Member Engagement and Satisfaction: Payment Harmonization Benchmark

Report Summary

Member Engagement and Satisfaction: Payment Harmonization Benchmark

Member engagement is changing, and technology can meet the moment.


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Inci Kaya
Strategic Advisor

October 19, 2022 – Member engagement is a valuable component of a healthcare payer’s strategy that can differentiate the organization in a competitive healthcare payer environment. Ninety percent of respondents consider provider information to be very important to communicate before care. However, gaps remain in making the information up to date and available. True member engagement can also help capture an otherwise missed opportunity to form a relationship with a member that goes beyond the transaction. Fortunately, technology for health plans to customize communications and provide relevant and timely information to members in a useful manner is widely available.

This report addresses current member engagement strategies and the work that remains to be done pre- and post-care. It is based on a quantitative survey of 214 healthcare payer executives conducted in Q1 2022.

This 21-page Impact Report contains nine figures. Clients of Aite-Novarica Group’s Healthcare Payments service can download this report and the corresponding charts.

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