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Healthcare Payers Struggle With Online Customer Service, New Healthx Infographic Finds(July 12, 2012)
INDIANAPOLIS, IN -- (Marketwire) -- 07/12/12 -- Health insurers miss the mark when it comes to serving members online, portal software company Healthx reports.
In their newly released infographic ( http://healthx.com/images/uploads/images/Healthcare-Customer-Satisfaction.pdf ), Healthx has determined that plan member satisfaction is fairly adequate when it comes to both face-to-face and phone interactions, but proves disappointing in the vein of the online experience.
In fact, in an exhaustive study that examined the online customer service of several different industries, health plans were ranked third to last in terms of portal-based customer satisfaction with a classification of "weak" and "very weak."
But not all healthcare portals are struggling to meet customer demand. Based on a 100-point ranking scale, healthcare consumers graded pharmaceutical, health product, health systems, and health insurance portals on overall satisfaction. Pharmaceutical and health product portals fared well in satisfaction, tying for first place while health insurance sites fell to a dismal last place with a score of 51.
The Healthx infographic exposes a growing struggle among healthcare payers to remain competitive in an increasingly digital world, with a growing number of mobile-minded consumers. The cloud-computing company, which helps its members achieve quality scores and other accreditations, suggests payers keep their online content fresh, easy to use, personal, and secure to remain valuable to members and provide a heightened customer service experience.
Healthx develops and manages the most widely adopted online portals and applications for the healthcare market. We provide SaaS solutions for payers and providers. We are a leading developer of self-service communication and data integration solutions that serve more than 130 payers and 39,000 groups, representing over 12 million individual lives. For more information, please visit http://www.healthx.com.
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