Becker’s sat down with Rona Li, SCAN’s chief corporate development officer, and Rob Scruggs, SCAN’s chief digital officer, on the Becker’s Payer Issues Podcast to chat more about the new offerings. The episode will be available March 5.
Question: SCAN Group is making its 10th investment in the League platform, which will help support the upcoming SCAN member portal and app. What member pain points are you aiming to address, and how does the League platform help meet these goals?
Rob Scruggs: SCAN partnered with League for a more connected ecosystem approach to digital engagement, moving to a consumer-like experience. We’re focused on three key areas: personalization, access, and self-service. Our goal is to drive a personalized member experience, provide easier access to critical care information, and amplify self-service features to manage a member’s care journey. Ultimately, we want to improve outcomes and member satisfaction. The mobile-first approach will help members engage through easier navigation, more intuitive content, and multilingual support, as well as connect seamlessly with our service teams.
Q: What are some of the key features of the new member app and how they aim to improve health outcomes?
RS: The portal and app are designed around the most frequently used tasks and behaviors from our members to drive engagement. Key features include health journeys, which are data-driven actions designed to help close care gaps based on the member’s health data. The app also provides simplified access to benefits details, self-service features like ID card management, and prescription tracking. We’ve also added a health dashboard where members can track health metrics like blood pressure and BMI. The “Get Care” feature enables members to interact directly with care teams for guidance. These features will help drive better engagement, support health outcomes, and ensure members are empowered to take control of their care.
Q: How does the League partnership fit into the company’s broader vision for improving healthcare?
Rona Li: Our partnership with League reflects our commitment to listening to our members and adapting to their evolving preferences. SCAN has always been focused on meeting unique patient needs, launching tailored health plans for specific populations like women and the LGBTQ+ community. With League, we are delivering a mobile-first, personalized healthcare experience that meets seniors where they are, leveraging the technology they’re already using. This allows us to maintain the human touch while offering a digital experience that’s both convenient and empowering.
Q: How do you see the role of the portal and app evolving in the next few years?
RS: There’s no question that we are dealing with a digitally engaged audience. When you think about it, the generation that created the internet is now our audience. SCAN is always looking at what’s next in terms of innovation. We’ve got to get the basics right, but we’re also looking around the corner and making sure that we’re prepared for what they need from us in this channel when they need it.
We’re considering several impactful enhancements and upcoming releases, such as caregiver access. We’re also continuing to enhance the self-service capabilities and the basics around better ID card management. We’re looking at the ability to submit claims more easily online and change providers or plans more easily. I could see more experiences around gamification and rewards, incentivizing members to complete healthcare actions to drive those outcomes that we both want to see. We’re also considering additional supplemental benefits integration, like dental and transportation, for easier access. We’re thinking about AI-enabled services that simplify complex benefits, breaking down that information to enable members to find answers quickly and complete tasks faster. Lastly, I could see a role for immersive experiences, where payers and providers could leverage virtual or augmented reality to deliver services or capabilities that drive more interactive, on-demand experiences.
Q: Final thoughts?
RL: It’s easy to lose sight of what got us into healthcare in the first place. We’ve all had personal experiences that led us here. We need to stop thinking of patients as statistics or cases and start seeing them as people with unique needs and expectations. Technology can help close the gap, but it’s not the whole answer. It’s just one tool to empower collaboration, particularly between payers and providers, to amplify the human touch and not replace it.
RS: I agree with Rona. We need to find the right balance. Healthcare will always be an omnichannel, high-touch experience, and while digital is important, it’s not always the answer. We must incorporate digital thoughtfully to complement the overall experience and enhance member benefits. If we keep that perspective, we’ll be able to drive the outcomes we want to see.
