Using Technology to Advance the Member Experience

April 27, 2026 Sue Riordan

two friends with coffee cups working on a laptop

Digital advancements are everywhere these days. And the health care universe is no exception. From online member ID cards to dedicated member platforms, wellness programs that sync with wearable devices and AI‑assisted interactions, technology plays an important role in shaping today’s health care experience. Many of these innovations are already helping to create more intuitive, supportive experiences and targeted interactions for our members. Below is a look at how technology is enhancing the member journey today, plus a glimpse at where we’re headed.

Intuitive digital experiences that support better health

Simplifying the care experience is something we’re very passionate about. It shows up in the many ways we support members throughout their care journey. For example, members can access plan information online around the clock. And our next‑generation member platform, Meritain Go®, builds on that experience with a digital‑first, mobile‑friendly design.

The platform helps guide members to the tools, programs, and resources that support their health—encouraging ongoing engagement along the way. With fewer clicks and greater personalization, it also digitally showcases an employer’s full range of benefits, allowing members to easily see what’s available to them and choose what best meets their needs.

Personalizing care through targeted outreach, advocacy and navigation solutions

Technology also plays an important role in identifying members who may benefit from additional support, guidance, or more personalized care recommendations. This can be especially valuable for people managing complex or chronic conditions. Many of our integrated partners use a mix of predictive analytics, machine learning and artificial intelligence (AI) to help identify potential needs early and guide timely, meaningful outreach.

Closer to home, data‑supported programs help us proactively connect members with resources when they need it most. Program outreach can ensure they find care tailored to their individual needs. Working like this, technology helps to improve access, clarity and continuity of care, while creating and reinforcing a positive member experience.

Leaning into responsible AI and scaling solutions for growth

Digital advancements—including the use of AI—are undoubtedly showing up more and more in our daily lives. Across the health care ecosystem, AI shows promise for improving access, affordability and quality of care. Today, it is already used in many parts of the pharmacy experience, such as helping streamline prescription and prior authorization processes and enhance overall efficiency. AI also has the potential to reduce administrative burden, allowing teams and providers to spend more time focused on the people they serve.

Looking ahead, Meritain Health® continues to invest in advanced technologies and leverage innovation in scalable, responsible ways that enhance service, operational effectiveness, and the overall member experience. As technology—including AI—continues to evolve, our focus remains steady on delivering innovative, reliable solutions that support our members and clients. And while the tools may change, our commitment to the people we serve—today and as we grow—remains as constant as ever.

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