It wasn’t long ago that member portals and mobile apps were seen as extras, not essentials. A paper welcome packet and a customer service number were often enough to satisfy plan sponsors and members alike. However, in a world now shaped by two-factor authentication, on-demand everything, and hyper-personalized digital tools, expectations have changed fast.
What was once a nice-to-have is now non-negotiable.
Adapting to Overcome the New Bar for Tech Expectations
In the past, plan sponsors viewed member portals and mobile apps as secondary to the core function of benefits administration. A phone call to a customer service line or a document mailed to an address worked, so why stress over tech investments? For TPAs, putting money in member-facing technology was often overlooked in favor of operational efficiency and compliance-driven processes. While these are still important factors, we’ve also entered an era where convenience and accessibility are no longer optional but required.
Today, members approach their benefits with the same mindset they apply to other consumer experiences. They check their bank account balances on apps, track fitness progress with smart watches, and order groceries with a few taps on their phone. It’s only natural that they expect the same ease and immediacy when accessing their health benefits, and they’re more satisfied when they get it. One recent survey from Progeny Health found that 85% of members felt more satisfied when health plans communicated in their preferred way, underscoring the rising value of personalized, tech-enabled engagement.
This shift has had its fair share of consequences. Members now look for more from the tech experience, and that usually includes:
- 24/7 access to information
- Intuitive, mobile-friendly systems
- Real-time updates
- Clear, transparent communication
If those members are met with laggy, complicated systems, they become frustrated. That frustration carries over to the employers, amplifying the problem.
As that pressure mounts for employers, they’re expected to not only offer benefits that cover the needs of members but also deliver a seamless, high-tech user experience. With talent shortages and increasing employee expectations ramping up, having technology that effectively supports benefit plans is now crucial for retention and engagement. For TPAs, this means evolving quickly and being able to keep up with the latest technology demands.
Where IPS Stands Out
At IPS, we know that thriving in today’s digital-first landscape requires more than just staying current. It demands technology that’s fast, flexible, and future-ready, which is why we’ve built a suite of solutions designed to integrate seamlessly, scale effortlessly, and support your long-term growth. With our cloud-based platforms to rapid-deployment implementation process, our technology helps TPAs deliver the experience today’s clients expect without breaking their budget.
IPS’s Encompass+ cloud-based claims administration platform integrates seamlessly with your existing administrative systems, offering transparent, flexible technology that scales with growth and adapts to evolving compliance requirements. The platform delivers robust protection against cyber threats while ensuring alignment with the latest HIPAA standards.
Transparency+, IPS’s stand-alone, bolt-on claims processing system and cost estimator, is built for scalability and speed. With an average implementation time of just 60 days, it delivers results significantly faster than the industry norm, helping clients realize value sooner.
How IPS differs from the competition:
- Easy-to-understand, user-friendly member portals
- Real-time access to valuable data and insights
- Data security built on Salesforce for above-standard safety, convenience, and compliance
- Rapid implementation time, so you can get up and running as soon as possible
There’s no going back. The bar has been raised, and members won’t settle for less when it comes to tech. For TPAs, the choice is the same one the rest of us face: either we evolve to meet the digital expectations of today’s consumers, or we risk being left behind by those who do.
