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Rising pressure from outside industries, healthcare competitors and consumer demands are forcing payers to rethink how they do business. Current data shows that most consumers are confused by their health plan’s benefits and terms. This presents an immediate need for easy to understand healthcare payment experiences. While plan confusion is heavy within the member-payer relationship, legacy processes and paper remain within the provider-payer relationship. As payers work to streamline and digitize for efficiency, they must also navigate the extraordinary challenges of COVID-19.

This executive summary explores:

  • Current trends in consumer preferences for healthcare payments
  • The evolution of the payer-employer relationship concerning coverage
  • How to streamline processes with providers and members to increase adoption and improve the payment experience


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