The October 2022 Aite-Novarica Group report on member engagement and satisfaction provides a benchmark for healthcare payers, analyzing communication methods, self-service tools, and engagement before and after care. It highlights the importance of accurate provider directories, convenient online appointment scheduling, and effective post-care follow-up to enhance member satisfaction. The report also examines communication channels for resolving disputes and outlines future strategies for improving engagement through better digital tools, personalization, and streamlined processes, ultimately aiming to strengthen trust, reduce friction, and improve overall member experience.

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