A look ahead: Keeping healthcare human
HEALTHCARE SOLUTIONS
CONNECTED HEALTHCARE
On the horizon: The empathy anchor TTEC’s vision to center the human experience in healthcare
On the horizon: The empathy anchor People-centered healthcare has graduated from platitude to mandate. It’s a strategy that can be operationalized at countless touchpoints and measured to deliver a solid return on investment. Organizations that re-think the healthcare operating environment today by retiring legacy tactics and replacing them with new people-centric processes and technology will emerge as the most-admired megastars of tomorrow. Years from now, healthcare will look very different.
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Our vision In the coming years, we see a new healthcare ecosystem taking shape that puts people at the epicenter of everything. Processes and technology will revolve around the human, no longer burdened to navigate a tangled, disconnected system. Front- and back-office teams will carry out their daily tasks with a different world view than today. Trained to be empathetic. Supported by automation. Empowered by knowledge. Rewarded for performance that improves experiences. Data analytics used in creative new ways will reveal insights that inform decision-making, enabling leaders to deploy proactive strategies with confidence their investments will deliver on the promise. We help organizations sort through the maze of disjointed customer experiences (CX) to transform their healthcare operating environment across all touchpoints. Lose the chaos. Keep healthcare human.
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Now and next: A gut check
Recent years brought market disruptions that are becoming increasingly more frequent and jolting, not unlike climate change’s effect on weather patterns. Now that consumers have experienced some degree of patient-centric care – delivered closer to home, with services tailored to their needs and schedules – their demands only rise as the speed of technology and expectations accelerates.
Driving momentum for people-centered care:
By the numbers
• Cost pressures continue to rise due to inflation, wage and labor issues, drug prices, and the overall costs of doing business.
5.8% Annual growth in health expenditures, outpacing growth of GDP, through 2033 1 $1.3T global telehealth market, projected 2034, up from $219B in 2026 2 $1T Annual healthcare spending to shift toward digital-first, proactive, personalized system of care 3
• Telehealth continues to grow and evolve into richer engagements, for both consumers and providers.
• The shift from fee-for-service to value-based care obliges organizations to manage operations more efficiently and to effectively coordinate with other groups, to ensure better health outcomes. • Innovations like AI and machine learning produce compelling use cases and consumers are more receptive than ever to technology’s role in their care. • Legislative shifts and heightened data privacy mandates, aggressive pharmacy benefit transparency, and value-based reimbursement models that prioritize patient outcomes make certain that uncertainty stays with us. • Expansion, consolidation, and new market entrants like insurtechs, exacerbate an already- fragmented market landscape that’s difficult for consumers to navigate.
Source: 1) CMS; 2) Fortune Business Insights; 3) PwC
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Our approach We welcome the opportunity to provide an inside look to our perspectives — and prognostications — about how operating environments across the healthcare spectrum will look by 2030. As TTEC’s largest and most mature portfolio, our Healthcare Solutions team embraced this exercise to combine our strategic vision with market trends in a single, market-facing document. This undertaking challenged our team to take a step back to confirm our strategy, and update it as needed. Our mission is to improve the outcomes for our clients and the healthcare consumer and we took this challenge seriously.
We’re in a unique position to approach the challenges in a holistic way that keeps healthcare human.
• Team collaboration: To prepare this paper, we rallied our leaders as well as our front line to discuss and brainstorm, and wove in viewpoints from the front line to present a comprehensive, reality-based picture. • Outside TTEC: Healthcare is complicated, and we never assume that all we need to know resides with our own team and our own research. We interviewed our clients (payers and providers) to understand how they are thinking about changes to the operating environments due to the trends taking shape in their marketplace. We also interviewed the OEM for today’s leading technology solutions. As a preferred integrator for the Genesys platform, we felt it was important to speak with our partners at Genesys to validate our strategic vision presented here.
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What healthcare can’t look like in the future We’ve found that one of the best ways to predict macro-level trends is to eliminate scenarios that simply can’t work in the future. A firm understanding of what to avoid makes it clear where we need to go.
Instead, put humans at the center of a connected experience It starts with a digital front door that opens to a diverse suite of robust solutions, elegantly integrated and engineered to strip out traditional friction points. The building blocks of an optimized experience include:
We can't...
Nearshore and offshore delivery options
Next-gen workforce/ staffing models
... just trust the system
... accept inefficiency
Automation/Ai
... sabotage our ability to leverage modern tools
Omnichannel engagement
Enlightened curriculum and training
... forget about the people
Proactive outreach
Concierge-level care
Enriched telehealth
Data analytics and personalization
Source: 1) Policygenius
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Connected healthcare:
Our vision for 2030
How to keep healthcare human From chaos to connectivity:
Today: A healthcare system full of friction The U.S. healthcare system is besieged on all fronts by forces from within and beyond the ecosystem. While cultural and socioeconomic shifts, world events, and a fragile economy aggravate how care is delivered, its ever-rising cost, and inequity, there’s a host of other stressors and pressures that make for a chaotic experience for patients. That’s today.
Escalating cost of healthcare delivery
1
Mitigate fragmentation across the patient experience
Rapidly changing demographics
Consumerization of healthcare
workforce 2
Enable an expert empathetic
Seismic shift in the workforce
and health equity dynamics 3
Respond to changing demographics
Rise of value-based care
Expand the use of value-based care 4
Source: 1) Peter G. Peterson foundation; 2) U.S. Census Bureau; 3) Mercer; 4) McKinsey; 5) Medical Economics/Harris Poll; 6) EY 2021 Global Board Risk Survey; 7) Becker's Hospital Review; 8) American Academy of Family Physicians (AAFP); 9) American Academy of Family Physicians (AAFP)
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1
Case in point
Fred and Mary are bowled over by the high-quality health plan experience they encounter. The elderly couple seeking a Medicare Advantage plan is assisted by a concierge-level adviser, who takes a personalized, multidimensional approach that strikes the right balance between the human touch and digital enablers.
