Highmark Health, Google Cloud and League: a new era in CX

Highmark Health, Google Cloud and League are combining capabilities in healthcare, cloud-based technologies and consumer experience (CX) in a new strategic collaboration that illuminates the art of the possible for a next-generation digital front door. 

When the team of trailblazing executives at Highmark Health envisioned providing a world-class digital consumer experience to its 6.8 million members spanning Pennsylvania, West Virginia, Delaware and New York, the organization developed Living Health with the goal of reengineering the healthcare delivery model to replace fragmented services with personalized, technology-enabled engagement.

As part of its broader digital transformation, Highmark Health transitioned its data to Google Cloud, leveraging its artificial intelligence, advanced analytics and data management capabilities to drive predictive insights. Now, in the next phase of transformation, Highmark Health handpicked League to be the healthcare CX platform to power new member experiences that unlock the power of that data to make it actionable for members with a new engagement-centric design to improve outcomes and reduce costs.

Care, cloud and CX come together

Combining Highmark Health’s expertise in healthcare with League’s CX specialization enables the collaboration to accelerate Highmark Health’s member engagement transformation with new cohesive, frictionless member experiences in a single app, ultimately controlling the digital solutions to support broader business lines over time. 

Specifically, Highmark Health plugged a collection of existing digital properties, programs and services into the League CX platform and leveraged the native flexible and modular capabilities to build My Highmark. The next-generation digital front door enables a holistic omnichannel experience complete with seamless care navigation, shared care plans, simplified bill payment, cost transparency and more — all designed to engage members in their entire health journeys. Highmark Health, in fact, describes My Highmark’s interoperable and integrated experience as “a milestone” to less fragmented care. 

The My Highmark offering delivers a range of member services, including:  

• Telehealth
• Prescription services
• Virtual chronic condition solutions
• Virtual emergency department appointments
• Virtual multi-specialty practice care
• Dental and vision offerings

The overall mission of the collaboration between League, Highmark Health and Google Cloud is to re-imagine healthcare by building a more affordable and efficient ecosystem that connects members, patients, clinicians and health plans to make navigating health journeys easier — instead of forcing people to figure out the fragmented healthcare landscape. 

What’s next for My Highmark

Highmark Health will begin a phased rollout to select member populations in January 2023. The program will continue to scale and expand quickly from there with even more robust services.

Ultimately, Highmark Health intends to offer data-driven, highly personalized consumer experiences to each of its 6.8 million members. 

“We can significantly improve the consumer experience so individuals and clinicians will be more engaged in their health,” said Hanlon. “That’s the most effective and sustainable way to improve outcomes and reduce costs.”

Google Cloud and Highmark Health will be joining a lineup of innovative healthcare, technology and consumer experience experts on February 9 at League Connect 2023, healthcare’s premier CX transformation event.