Shift Shapers Podcast

22 Mar 2021

Ep #352: Satisfy Employers and Employees With a Great UX – With Sara Hames

David Saltzman 0 Comments

This week’s episode features a conversation with Sara Hames, Principal at NBS Advisors. Navigating health plans is a complicated process BUT it shouldn’t be. By simplifying the available options and providing a phone number to call, members and employers can make the most informed decisions for them. Also, providing a better healthcare experience involves educating advisors on attractive packages and networks that they can actually offer their clients.

What You’ll Learn From This Episode:

  • 02:54 Improving health plan members’ user experience
  • 05:27 Simplifying healthcare shopping for more informed decisions
  • 11:16 Conversations personalize the healthcare experience
  • 13:20 Educating advisors on available plans and networks
  • 17:19 Provide an aggregator number and the clients will come


04:23 “There’s a significant disconnect between what employers think their plans do and what they actually do.”

04:56 “To motivate you to be a good consumer, go out and shop for healthcare. But guess what, you can’t in most cases. In most cases, it is impossible to find out the cost of a service before we incur it. So how is a member supposed to shop?”

05:51 “You’ve already learned I’m not the HSA-qualified plans. And if you stay away from those, you can offer free services to members.”

15:45 “That right provider is generally a direct contracted provider and those types of providers are eager to put together bundled pricing for employers who are willing to steer their employees to them for a set price but at no cost to the member.”

18:35 “The other tool that we’re using quite a bit is the Brainshark, which is just a PowerPoint with a voice-over, but we can put it on the Internet, we can put it on YouTube and people can go back to it as often as they want.”

Listen to the Full Interview:

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