Are you rolling out the red carpet for your customers yet?

Well, are you? If not, start now. Customer experience matters. It matters for the customer and it matters for the organization. Loyal customers are invaluable. In this customer-centric world, each...

Time’s up for open enrollment, but what’s next?

As you probably know by now, today was the last day to sign up for health insurance on the federal and state health insurance exchanges. With more than 6 million people signed up for coverage on the...

Trending now – #plainlanguage

I think Minnesota’s governor may have caught wind of what we’ve been doing at Prime. Last week, Governor Mark Dayton formally announced that the state’s executive branch would be making some changes...

Minding our manners: To and From as important as please and thank you

As a child, before I left the house my mother always said "mind your Ps and Qs!” I didn’t exactly understand the phrase, but I knew she wanted me to be on my best behavior. Now I’m in the position...

Health care literacy: Can you read me now?

Did you know that over 75 million adults in the U.S. have basic or below basic health literacy? It’s shocking, but true. According to the National Assessment of Adult Literacy, only 12 percent...

Provider, PBM, EOB, formulary… What does it all mean?!

Have you ever been in a conversation where someone used an acronym or term that meant nothing to you? I have, and I’ll admit, more than once I’ve been too embarrassed to ask for clarification. I...

Let’s be clear: Our commitment to being clear led to a list of do’s and don’ts

If you follow my posts, I’m sure you know by now that one of my missions is all about communicating clearly. After all, our customers need to know and understand what we’re saying. About a year and a...

Customer Experience Room: Bringing the future to life

Over the past few weeks, I’ve been sharing a peek behind the scenes at Prime’s Customer Experience Room. This interactive exhibit uses hands-on activities to help employees better understand...

Listening carefully: Employees hear what members truly think about Prime

I recently talked about The Customer Experience Room that traveled to Prime locations across the country. Part of the room focused on the things that cause frustration for members. In a set...

Experience is key in facing consumers' new ability to hire and fire

Yesterday I spoke at a conference on customer experience in health care. The meeting was the third organized by America's Health Insurance Plans (AHIP) this year, and the audience included a number of...

The Customer Experience Room: Putting ourselves in members' shoes

It’s one thing to talk about customer experience. It’s another to experience it. At Prime, we’ve taken a unique approach to helping our employees see through our customer’s eyes: The...

Prime hosts first ever Customer Experience Day in Minnesota

Next week on October 1, Prime will have the pleasure of hosting the first ever Customer Experience Day in our office here in Bloomington, Minnesota. This special day is a celebration of companies and...

Health care has more questions than answers when it comes to experience

Just over a week ago in Las Vegas, two hundred experience experts and leaders from major health care organizations packed the room at Consumer Experience Forum One to talk about customer...

Kicking off “the age of the health care customer” in Las Vegas

A city that welcomes nearly 40 million visitors every year should know a thing or two about delivering an exceptional customer experience, right? So as I head to Las Vegas tomorrow, I’ll be watching...

Health care literacy, do you make the grade?

Health literacy is the ability to understand and act on health information. Almost half of adults in the United States have low health literacy. That’s a serious problem. The health care system...

Setting our course for a superior experience

Prime is on a journey to improve our members’ experience. Our journey began with a specific destination in mind: To consistently deliver a superior experience for every member, at every touch point...

The surprising power of 14 percent

Did you know that roughly 14 percent of members’ overall health plan satisfaction is linked to pharmacy benefits? While this may not seem like much, consider this: the average member fills more than...