Solutions
Mitigate fragmentation across the patient experience The new operating environment of 2030 features a digital front door that opens to an integrated suite of solutions. Contact center health advocates shift to proactive mode to provide concierge-level assistance such as, “Looks like you’re due for a colonoscopy this year. May I schedule that procedure for you?”
• Conversational AI • Analytics to drive tailored solutions and personalized interactions • A central point of contact, or liaison, to represent the consumer and help navigate the healthcare network • Patient healthcare literacy
See how it's done
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2
Case in point An anxious, young mother- to-be is alarmed to discover her trusted OB/GYN is retiring and won’t be available to deliver her first-born child. She calls her health plan and reaches a well-trained, empathetic, AI-assisted healthcare advocate who finds a qualified OB/ GYN for her, schedules an appointment, and offers an array of resources to guide care throughout what’s expected to be a complicated pregnancy — all on one call.
Solutions
Enable an expert, empathetic workforce
• Enhanced curriculum and training to reduce the learning curve • Geo-expansion enables more work outside the country • Nearshore and offshore delivery • FlexEX and Smart Seasonal and Remote CX
The new operating environment of 2030 will strike a balance between talent, technology, and training initiatives to create a specialized healthcare advocate in the contact center. Artificial intelligence (AI) flags compassion fatigue and proactively offers resources to help healthcare advocates rebound and return to work with a healthy mindset.
See how it's done
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3
Case in point
A trans man has grown accustomed to annual pap smear claim denials based on the gender “M” in his medical record. Data analytics and discrepancy to override the gender-based rule, enable a person assigned female gender at birth who identifies as a man, to receive the refined algorithms that flag and reconcile the care, respect, and coverage he deserves. A healthcare advocate assures the member he will no longer encounter such claim denials. When the two discover they are both fans of the same sports team, the member feels comfortable enough to disclose additional personal information that helps the advocate provide even better, more personalized support.
Solutions
Respond to changing demographics and health equity dynamics The new operating environment of 2030 will incorporate an enlightened educational curriculum that helps healthcare advocates working in the contact center better understand and empathize with people from all walks of life and ages, whether they are from different cultural and racial backgrounds, disabled, or from communities marginalized in the past, such as low-income and rural areas.
• AI-based bots for training, coaching • Role-playing exercises enable new hires to practice their skills in simulated interactions before moving to live customer calls • Feedback loop so high-performing practices can be replicated across the organization • NPS surveys, ongoing monitoring of CSAT and DSAT
See how it's done
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4
Case in point
An older patient with multiple chronic health conditions relies on her primary care physician to manage her health, provide preventative care, and coordinate care with other providers via a shared network. With visibility patient through her health plan, the doctor encourages her to try out some wearables to monitor her conditions, leading her to take greater control of her health on a day-to-day basis. The VBC approach saves money for both patient and provider as well as the insurer, because the patient avoids unnecessary services thanks to her healthier lifestyle. into all the healthcare benefits available to his
Solutions • AI-enabled back-office claims processing • Well-trained advocates with deep VBC understanding who can translate where needed to provider and patient care • Continued analytics/reporting for payers to quantify ROI and benefits of VBC to their organization
Expand the use of value-based care
The new operating environment of 2030 will prioritize the value-based care delivery model. When providers move from fee-for-service to value-based delivery, they are incentivized to spend more time with patients in the preventive phase of care, which ultimately reduces the amount of time they need to spend on disease management. This will result in better patient health and engagement and lower cost to all. Patient by patient, cost can be removed while improving health outcomes, which will take cost out of the entire healthcare operating environment.
See how it's done
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TTEC’s vision for connected healthcare 2030
Prepare now for a bright healthcare future
Operating environment Enable healthcare advocates to lead with empathy, personalization, and concierge-style support. Ditch traditional workforce management models; they are too rigid for tomorrow’s workers. Incorporate flexible scheduling and Smart Seasonal models. Optimize knowledge management, incorporating AI with a crawl-walk-run approach. Apply AI and NLP across the entire lifecycle, from enrollment to retention. Make sound decisions at the individual level based on deep analytics and insight. Support employees to reduce burnout and associate abuse so they can increase productive engagement. Explore clinical capabilities with expert and licensed advocates to create seamless experiences.
Preparing the workforce
Preparing operations
Healthier outcomes
Preparing the consumer
Financial benefits
Operational benefits
Consumer benefits
Preparing the technology
• Millions saved in operating costs • Lower cost per enrollment • Lower costs to serve
• Higher conversion rates • Increased digital channel adoption • Improved advocate productivity • Decreased handle times • Shorter wait times
• Seamless experiences • Less confusion and frustration • NPS improvements • CSAT increase
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Make the 2030 vision a reality. Let’s work on it together.
Contact TTEC Healthcare Solutions to get started.
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ABOUT TTEC For over four decades, TTEC has partnered with iconic and disruptive brands to turn customer interactions into meaningful connections. With a global ecosystem of CX experts, we design, build and deliver AI-powered, digital-first customer experiences that span the entire customer lifecycle. Our unique combination of operational excellence and deep technical expertise sets us apart as we work with clients to maximize moments that build trust, inspire lasting loyalty and deliver valuable business outcomes.
Together with our team of architects and builders at TTEC Digital, we integrate data, analytics and AI within the world’s leading CX technology platforms to help clients optimize what they already have, integrate what they need next, and achieve powerful business outcomes. Learn more at ttec.com and ttecdigital.com.
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