A large payer organization, Google Cloud, and League: a new era in CX

Summary

• A large payer organization, Google Cloud, and League partnered to launch a digital member engagement platform built around a seamless digital front door.
• The platform integrates diverse services such as telehealth, care navigation, and cost transparency for a unified healthcare member journey.
• This collaboration seeks to create a more affordable and connected healthcare ecosystem for members, patients, clinicians, and health plans by combining payer expertise with cloud technology and a scalable healthcare digital platform.

A large payer organization, 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 the large payer organization envisioned providing a world-class digital consumer experience to its 6.8 million members spanning Pennsylvania, West Virginia, Delaware and New York, they developed a holistic health platform approach 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, the payer organization 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, they 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 deep healthcare expertise with League’s CX specialization enables the collaboration to accelerate member engagement transformation through cohesive, frictionless experiences delivered in a single app—supporting broader business lines over time. 

Specifically, a large payer organization integrated a collection of existing digital properties, programs, and services into the League CX platform, leveraging its flexible, modular capabilities to build a unified digital member experience. This next-generation digital front door delivers a holistic, omnichannel experience, including seamless care navigation, shared care plans, simplified bill payment, cost transparency, and more—all designed to engage members throughout their health journeys. In fact, the organization describes this interoperable and integrated experience as “a milestone” toward less fragmented care.

The digital member experience offers a range of 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 these organizations 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 the digital experience platforms

Healthcare organizations are increasingly turning to platform-based digital experiences to improve engagement, reduce fragmentation, and drive better outcomes at scale. By unifying existing services and data into a single, cohesive digital front door, organizations can deliver personalized, omnichannel experiences that guide members across their entire health journey.

This approach enables faster rollout of new capabilities, offer data-driven and highly personalized consumer experiences. Ultimately, data-driven personalization at scale and seamless care navigation offer a sustainable path to improving outcomes while controlling costs—marking an important step forward in healthcare CX transformation.