Through in-depth discussions and transparent evaluation of member-facing tools, products and more, the Priority Health Member Advisory Council provided invaluable feedback impacting 2019 initiatives surrounding (but not limited to): integrated Priority Health and Spectrum Health Customer Service, Priority Health’s new “Smart” brand campaign that launched in early spring 2019 across the state of Michigan and most notably, providing extremely relevant thoughts and first-hand experience feedback on the new Priority Health Member Account and App.
Since the app was still in development, the discussion led to thoughtful suggestions, including the need to clearly define terms as the user navigates through the account and being as descriptive as possible through graphics and visual elements to lessen member confusion and increase self-service.
The council’s dedication to improving the member experience – whether through customer service, online or elsewhere – helped enhance the experience for more than 800,000 Priority Health members.
I really appreciate how Priority Health leadership actively solicits member thoughts, insights and comments; even when that feedback is not necessarily what was expected. They truly want to know what members think.
This winter, my husband and I were in southwest Florida for a few months, when out of the blue, my vertigo was so severe it required a trip to the emergency room. At the time, I was too ill to care about how much this trip would cost, but those concerns came over the next few days. To my delight, Priority Health along with Cigna took over and kept me updated along the way. I was billed incorrectly, and Priority Health figured it out. My first out of town experience while being ill turned out great with their help.
I became a member after completing a survey on Priority Voice, an online Priority Health community. I took the time to complete the surveys that followed because I had such positive experiences with my new insurance upon my retirement. I was asked if I would be interested in taking part and I was so happy to be able to share my thoughts with the leadership involved with our group.
A project I remember enjoying the most was when we saw prototypes of the new Priority Health websites that interface with Spectrum's MyHealth app. As always, we were asked for feedback and our group is very willing to share and ask questions. It is so amazing to see that our feedback did have implications on the access and design of this app. It is so user-friendly, even I can use it! Being part of this group impacts all aspects of Priority Health. They listen!