Brandi Hebert is a young professional with a full life, working as a teacher, living independently, and keeping a busy schedule. She’s also living with the effects of a brain tumor that has impacted her speech and mobility and requires regular physical therapy. For Kurt Small, president of Medicaid at Elevance Health, Brandi is proof that good health doesn’t only come from a visit to a doctor's office.

At its best, customer service does more than respond—it anticipates needs and preemptively addresses concerns. Technology is helping health plan customer care teams address member concerns right from the start.

Digital health technology has grown exponentially in recent years, boosted in part by the virtual care that many people received during the COVID-19 pandemic. Consumers have become more comfortable with virtual healthcare, and many want the option of digital methods — meeting with a health professional through a computer, smartphone or tablet — when it comes to managing their day-to-day health.