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November marks the time when many healthcare payers and employers begin open enrollment. We already know that 96% of Americans don’t understand basic insurance policy terms like out-of-pocket maximum, deductible, and co-insurance. Furthermore, Poliygenius notes that only 40% of Americans feel confident in their plan selection. The global pandemic’s impact on the American workforce will compound patient education and experience challenges.

Healthcare insurers fully expect to receive higher-volume contact center calls from Americans concerned with typical and COVID-19 related inquiries. Today’s climate provides health insurance companies with a compelling reason to accelerate their patient experience through digital transformation.

Keith Wicklow shares strategies that payers can use to help reduce consumer confusion, improve patient experiences, reduce operational expenses, and promote patient loyalty.