In a recent conversation with Chris Reed, Director of Value Creation at Quantum Health, we uncovered a startling statistic: while the average employer offers around 30 to 40 different benefits programs, less than 5% of employees are actually using them. This low engagement is costing employers in more ways than one.
Jared S. Taylor kicked off the discussion by addressing the importance of healthcare benefits: “Healthcare benefits are obviously one of the most important parts of an employee’s compensation and one of the most expensive for both the employee and employer.”
As Chris Reed explained, this lack of engagement is not just about underutilizing benefits; it means both employees and employers are missing out on potential healthcare savings and smarter decision-making. “Not only does that mean employees are missing out on the opportunities to make these smarter healthcare decisions, but now employers are losing healthcare dollars by providing an experience that doesn’t necessarily drive any results.”
To tackle this issue, Quantum Health has launched an initiative focused on increasing employee engagement with healthcare benefits. Reed highlighted the complexity of healthcare and how it drives the need for better navigation: “Outside of payroll, healthcare benefit costs are among the largest expenses that employers are facing… in relation to our current inflationary environment, the family premiums are rising.”
Quantum Health’s study, conducted with Employee Benefit News, found that about two out of three benefit professionals agree that engagement is a top priority, yet 80% of them are dissatisfied with the current levels of engagement. One key finding is the effectiveness of healthcare navigation services: “We found that healthcare navigation services from an independent provider are really effective in increasing engagement, while less believe that a carrier tool could achieve the results they need.”
Quantum Health defines engagement as a “meaningful interaction with a member, their provider, or a partner that creates opportunities to impact the member’s healthcare journey.” According to Reed, real engagement requires personalization, not broad-based communications like mass emails or mailers. “It has to provide an opportunity to impact the member journey.”
One of Quantum Health’s standout strategies is its focus on provider engagement, which Reed emphasized: “Engaging with a member is really critical to the healthcare journey, but it’s also important to communicate and coordinate with their providers… more than half of Quantum Health’s engagements are in supporting the providers on behalf of those members.”
By supporting both members and providers, Quantum Health identifies healthcare journeys earlier, often up to 100 days before traditional service models would detect them. This early intervention allows Quantum Health to guide members through the healthcare process, reduce emergency room visits, and improve preventive care.
Quantum Health’s investments in its digital navigation platform and provider portal, paired with AI support, have enhanced their ability to track engagement and provide better insights to clients. Reed shared impressive metrics: “We engage with 56% of all covered members… 104 million member interactions last year alone.”
In summary, Quantum Health is redefining engagement and setting a new standard in the industry. Their model simplifies the healthcare experience, drives better outcomes, and helps employers get the most out of their benefit strategies.
Reed hinted at exciting developments on the horizon: “We’re looking at solutions for tackling unit cost increases across the industry and piloting some unique approaches to emergency rooms.”
As employers continue to prioritize engagement, Quantum Health is leading the way with innovative strategies and a commitment to improving both the member and provider experience.
