“Clearly there is room for improvement, particularly when it comes to handling claims digitally, the study authors wrote. Members also prefer to use mobile tools, such as a mobile app to access digital features, compare plans, schedule appointments, locate pharmacies, and refill prescriptions, according to the survey.Īlmost 40% of survey respondents say that health plans have room to improve their technology offerings including digital self-service tools, and web and mobile features. Nearly 84% of members prefer digital interactions with their health plan, according to a 2015 survey of 1,600 health plan members by marketing firm Cognizant. Members now expect and prefer digital communications, and it is critical for MCOs to stay on top of technology trends to compete in the market.

Having technology tools for member engagement is no longer a novelty.