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Health Alliance earns J.D. Power member-satisfaction acclaim in Illinois/Indiana Region

Integrated delivery systems outperform traditional health insurance models

URBANA, Ill.—Health Alliance Medical Plans earned J.D. Power acclaim in large part because of its long-time dedication to a provider-driven business model to best serve Health Alliance members.

Health Alliance earned “Highest Member Satisfaction among Commercial Health Plans in the Illinois/Indiana Region” in the J.D. Power 2017 Member Health Plan StudySM. Established in 1968, J.D. Power is a global leader in consumer insights, advisory services and data and analytics.

The organization said coordination of care among healthcare providers is the single most important criteria influencing member satisfaction with their health plan.

“As an integrated delivery system with a health plan and healthcare providers, Health Alliance and Carle continue to focus on improving the health of the people we serve by providing health plan experiences that work seamlessly with world-class, accessible care,” said Carle health system President and CEO James C. Leonard, MD. “Over the last several years, we have made thoughtful changes to further integrate operational functions to assure Health Alliance and Carle remain nationally recognized for excellence.

“Health Alliance earning J.D. Power acclaim at this time tells us we’re meeting and exceeding the expectations of our members in the communities we serve.”

The Member Health Plan Study, now in its 11th year, measures satisfaction among members of 168 health plans in 22 regions throughout the United States by examining six key factors:

  • Coverage and benefits
  • Provider choice
  • Information and Communication
  • Claims processing
  • Cost
  • Customer service

The study also touches on several other key aspects of the experience, including plan enrollment and member engagement.

“Amidst sweeping changes in healthcare delivery and payment models, our data is showing that the one thing consumers value most is clear-cut, easy access to doctors and other healthcare providers,” said Valerie Monet, senior director of U.S. insurance operations at J.D. Power. “These findings set the stage for the future of healthcare in which close coordination among health plans and providers that reduces friction points for members will be the key to success.”

Health Alliance Medical Plans received the highest numerical score among eight commercial health plans in the Illinois and Indiana region in the J.D. Power 2017 Member Health Plan Study, based on 33,624 total responses, measuring experiences and perceptions of members surveyed January 2017 to March 2017. Your experiences may vary. Visit for more information.