Health Payer Intelligence May 17, 2019
Sara Heath

Beneficiary satisfaction with health plans will improve when plans drive care coordination and address out-of-pocket costs, surveys show.

While beneficiary satisfaction with commercial health plans continues to climb, there are still key areas for improvement to drive an overall better consumer experience, according to a recent survey conducted by JD Power.

The JD Power 2019 Member Health Plan Survey, which interviewed just shy of 30,000 commercial health plan members, looked at six key factors influencing health plan member experience. Specifically, the survey asked respondents about billing and payment, cost, coverage and benefits, customer service, information and communication, and provider choice.

Health plans have improved beneficiary satisfaction nearly across the board, earning 713 points on a 1,000-point scale. This is a...

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