U.S. consumers are accustomed to purchasing almost anything online; and they expect choice, information and convenience when doing so. With the wide-scale adoption of a consumer-centric retail model across all industries, health insurers are being advised to get on the retail bandwagon. This slideshare and accompanying white paper discusses why the best path forward for health insurers is to deploy an e-commerce platform specifically designed to support all channels and all lines of business. Such a platform will ensure both front-end and back-end capabilities are addressed in a manner that is optimized for healthcare, and it should include search and decision support, personalization and upsell options for the consumer, as well systems integration, billing and payments, and extensive analytics and reporting for the insurer.

1. 1© Copyright Array Health Solutions Inc. 2015
@ ArrayHealth
ARRAY HEALTH | APRIL 2015
E-Commerce Meets Healthcare

2. 2© Copyright Array Health Solutions Inc. 2015
U.S. consumers are accustomed to purchasing almost anything online; and
they expect choice, information and convenience when doing so. With the
wide-scale adoption of a consumer-centric retail model across all industries,
health insurers are being advised to get on the retail bandwagon.
To meet the needs of today’s new employee/consumer as well as employers,
health insurers are trying different strategies: some insurers are building their
own branded private exchanges, while others are participating on multi-carrier
exchanges or broker-provided platforms.
Today’s Healthcare Consumer
Consumer-
Driven
Healthcare
Retail
Healthcare
Consumerization
of Healthcare

3. 3© Copyright Array Health Solutions Inc. 2015
Why is E-Commerce Ideal for Healthcare?
Consumers enjoy
using the Internet
to research and
make purchases
Connects
insurers directly
with consumers
Provides ongoing
support and
maintenance
Meets millennials
where they are –
online
Offers more
choices in an
easy-to-navigate
format
Gives exceptional
customer service

4. 4© Copyright Array Health Solutions Inc. 2015
The Healthcare E-Commerce Evolution
While e-commerce in healthcare isn’t a new concept, applying e-commerce
principles to group or employer-sponsored health insurance is a recent
development.

5. 5© Copyright Array Health Solutions Inc. 2015
An Effective Healthcare E-Commerce
System Should Address the Following:
SEARCH: Decision support systems that help consumers understand
options and present them in clear language.
COMPLEX VALUE CHAIN: Support for all stakeholders,
including insurers, brokers and employers.
BILLING CONSOLIDATION & PAYMENT DISTRUBTION:
Tools to help insurers navigate payment collection, processing and
distribution from multiple sources.
COMPLIANCE: Holistic “implement-once-and-apply-many-times”
approach.
ENGAGEMENT & RENEWALS: Ability for consumers to review,
modify and renew their benefits annually.

6. 6© Copyright Array Health Solutions Inc. 2015
E-Commerce Enables Health Insurers To:
Close the gap between insurers and consumers
Provide an ongoing customer engagement
experience – not just during enrollment
Leverage private exchanges as the cornerstone of
a multi-channel strategy
Retain customers and win new ones, particularly
millennials seeking an online health insurance
experience

7. 7© Copyright Array Health Solutions Inc. 2015
To learn more, read
our white paper.