Qualtrics, the leader and creator of the experience management (XM) category, announced Select Health, the nonprofit health plan of Intermountain Health serving more than one million members across the Mountain West, is using Qualtrics® to connect member and patient experiences that are typically held separately from each other to deliver superior healthcare experiences and health outcomes for its members.
Members are often required to navigate separate systems - different portals for claims and clinical records, separate customer service lines for insurance questions and care coordination, disconnected communication about prescriptions, appointments, and billing. For health plans, a key challenge in improving the experience is knowing where to focus efforts when information is spread across multiple systems and touchpoints. By bringing feedback from across the member and patient journey into a single view, Select Health can identify the areas that have the greatest impact to reduce complexity, strengthen communication, and make it easier for members to access care and support.
Purpose-built AI capabilities from Qualtrics enable Select Health to identify members at risk of disengaging from their care and trigger proactive, personalized outreach to address issues before they become bigger problems. When signals such as missed appointments or prescriptions abandoned because of changes to copays are brought together in a single view teams can respond early rather than after the fact.
This program advances Select Health's commitment to deliver simple, seamless healthcare experiences for its members, and enhances its unique position to provide improved member experiences by connecting data across the health plan and provider system. By connecting feedback from contact center interactions, digital experiences, survey responses, and clinical interactions, Select Health can identify barriers to accessing care in real time, improve digital and personal interactions with members, and turn a confusing process of navigating healthcare insurance and receiving care into a seamless one.
Comments from executives
“As the nonprofit health plan aligned with Intermountain Health, our advantage is our integration. Our members expect the experience they receive as patients and as plan members to be connected – and it should be,” saidNate Foco, Chief Marketing and Strategy Officer at Select Health. “With Qualtrics, we can see the full picture of that journey, identify issues, and gather more understanding with the use of predictive insights that can then prioritize our resources where they will have the greatest impact for our members.”
“Innovation in healthcare starts with understanding people—what they need, how they feel, and where complexity gets in the way,” said Megan Mahncke, Chief Marketing and Communications Officer at Intermountain Health. “By connecting insights across the full member and patient journey, we’re creating experiences that are simpler, more personal, and more coordinated—so people can engage with their health in ways that truly work for them.”
“Organizations that deeply understand where people experience challenges in healthcare can act faster to resolve those issues, use those opportunities to strengthen trust, and take the unnecessary friction out,” said Dr. Adrienne Boissy, Qualtrics Chief Medical Officer. ”Select Health is an organization thinking about anticipating member issues upstream rather than waiting to hear about it in a post transactional survey. They will not only take advantage of tools like AI for conversational analytics and dashboard summarization, but even more importantly, they recognize the member experience is a myriad of touchpoints and channels. By pulling these into a single journey view, they can do the most important work, which is enabling their employees to help members feel valued, known, and remembered.”
