Want the truth? For Third-party administrators (TPAs), it’s no longer about what you offer — it’s about how you engage.

Employers have more choices, members are more informed and competitors are racing to launch new capabilities. “Business as usual” doesn’t cut it anymore.

Member engagement has officially graduated from “nice to have” to “must have.” Employers want partners who deliver digital-first, member-centric solutions that feel simple, seamless — dare we say, enjoyable.

Without the right member engagement solution, TPAs risk fading into the background. With one, TPAs have a chance to stand out, keep members happy and give employers a reason to stay loyal.

The Employer Retention Shift

To boil it all down, what employers really want these days is a partner who can deliver digital experiences as smooth as online shopping and as intuitive as mobile banking. If they can track a pizza from oven to doorstep in their personal life, why shouldn’t they expect the same ease with their healthcare benefits?

That’s where mobile member engagement tools step in.

By offering intuitive, mobile-first platforms that plug right into existing systems, TPAs can prove they’re serious about helping members make smarter care decisions. For employers, that means happier, more engaged employees — and less turnover. For TPAs, it’s a chance to strengthen employer retention strategies and stand out in renewals and RFPs with something competitors can’t match.

The Member Engagement Challenge

Of course, knowing that engagement matters is one thing. Delivering it? That’s where things get tricky. Too often, TPAs are working with outdated portals, clunky communication strategies or tools that don’t quite connect. The result: members tune out.

Think about the hurdles: digital tools that frustrate more than they help, generic outreach that lands flat, messages sent at all the wrong times or barriers that leave whole populations feeling left out. Add privacy concerns into the mix, and it’s no wonder engagement often falls short.

And when members aren’t engaged, the impact is clear: awareness drops, opportunities are missed and dissatisfaction creeps in. Employers notice — and they won’t hesitate to look for a partner who can do better.

The Strategic Value of Member Engagement

But engagement isn’t just a box to check off. It’s a strategic lever. When members are empowered to make smarter choices, everyone wins — members, employers, providers and yes, even TPAs.

With the right healthcare member experience tools, TPAs can encourage employers to guide members toward high-quality, cost-effective care. That means lower out-of-pocket costs, less frustration with out-of-network scenarios and stronger trust overall. For employers, it means happier employees who actually use the benefits available to them. For providers, it reduces abrasion and creates smoother relationships.

And in a world where fewer than half of healthcare consumers say they’re satisfied with their insurance experience, the bar is low enough for TPAs to stand out. Offering solutions that demystify benefits, simplify billing and encourage smarter decisions isn’t just a perk — it’s an opportunity to lead.

Turning Complexity into Opportunity

Let’s face it: TPAs today are juggling regulatory pressure, higher expectations and tighter resources. It’s a lot. But here’s the opportunity — complexity doesn’t have to be a burden. Done right, it can be the spark for real innovation.

Integrated solutions can streamline operations, reduce compliance risk and even open the door to new revenue streams. The key is finding plug-and-play healthcare tools that can scale quickly, deliver measurable results and don’t require years of custom development.

And timing matters. In those critical moments — RFPs, renewals, onboarding — being able to show that you’re equipped with modern, member-centric solutions shifts you from “vendor” status to “strategic partner.”

That’s the kind of upgrade every TPA needs.

Why Mobile Engagement Matters

Here’s the reality: most TPAs don’t have unlimited IT teams or massive budgets to build custom apps. Large-scale TPA digital transformation projects sound great on paper, but they’re often out of reach. That’s why mobile engagement tools are such a game-changer.

The right solution is:

  • Easy to implement: Integration doesn’t drag on for months. 
  • Mobile-ready: Members can access benefits, costs and providers right from the phones they already use all day, every day. 
  • Intuitive: Clean, guided interfaces that make it simple to search, compare and act with confidence. 

In other words, mobile-first healthcare technology takes the heavy lift off TPAs while giving members the seamless experience they expect. Out-of-the-box readiness means you can focus on running your business, while members feel empowered to navigate theirs.

Take Action: Don’t Get Left Behind

The message couldn’t be clearer: employers expect more, members demand more and your competitors are already moving. If you’re still relying on outdated portals and clunky tools, keeping pace is only going to get harder. But TPAs that embrace modern, mobile-first engagement? They’re not just meeting today’s challenges — they’re setting themselves up to win long-term.

That’s exactly what the Zelis Mobile Member Connect® (MMC) platform delivers. MMC is out-of-the-box simple to implement, intuitive for members to use and proven to drive measurable results. With resources like ROI calculators and explainer videos, we make it easy for TPAs to showcase value to employers and strengthen their position in the market.

Now’s the moment. Don’t let outdated technology hold you back. Differentiate your offering, engage your members and win with Zelis Mobile Member Connect.