The healthcare organizations have long grappled with the challenge of delivering the retail-like consumer experiences that patients and members demand. According to a Harris Poll, 67% of patients described every healthcare step as a chore, and 62% believed the system was inherently confusing¹.

Healthcare organizations are taking note. According to PwC Health Research Institute Analysis:

• 49% of provider executives say customer / patient experience is a top strategic priority over the next five years.

• 81% of payer executives say their company is investing in technology to improve member experience.

• 91% of pharma executives think that patient self-management will increase over the next 10 years with pharma companies’ patient engagement services.

Yet, in the pursuit to improve member and patient experiences, both healthcare organizations face a host of challenges that are often at odds. For example:

• Provide streamlined experiences across the growing digital health ecosystem (including third parties) – yet avoid fraud, account takeover (ATO), ransomware, and breaches.
• Meet the demands for innovative patient- and member-facing services – but not at the expense of compliance with HIPAA, CCPA, and other stringent regulations.
• Create operational efficiency and achieve cost savings – while simultaneously looking for ways to improve consumer satisfaction and increase revenue.

The remedy to these seemingly conflicting challenges lies in an enterprise-grade healthcare IAM (identity and access management) platform that provides the foundation for delivering member and patient experiences that foster repeat business. The following are a few examples of how healthcare organizations are using healthcare IAM to revolutionize member and patient experiences that improve acquisition and retention rates that lead to increased profitability. 

6 Steps Elevate Member and Patient Experience

1. Build Personalized, Secure, Seamless Experiences:
   Use a no-code, drag and drop approach to build consumer journey experiences with features such as simple identity verification, progressive profiling, passwordless authentication, and AI-informed threat detection.

2. Give Consumers Control with Self-Service:
   Drive engagement while reducing operational costs by giving patients and members control over their profile, login, and data sharing preferences with self-service functions.

3. Get A Single View of Your Consumer:
   Get a single, organization-wide view of a patient or member to facilitate personalized, omnichannel experiences and drive customized services across all lines of business.

4. Add Speed to Digital Services:
   Accelerate the retrieval of identity-related information across all legacy and modern solutions to deliver improved application performance and member and patient experiences.

5. Gain Privacy Protection and Anti-Fraud Capabilities:
   Enhance consumer interactions, brand loyalty, and cost-savings through privacy protection, compliance features, and AI-powered anti-fraud capabilities.

6. Achieve Interoperability and Build Secure Partner Services:
   Bridge the gaps in your hybrid IT environments, unlock siloed data, and safely expand your digital ecosystem to partners for value-added services that boost revenue.

Adopting Ping Identity’s robust healthcare IAM platform is your gateway to today’s era of consumer-centric member and patient experiences.

To learn more about how you can revolutionize your member and patient experiences with healthcare IAM, read Improve and Secure Healthcare Delivery with Digital Identity

 1 ​​2020 Healthcare Consumer Experience Index Report | Change Healthcare