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Build effective solutions for engaging today's healthcare consumers with richer, more meaningful experiences.

Payer organizations must offer efficient, smart and rewarding interactions to today’s retail health consumers. Cognizant’s comprehensive solutions enable payer organizations to compete on customer-centricity and generate value from the industry’s shift to the consumer-driven individual health marketplace.

Our portfolio of tools and services enables health organizations to understand customer service, value and quality requirements; assess current levels of member engagement and satisfaction; and implement effective solutions, from transforming processes to identifying product and service enhancements.


The Cognizant Consumerism IndexTM

Our unique Consumerism IndexTM  tool will give your organization a clear, detailed portrait of its consumer‑centric opportunities, challenges and capabilities. The Consumerism Index helps your organization assess its critical abilities in these six areas:

  • Front office
  • Member acquisition and sales
  • Contact center
  • Back office
  • Member retention and analysis
  • Product modularization 

We identify opportunities for performance improvement and business value generation in each of these areas as well as reveal possibilities for new product and service creation. The Consumerism Index helps create a detailed, business‑driven roadmap with clear priorities to follow in transforming processes and enhancing consumer experiences.

Front Office

  • UX design
  • Portal capability
  • User engagement
  • Transparency tools
  • Social integration
  • Advanced user experience

Member Acquisition and Sales

  • Exchange integration
  • Exchange capability
  • Sales and campaign management
  • ID card generation
  • Sale performance management
  • Campaign effectiveness

Contact Center

We offer a complete range of contact center modernization services, including:

  • Contact center consulting and assessments
  • Contact center optimization
  • Self-service options
  • Contact center design and deployment
  • Multiple channels including
    • Level 1: (IVR, predictive dialing, chat, conference)
    • Level 2: (Voice2Email, WFM, Skype, Nuance ASR, Click2Chat)
    • Level 3: (Video chat, visual IVR, speech analytics, agent performance reporting)
  • CRM/agent desktop integrations
  • Contact center in the cloud
  • Complete contact center support

Back Office

  • Manage defined contributions
  • Backend remediation
  • Systems modernization
  • HPA/HSA integration
  • FACETS/QNXT and product integration
  • Unified healthcare value profile

Member Retention & Analysis

  • UHV 360 view
  • Segmentation and stratification
  • Predictive modeling
  • Predictive analytics
  • LCV
  • Cross-sell/up-sell
  • CEM analytics

Product Modularization

  • Tear-down product planning
  • Product benefit configurator
  • Guided selling
  • Optimized offers
  • Instant issue
  • Affinity partner mass quote


Cognizant’s Next Generation Solution for Consumerism

Cognizant’s Consumerism Index™ tool will help you measure your organization’s consumer-centric performance so that you can identify opportunities, assess requirements and implement effective solutions to increase member growth and retention.

Transform Customer Experience through Contact Center Modernization

Health plans offering next-generation member experiences and service can build sustainable, long-term member relationships, reduce their cost of operations and gain significant competitive advantage in the retail health market.

Reducing Costs, Increasing Choice: Private Health Insurance Exchanges

Private exchanges provide payers with a competitive, value-generating solution to the challenges posed by public exchanges, employer cost control needs and the consumerization of healthcare.

Consumerism | Cognizant Technology Solutions