactive and personalized support. Elevance Health’s ‘My Health Advocate’ model, already used in affiliated Medicare plans, exemplifies this approach. Members are paired with a dedicated advocate who resolves issues and continues to support the member in future interactions, creating a consistent, personalized relationship that improves health outcomes over time.
Tandon concluded that Elevance Health’s vision is to provide care before problems arise, resolve concerns quickly, and treat every member as a unique individual. Meeting and exceeding consumer expectations is central to the company’s mission to improve the health of humanity while building trust and loyalty through innovative, personalized healthcare solutions.
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