Listen as Rousseau Kluever, Director of Product, Healthcare Guidance, at Zelis, shares strategies for meaningful member engagement and how it can simplify healthcare complexities:


Healthcare can be complex and often leaves members feeling lost and confused. From understanding health insurance plans to navigating the intricacies of healthcare information, it’s no wonder that members struggle to make sense of it all. But there is a solution: meaningful member engagement.

In a recent podcast episode with Lucas Hunsicker of Future Healthcare Today, Rousseau Kluever, Director of Product, Healthcare Guidance, at Zelis, discussed innovative strategies for bolstering meaningful member engagement. By prioritizing personalization and accessibility, healthcare organizations can empower members to focus on their health goals without the burden of navigating the complexities alone.

One key strategy highlighted by Kluever is the importance of personalized solutions that incentivize proactive health actions. For example, providing rewards to typically non-complaint members who complete their annual flu shot. By tailoring healthcare experiences to individual needs and preferences, organizations can motivate members to take an active role in managing their health. This can lead to better health outcomes and a more satisfying healthcare journey because members know what their next steps should be and are guided in taking those next steps.

Another crucial aspect of meaningful member engagement is adopting an omnichannel approach. Healthcare organizations need to meet members where they are, whether it’s through mobile apps, online portals, or telehealth services. By providing multiple channels for communication and access to healthcare resources, organizations can ensure that members have the support they need, when they need it.

But it’s not just about technology and convenience. Kluever emphasizes the importance of genuine support and empathy in member engagement. Healthcare organizations need to foster deeper connections with their members, understanding their unique challenges and providing personalized guidance and assistance. Care concierge teams can be a great way to provide that assistance and ensure members feel heard. By building trust and rapport, organizations can create a positive healthcare experience that goes beyond just managing medical conditions.

The future of healthcare lies in these personalized experiences, seamless interactions, and genuine support for members. By embracing innovative approaches and leveraging technology to its fullest potential, healthcare organizations can simplify the complexities of healthcare and enhance the quality of care delivered.

Zelis is here to help with this. Discover more about our member engagement solutions here.