Gartner Research

How Healthcare Payer CIOs Can Eliminate Administrative Friction to Increase Member Engagement and Retention

Published: 19 January 2016

ID: G00296820

Analyst(s): Constance Sjoquist


Friction caused by slow, outdated systems and processes threatens U.S. healthcare payers' business-critical efforts to enhance member engagement and retention. CIOs can use Gartner's best practices to eliminate friction and improve competitive differentiation.

Table Of Contents
  • Key Challenges



  • Work With Key IT and business Stakeholders to Identify and Prioritize the Key Sources Causing Friction
  • Identify the Technologies That Hold the Promise of Reducing Friction and Improving Member Engagement
  • Implement New Technologies and Processes for Removing Friction, Beginning With Those That Address the Most Serious Problems and Promise the Most Immediate ROI

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