Healthcare technology start-up addresses gap between the quality and type of experiences consumers demand from brands in the retail space and those they could expect in the health insurance market.
BROOKLYN, NY—(August 18, 2015) Today Zipari, a healthcare software startup disrupting the insurance and benefits market announced its latest offering, Scout: Provider Search, a healthcare facility search engine that rolls industry data, analytics and cloud-based technology into an easy-to-use web application. As part of Zipari’s enterprise suite of healthcare consumer apps, it seamlessly integrates with the company’s first-of-its-kind CX Customer Experience platform launched earlier this year.
Scout Provider Search allows health insurance carriers to offer consumers an easy, personalized experience when searching for doctors and medical facilities. Scout’s game-changing, mobile-first technology replaces existing legacy doctor searches that were never designed for the consumer market. Zipari’s solution pays for itself by generating leads from consumer prospects, and guiding prospective buyers to Ashop and buy insurance. The net is a modern consumer-friendly product that pays for itself with new customer acquisition.
In 2014, the Zipari founding team identified a major gap between the quality and type of experiences consumers demanded from brands in the retail space and those they could expect in the health insurance market. Unlike user-friendly sites like Amazon, the health insurance market wasn’t tailored to be consumer-facing at all, hence health insurance has long maintained very low customer satisfaction, and brand loyalty is nearly a foreign concept. This problem became especially rampant after the Affordable Care Act or 2013 caused payers and employers to shift much of the burden of cost onto the healthcare consumer. Seeing as there is a huge surge of consumers actively participating in the healthcare decision making process—it’s estimated that they will decide over $650 billion of health insurance buying decisions by 2018—Zipari decided to create a solution: Scout.
Scout is already available for all carriers to purchase and install in preparation for 2016 open enrollment period starting on November 1, 2015. Health Republic Insurance of New Jersey has deployed Scout to over 60,000 members so they can quickly find doctors and facilities,
“Zipari’s innovative provider search solution allows members to have the best possible experience while at the same time encouraging prospects to shop and enroll,” said Catherine Ann Sauner, COO of Health Republic Insurance of New Jersey.
The Scout solution allows prospective buyers of Health Republic Insurance of New Jersey to start researching their primary care physicians and specialists in preparation for purchasing insurance during open enrollment.
With Scout, carriers will provide their members with a highly intuitive, mobile-friendly solution for researching and managing their favorite doctors and facilities. At the same time, payers will be able to understand consumer sentiment at every step of the way by observing what doctors and facilities are viewed, contacted and saved. This information is segmented by consumer personas similar to modern retail sites such as Amazon or Yelp resulting in highly personalized experiences. Zipari’s CX Consumer Experience platform captures this information so that payers can view customer behavior and manage workflow in Customer Relationship Management (CRM) products such as Salesforce. This allows carriers to tune their offerings based on personas and personalized information, resulting in higher customer satisfaction and increased member renewals.
“Zipari was founded on the mission of making healthcare understandable for all consumers,” said Mark Nathan, co-founder and chief executive officer at Zipari. “Empowering consumers to make intelligent doctor and facility decisions to meet their individual healthcare needs, while helping carriers understand their customers and deliver optimal recommendations through an easy-to-use mobile-friendly interface, is an important step in this mission.”
Introducing Scout: Provider Search
Deployable in two to six weeks, Zipari’s Scout: Provider Search is an elegant solution that allows consumers to easily lookup healthcare providers covered by their health plan, compare doctors and facilities, and select physicians who meet their specific health needs. For carriers, the platform gives insurance professionals data-driven insights into the consumer decision-making process as it relates to finding and selecting a provider. In doing so, Zipari’s solution allows carriers to provide personalized provider recommendations, improve customer satisfaction and boost member retention throughout the process. Zipari makes this possible with the following custom-built features:
Mobile-first platform – designed with a mobile-first approach, Scout’s intuitive, easy-to-use technology platform allows carriers to engage with consumers through the channel they’re using most: their phone. With doctor’s details, like contact information and directions, combined with geolocation capabilities built directly into the solution, Scout’s mobile-friendly platform allows consumers to locate covered providers in their proximity whenever and wherever they are looking for doctors and facilities.
Intelligent recommendations and decision support – combined with Zipari’s CX platform, Scout gives carriers data-driven insights into the actual healthcare needs of their constituencies and creates personas based on these needs. With these personas, Scout allows carriers to create intelligent, highly tailored, personalized healthcare provider recommendations for consumers.
Provider comparisons – with Scout, consumers can easily compare different healthcare providers, filtering them by where they went to school, when they graduated, what languages they speak and specialties. Consumers can easily save these comparisons to a favorites list and share them via email.
Targeted, rich email campaigns – Scout allows carriers to identify potential leads, differentiate between regular and ‘hot’ leads, and create highly targeted, effective email campaigns to attract potential customers. Since most consumers begin looking for a new plan by identifying if their doctors are covered, carriers can utilize Scout to capture leads as prospects search for their doctors, and then follow up with tailored email campaigns highlighting the best plans for the consumer.
Zipari is disrupting the healthcare industry with its proprietary CX Customer Experience platform. Zipari streamlines processes, improves efficiency and integrates with major CRM solutions. The result is increased conversions, reduced acquisition costs and improved member satisfaction. Zipari is passionate about utilizing its extensive healthcare experience and technology to improve consumer satisfaction. Based in Brooklyn, New York, Zipari’s primary investor is Vertical Venture Partners, a venture capital firm focused on investments in vertical markets. For more information, visit http://zipari.com.
About Health Republic Insurance of New Jersey
Based in Newark, NJ, Health Republic Insurance of New Jersey is a non-profit, Consumer Operated and Oriented Plan (CO-OP) that provides cost-effective and comprehensive healthcare coverage to individuals and small employer groups in New Jersey. HRINJ is a mission-and–health-based organization built to serve the best interests of its members. With no private shareholders, surplus revenues go towards ensuring individuals and small businesses served get the healthcare they need while providing ample services and reduced premiums.
HRINJ is one of 21 CO-OPs in the U.S. that resulted from the Affordable Care Act when it became law. The company provides a voice for individuals and businesses who want to take part in their health and the healthcare process. By 2016 the majority of its board of directors will be members of the plan, offering opportunities for input about the best way for HRINJ to deliver healthcare and attain optimal outcomes for members.
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