Page 10 - Demo

THROUGH TOOLS, COMMUNICATION AND DIRECT ENGAGEMENT, WE FOCUS ON HELPING EACH EMPLOYEE FEEL LIKE THEY ARE TREATED WITH COMPASSION AS AN INDIVIDUAL. This engagement style is informed by analytic insights and a customer-first culture. Our engagement approach provides a userfriendly experience with tailored information presented in the right way at the right time and through the right channel.We are proud of our reputation for providing an excellent experience and we work hard to make every interaction with us a positive one.We have an industry-leading member NPS score of 45 across phone and chat channels. This places us in the top quartile of the industry, versus a health insurer industry average of 30.Our clinicians and customer service staff approach member care from an integrated, whole person perspective, which includes recognizing the significance of race and cultural diversity of our members. Our holistic philosophy accounts for the unique DEI needs of each individual and their family, applying culturally sensitive care, including assessment of social determinants of health to assist in removing all barriers to health care and in improving member outcomes. By understanding our members%u2019 needs, we can improve population health overall.Connected Experience