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Health Net mobile app aims for improved customer service

Members of Health Net medical insurance can now access their accounts and other key details such as maps and directions to their nearest urgent care center right from their mobile devices.

The healthcare provider has launched an iPhone application for plan members, providing on-the-go capabilities to conduct business and quickly access vital information. Health Net plans to extend the capabilities of Health Net Mobile in the near future to include secure access to members’ personal health histories and private chat sessions with customer service representatives.

“Health Net’s strategy is to be a partner with our customers,” said Brad Kieffer, public relations manager at Health Net of California, Los Angeles. “We understand that emergencies come up in life, and we want to help our customers, whether they are making doctor appointments, finding an urgent care center, locating necessary information, or simply conducting business with us.

“Health Net is always looking for secure and efficient ways to provide information and communicate with our customers,” he said. “We see Health Net Mobile as yet another communications channel for us to reach our customers in helpful ways while they are on the go.

“Our iPhone app and our soon-to-launch Android capabilities, allow us to optimize our Web site offerings, while at the same time appealing to a new generation of consumers that desire the mobile touch.”

Mobile health
Health Net of California, a subsidiary of Health Net Inc., is one of the largest health plans in the state.

Together with Health Net Life Insurance Company, it serves more than 2.2 million members statewide and contracts with more than 56,000 physicians.

Consumers get access to health plan details, such as ID numbers, effective dates, deductible and copayment levels, and schedule of benefits information right through the application.

Application users can get background on healthcare providers who contract with Health Net. Users can search for contracting health care providers and urgent care facilities by location, including directions to their addresses.

Members get a mobile version of ID cards for all covered family members and have contact information to Health Net’s customer service right at their fingertips.

“By giving customers the ability to access info from virtually anywhere, we expect that our mobile offerings will give our service reps the opportunity to focus on the issues that truly demand their attention, thus improving overall service and satisfaction levels,” Mr. Kieffer said.

“Health Net Mobile allows customers to get the right information quickly, whether they are home or on the road or the situation is routine or urgent,” he said.

“The information is customized for families and available at the touch of a button, giving them greater flexibility, allowing them to adapt to technological advances, and providing them with real-time, secure information.”

Final take
Giselle Tsirulnik is senior editor of Mobile Marketer and Mobile Commerce Daily