Industry Voices—How Industrial Engineers Could Help Health Insurers

Many of the workflows in payer services (for members, brokers, providers, and employers) are badly broken—that’s why very few customers in any constituency want to interact with health insurers unless they have to. It’s also why payers face increasing pressure on their top and bottom lines. Payers should look for opportunities to drive efficiencies in their workflows. That will lead to better customer experiences, which will improve members’ health and strengthen payers’ bottom lines—both by reducing costs and by bolstering their reputations among all the customers they serve.