White paper: Working for simpler, more supportive health care experiences

In fact, 43% of employees surveyed said that they left a job because they felt their benefits weren’t good enough.⁴ The quality of benefits may play into those decisions, but so does an employee’s frustration with accessing their benefits and navigating the health system.

Employers who want to attract and retain top talent — and get the most out of the benefits they’re offering — should care about fostering a better employee health care experience, which may include:

• A retail-inspired digital experience
• Compassionate, knowledgeable support
• Solutions designed for cost clarity and financial support
• Rewards and incentive programs

Since digital engagement can lead to more engaged employees overall, it’s important to work with a carrier that invests in a strong digital experience.

“Consumer expectations have changed, and health care needs to continue to meet members where they are. The fact is that, for many of the services they use each day, people are opting for digital experiences and expecting personalization from those experiences,” says Samantha Baker, chief consumer officer for UnitedHealthcare Employer & Individual.

In fact, just over 71% of consumers surveyed said they expect personalization from the companies they purchase from — and 76% said they grow frustrated without it.⁵ In another survey, about 4 out of 5 consumers said they want to use a digital health platform to manage both their care and benefits.⁶

With Millennials making up 42% of today’s workforce and Generation Z beginning to enter the workforce,⁷ employers need a health benefits strategy that works for them, as well as other generations within their workforce.

Increasingly, all generations are demanding more personalized and immediate interactions in health care, including apps that contain all their health and benefits information. And although younger generations tend to be digitally savvy, data shows that they still may not always make the most informed health care decisions:⁸

• Millennials have the highest emergency room (ER) utilization, which may mean they’re not using lower-cost, more appropriate sites of care when available
• Almost 1 in 10 Millennial men have not had a medical or pharmacy claim in the past 2 years, which may mean they’re not getting recommended preventive care or screenings

That’s where advanced analytics can make a difference: When a member’s digital experience includes personalized prompts that encourage “next-best actions,” members may be more likely to make a follow-up appointment, enroll in a health and well-being program or choose a more fitting site of care.

Digital optimizations can also be designed to help members find a provider.

“When consumers go out to shop for a car, they typically do more evidence-based research and price comparisons than they do when finding a doctor,” says Dr. Gerald Hautman, chief medical officer for UnitedHealthcare National Accounts.

A digital experience that enables members to see a list of suggested providers based on a member’s personal benefits package and preferences can help improve that process.

Health care costs continue to climb, creating tight and sometimes even unsustainable financial situations for employers and employees. A little less than 75% of surveyed adults said they are either “very” or “somewhat” worried about being able to afford unexpected medical bills or the cost of health care services for themselves and their families.¹³

“What we’re hearing from employers is that they are concerned their employees are avoiding care not only because health care is expensive but also because everything in their lives has become expensive,” Hautman says.

Helping members find and choose quality care options that may be more affordable is critical — but empowering them to make more informed decisions requires giving them access to that information and making it easier for them to understand.

“That’s where carriers and health plan designs that provide upfront price information can make a difference,” says Baker.

Employers may also opt to provide employees with the financial support and tools designed to help make care more affordable. For instance, preloaded debit cards or savings accounts that can be used toward qualified medical expenses, such as a health savings account (HSA), flexible spending account (FSA) or health reimbursement account (HRA), can all help to make out-of-pocket expenses a little less daunting.

But unexpected bills can be more challenging for employees to budget and save for. The reality is illnesses, accidents, hospitalizations and long-term absences or leaves from work are often unpredictable, unplanned and costly.

And, when it comes time to pay for care related to those situations or to support their family while away from work, many employees are left struggling, leading to significant financial stress, which can consequently impact on-the-job productivity. In fact, U.S. employees surveyed admitted to spending upwards of 4 hours a week managing their personal finances during work hours,¹⁵ so it’s no surprise that nearly 60% of employers surveyed have indicated they are concerned that financial stress is affecting their workplace.¹⁶

“Financial stress and economic hardships impact the overall health and well-being of employees. Employers that include financial wellness programs in their health plan demonstrate a commitment to achieving whole-person health,” says Tom Wiffler, chief executive officer for UnitedHealthcare Specialty Benefits.

With 56% of Americans indicating that they would be unable to cover an unexpected bill of $1,000 or more,¹⁷ it’s important that employers offer their workforce financial support benefits that can help provide relief, as well as programs that can assist members in dealing with unplanned expenses, such as out-of-network bill resolution management programs.

Ninety-one percent of surveyed consumers expressed interest in health care incentive programs and indicated they would change their health care behavior for as little as a $25 incentive.¹⁸

Changing health behaviors may make an outsize difference. Chronic diseases are among the top cost drivers for employees and employers and account for 8 of the top 10 causes of death.¹⁹

The good news is that they may be better managed or even prevented through behavior changes such as eating healthier, staying physically fit, completing health screenings, abstaining from tobacco and limiting alcohol use.²⁰

Still, finding the motivation to develop healthier habits can be challenging — and that’s where rewards and incentive programs come in.

Whether these programs target weight management, smoking cessation or overall healthy living, they can be helpful in adopting and maintaining healthy behaviors and getting employees more engaged in their overall health and well-being. Activation is key to seeing meaningful change.