Beyond the ID card

When employees can easily navigate their health plan, everyone benefits

Open enrollment is only the beginning of an employee's experience with a health plan. What happens after employees receive their ID cards is the real test. Can employees find the right doctor? Do they know where to turn when they have questions? Can they get help managing a chronic condition? If they need prior authorization, is the process straightforward, or does it become a source of frustration?

These day-to-day experiences shape how employees feel about their benefits—and, by extension, their employer. Benefits remain one of the biggest investments organizations make in their workforce. Employees expect those benefits to be easy to use, not another system they have to figure out on their own.

Health care is personal

When employees need care, they don’t want to navigate unnecessary hurdles. They want to find the right doctor, understand what their plan covers and know what to expect when it comes to coverage for their care and medications.

A positive employee experience depends on what happens next: clear answers, coordinated support and help resolving issues that could otherwise delay care.

At Blue Cross and Blue Shield of Kansas (BCBSKS), that support comes from Kansas-based care teams, licensed nurses and customer service representatives who work together to help members navigate the health care system. Integrated medical and pharmacy data also helps identify members who may benefit from additional support before health concerns become more serious.

Diana’s story shows what it means to put members first, with meaningful support during a complex health care journey.

Small frustrations add up

For employees, the health care experience is shaped by dozens of small moments. How easy was it to reach customer service? Did someone answer their questions the first time? Were they able to find the care they needed?

These experiences influence how employees view their health plan—and often how they feel about the benefits their employer provides.

BCBSKS resolves 78% of member questions during the first call and has been recognized as Call Center of the Year five times.^1,2 Those numbers reflect a focus on making health care easier to navigate rather than adding unnecessary complexity.

Employee experience at a glance

Better experiences can lead to better outcomes

A positive member experience means providing great customer service. It can also influence health outcomes.

When employees receive help managing chronic conditions, understand how to use their benefits and connect with care earlier, they may be more likely to stay engaged in their health.

BCBSKS uses nurse-led care management and integrated medical and pharmacy information to identify opportunities for earlier intervention and personalized support. Disease management programs have contributed to reductions in hospital readmissions, while pharmacy programs continue to improve care and lower costs for employers and members.

Programs like HighTouchRx have generated more than $7.8 million in savings since 2022.³ IntegratedRx saved an additional $2.3 million in 2025⁴ and the Virta diabetes program has achieved an average of $292 in monthly savings per member in diabetes cost avoidance.⁵

Those numbers represent more than cost savings. They show how earlier, more personalized support can help employees manage their health while helping employers control costs.

Benefits employees notice

Employers spend considerable time selecting health benefits. They judge those benefits one experience at a time. A quick answer to a question. Help finding the right specialist. Support after a new diagnosis. A nurse who follows up after a hospital stay. These moments shape whether employees feel supported—and whether they believe their health plan is working for them.

Employee satisfaction with a health plan influences retention decisions, with one in five employers reporting that low employee satisfaction is a leading reason for changing health plans.

A strong employee experience doesn't happen by accident. It comes from combining knowledgeable people, coordinated care and a commitment to helping members navigate health care with confidence.

That's an investment that benefits employees, employers and the health of the workforce alike. Explore health plan options for your workforce, or if you have 2–50 employees, get a quote today.