Medallia launches healthcare pay member loyalty and engagement suite


SAN FRANCISCO – (COMMERCIAL THREAD) – Medallia, Inc. (NYSE: MDLA), the global leader in customer and employee experience, today announced the launch of the Medallia Healthcare Payer Member Retention and Engagement Suite. The Healthcare Payer Member Retention and Engagement suite enables insurers to engage members at key points in the journey by gathering instant feedback and information across all channels, escalating information to the appropriate teams, and providing recommended actions to better member experience.

“As with most businesses, the pandemic has presented complex challenges for health care payers with respect to coverage and access to care. Healthcare consumers make decisions based on interactions with their insurers, in near real time. This dynamic is forcing the industry to take a data-driven approach to engage members at the right time, with the right message, through the right channel to build more valuable and trusting relationships, leading to better long-term results ” , Steven Carleton, Vice President President Customer Experience, Premera Blue Cross.

Medallia’s new offering addresses a number of use cases and payor needs, helping payers:

  • Improve engagement by listening, understanding and responding to member needs

  • Reduce churn by empowering teams to resolve travel friction and meet members on the fly

  • Attract new members by providing seamless and connected experiences with consumers

  • Improve efficiency and ease of doing business by optimizing digital communication channels

“With increased competition in a price sensitive marketplace, payers are finding new ways to differentiate themselves from consumers and members through enhanced experiences,” said Toni Land, Clinical Healthcare Experience Manager, Medallia . “By leveraging industry-leading experience management capabilities, Medallia partners with payers to help design and implement effective and scalable engagement programs with measurable results. ”

The solution includes:

  • Real-time feedback mechanism to capture member experiences along the journey, whether in-app, digital or over the phone

  • SMS communication to find a suitable care provider, manage the complaints process and engage members before and after meetings

  • Text analysis to identify themes and trends among specific member populations using AI and machine learning

  • Video communication platform to prioritize high risk members, meet service recovery needs, and give members the ability to leave comments throughout the process

  • Speech analysis to bring out information from every conversation, combine with other channels for a complete view of members and resolve issues in real time

  • Digital engagement and analytics solution to enrich real-time experiences by reducing noise to prioritize and process what matters most

For more information, please visit

About Medallia

Medallia (NYSE: MDLA) is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, becomes the experience recording system that makes all other client and employee applications aware. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia clients reduce churn, turn detractors into promoters and buyers, create instant cross-sell and up-sell opportunities, and make business decisions that impact revenue, delivering clear and powerful ROIs. For more information, visit

© 2021 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo and the names and brands associated with Medallia products are registered trademarks of Medallia. All other trademarks are the property of their respective owners.


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