At BCBSND, we're continuously adapting to the health care industry's complex changes so we can advance our support to North Dakota individuals and families. Over the past few years, we've been positioning ourselves to meet the future needs of our members by focusing on change in four areas:
| Market growth |
|Customer experience||Member care||Technology|
Results of these changes are significant and wide-ranging:
- Improved customer service for members, providers, employer groups and other key industry partners.
- Enhanced digital and mobile experiences.
- State-of-the art claims-processing system that will increase efficiencies.
In 2016, we began the process of forming a partnership with a national company called HM Health Solutions (HMHS). The HMHS health care platform is proven in our industry and has been successfully implemented by several other Blues plans. We signed a contract with HMHS in December 2017.
As part of that process, we identified a need to update our internal technology-based systems, including our customer communication and claims processing to better serve our members, employer groups, providers and other key stakeholders.
Local ownership has always been important to us. This arrangement allows us to gain the capabilities of a 10 million-member health plan while remaining an independent, North Dakota-based business.
The project is expected to be completed in 2019.