Zelis Member Empowerment Survey Report

We surveyed 1100 individuals and completed 70 hours of member focus groups.

Participants provided information about their healthcare usage and challenges, including experiences with accessing healthcare and navigating payments and benefits.

We're answering questions like:

Which touchpoints in the member journey are filled with friction and frustration?
How can member satisfaction be improved by an empowered experience?
What drives the level of trust members have in their health plan?
Transparency is consistently rated as a top need for members. Who do they expect transparency from? The provider? The health plan?
What is the right mix of personal touch and digital self-service tools?

Thoughts from our survey

“What I would like to see is an app or a tool that lists every part of your body that needs maintenance - kind of like your car warranty and what is covered at each 12,000 mile interval”
– Focus group member in the 60+ cohort with insurance

“[Knowing more about costs and coverage] would better allow me to go into my appointments confidently, and better communicate my issues with my doctor without the fear that I am asking for more bills.”
– Focus group member

Our new Member Research Report is here!

Want more information on how to digitally empower your members?

Thoughts from our survey