Anthem Blue Cross 2012 Annual Report Download - page 9

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9
2012 Annual Report
For an Enhanced Consumer Experience
9Strengthening our Foundation
Effective
Delivery System
Enhanced
Consumer Experience
Affordable
Health Care
Healthier
Communities
Continued
Financial Performance
1-800 CONTACTS
Health and
Well-being
Investments
Well-being
Personalized Well-being
As individuals take greater control over their health care,
improving the consumer experience is more important
than ever. The Personalized Well-being product suite brings
together the tools, programs and technologies to make it
easy for members to engage in and manage their health
and wellness—when and where they need it.
The product suite includes:
• Onsite and virtual concierge services
• Improved connectivity via speech analytics and the
multi-channel contact center
• Mobile access including electronic ID cards and a
provider directory
• LiveHealth Online to allow member to access a doctor,
in a non-emergency, through live audio/video and
secure online chats
• Dashboard with access to scores, indexes and member
satisfaction