It is an understatement today that healthcare has changed. Before the pandemic, health care organizations were moving towards a consumer-centric care journey through digital transformation. Through this global pandemic those efforts have since accelerated.
What we have known is that the health consumer is often confused. They struggle to understand where to go for care and what to know about any procedure, facility or provider on the way into and through any care pathway. We have seen increased legislation in cost transparency as the government intervenes to aid consumers seeking and trying to plan for the cost of care.
Over the past decade, we have seen other service-based industries (retail, auto insurance, finance, etc.) orient to a highly personalized service experience where a combination of technologies and channels tied to a well-understood consumer journey deliver very specific and relevant interactions at the anticipated point of need. Through continuous learning and tuning, these tools continue to refine the experience for users as their needs, wants, and expectations are more understood. And through that refinement, the value is optimized for both the business and consumer.
We believe this is achievable in healthcare and believe that the shopping experience within the member and patient journey—that is activated each time a member or family member faces a clinical need—is a critical part of the modern care path that can enable a simultaneous benefit for plans, providers, and patients.
The Future of Health Care Access
At Sapphire Digital, we believe in a world where health care consumers empowered with the right information at the right moment will become the best healthcare consumers for themselves, their health plans, and their providers.
We’re on a mission to enable, guide, and empower customers to select the best quality care and gain control their health financial picture. We do this by making it simple to find, evaluate, and select quality care options and manage costs before, during, and after their health event.
We understand that the health care industry is operating in an increasingly costs-aware world where customer expectation is rooted in an “ask and answer” approach to product, experience, or service selection. In the eyes of the consumer, this experience extends beyond search bars and result sets to include predictive offers from quality providers that circumvent the need to search and the ability to find results through voice interfaces with no conventional UI at all. And borrowing the pattern form eCommerce, we understand the shopping journey doesn’t end with finding an option, it ends with the conversion into that offering through frictionless access to that point of service.
As our platform extends and evolves with our plan, provider, and employer partners, we are focused on bringing increasingly data-driven and personalized experiences to the end member/patient that is simple at every turn. By acting as a strategic partner responsible for the shopping journey backbone, we are focused on delivering value-based experiences that create a triple benefit for plans, providers, and people. From channels to destination interfaces to the underlying data and intelligence that drive interactions, we are focused on delivering on a partner-aligned roadmap in pursuit of an ever-increasing and increasingly measurable customer trust.